Payment Services Supervisor

Why choose us?

Are you ready to take the next step in your career? Join us for an exciting opportunity at Albertsons Companies, where innovation and customer service go hand-in-hand!

At Albertsons Companies, we are looking for someone who's not just seeking a job, but someone who wants to make an impact. In this role, you'll have the opportunity to lead, innovate, and contribute to the growth of a company that values great service and lasting customer relationships. This position offers the chance to work in a fast-paced, dynamic environment that's constantly evolving.

We are seeking a Payment Services Supervisor to lead compliance, quality, and performance in a high-volume contact center environment. This role provides U.S.-based regulatory oversight within a hybrid onshore/offshore model and plays a key role in supporting operational execution, escalation management, and audit readiness. You will play a critical role in minimizing risk, supporting payment and collections operations, and delivering a high-quality customer experience across internal/external customers, stores, and business partners.

This position is located in Phoenix, AZ. The work schedule requires flexibility and includes evenings and rotating weekends.

Main responsibilities:

Operations & Team Leadership

• Lead daily contact center operations across onshore and offshore teams
• Set performance expectations, coach employees, and drive accountability to KPIs
• Monitor operational outputs, reporting, and service levels

Workforce & Resource Management

• Oversee scheduling, forecasting, and staffing alignment
• Optimize dialer and workforce management processes
• Ensure adherence to attendance and productivity standards

Customer Experience & Escalations

• Serve as final escalation point for complex or high-risk issues
• Ensure timely and effective resolution of customer inquiries and disputes
• Drive consistency and quality across all customer interactions

Compliance, Risk & Fraud Oversight

• Ensure compliance with FDCPA, FCRA, TCPA, UDAAP, NACHA, and PCI requirements
• Oversee payment processing, collections, disputes, and fraud prevention
• Support audits, enforce controls, and mitigate financial and regulatory risk

Reporting, Systems & Process Improvement

• Analyze operational data and performance trends across systems
• Ensure system accuracy and functionality
• Partner cross-functionally to enhance processes, reporting, and technology

Cross-Functional Leadership

• Collaborate with internal teams and external partners
• Provide guidance and direction to offshore supervisors to drive alignment, accountability, and consistent execution

We are looking for candidates who possess the following:

• Bachelor's degree in business or related field (or equivalent experience)

• 5 plus years of contact center or customer service experience

• 3 plus years of experience in payments, collections, banking, or A/R

• 3 plus years of leadership or supervisory experience

• Technical & Regulatory Expertise

• Strong knowledge of FDCPA, FCRA, TCPA, UDAAP, NACHA, and PCI compliance

• Experience with collections systems, dialer platforms, and reporting tools

• Understanding of payment processing, disputes, and fraud controls

• Leadership & Core Competencies

• Proven ability to lead hybrid onshore/offshore teams

• Strong decision-making and problem-solving skills

• Ability to manage complex issues and drive resolution

• Highly organized with strong time management and execution skills

• Strategic thinker with the ability to translate plans into action

We also provide a variety of benefits including:

• Competitive wages paid weekly
• Access to up to 50% of your earned wages before payday, via our partnership with Stream
• Associate discounts
• Health and financial well-being benefits for eligible associates (Medical, Dental, 401k and more!)
• Time off (vacation, holidays, sick pay). For eligibility requirements please visit myACI Benefits
• Leaders invested in your training, career growth and development
• An inclusive work environment with talented colleagues who reflect the communities we serve

Our Values - Click below to view video: ACI Values

A copy of the full job description can be made available to you.