Collections Supervisor

[Conc](https://concordfinance.com/)[ord](https://concordfinance.com/)is a Loan Servicing fintech company dedicated to helping borrowers manage their financial obligations with clarity and respect. Our C**ontact Center in Scottsdale, AZ** is the frontline of that mission, and the **Collections Supervisor** plays a key role in leading the team that makes it happen. This is a fully onsite position. The Collections Supervisor is responsible for overseeing a team of Collections Representatives, driving performance, ensuring regulatory compliance, and fostering a culture of accountability and borrower-first service. The ideal candidate brings 2–3 years of collections supervisory experience within a loan servicing or consumer finance environment. **Responsibilities:** - Supervise, coach, and develop a team of Collections Representatives to achieve individual and team performance goals - Monitor daily queue activity, call quality, and collector effectiveness to ensure productivity and compliance standards are met - Conduct regular one-on-ones, performance reviews, and call monitoring sessions to provide timely feedback and support team development - Ensure the team operates in full compliance with FDCPA, FCRA, CFPB guidelines, and all applicable federal and state regulations - Handle escalated borrower interactions and complex account situations that require supervisory judgment and resolution - Analyze collections data and reports to identify trends, address performance gaps, and recommend process improvements - Partner with Training, Quality Assurance, and Compliance teams to support onboarding, ongoing learning, and audit readiness - Foster a positive, high-performance team culture aligned with Concord’s values of respect, integrity, and borrower-first service - Manages projects as needed, adapting priorities to meet evolving business needs - 2–3 years of supervisory experience in collections, loan servicing, or a related contact center environment - Familiarity with AI tools and a willingness to leverage them to improve efficiency and streamline day-to-day administrative tasks - In-depth knowledge of FDCPA, FCRA, CFPB regulations, and consumer lending compliance requirements - Proven ability to lead, motivate, and develop a team in a high-volume, performance-driven environment - Strong analytical skills with the ability to interpret collections metrics and translate data into actionable coaching and strategy - Proficiency with loan servicing platforms, CRM systems, and workforce management tools. - Associate’s or bachelor’s degree in Business, Finance, or a related field preferred; equivalent experience will be considered - Must be able to work fully onsite at our Scottsdale, AZ Contact Center - Health Care Plan (Medical, Dental & Vision) - Retirement Plan (401k, IRA) - Life Insurance (Basic, Voluntary & AD&D) - Paid Time Off (Vacation, Sick & Public Holidays) - Family Leave (Maternity, Paternity) - Short-Term & Long-Term Disability - Wellness Resources