Collections Supervisor

SWBC; Monterrey; Presencial; MXN 400.000 - 500.000; Jornada completa

Descripción de la vacante

SWBC is seeking a talented individual in Monterrey, Nuevo León to supervise staff and operations related to customer service and the collection of severely delinquent accounts. This role requires at least 5 years of experience in a call center and 2 years in a leadership capacity.

The candidate must possess strong analytical skills and a thorough understanding of consumer laws, particularly the Fair Debt Collection Practices Act. A high school diploma is required, and applicants should demonstrate a commitment to customer service.

Formación

• Minimum five years of call-center experience, preferably in telephone collecting.
• Minimum two years of supervisory/leadership experience.
• Strong working knowledge of consumer laws and regulations relating to collection.

Responsabilidades

• Supervise staff and activities for efficient customer service and collection support.
• Conduct interviews, manage work schedules, and provide coaching.
• Oversee outbound service calls for quality and compliance.

Conocimientos

Leadership

Customer service

Analytical skills

Conflict resolution

Knowledge of consumer laws

Team-building

Time management

Educación

High school diploma or GED

Herramientas

MS Word

MS Excel

Descripción del empleo

SWBC is seeking a talented individual who supervises staff and activities related to the collection and adjustment of severely delinquent accounts.

Responsibilities

• Supervise staff and activities involved in providing efficient and effective customer service and collection support, including the administration of collection calls.
• Conduct interviews for open positions, process time cards, manage work schedules, and provide coaching, counseling, disciplining, and resolution of personnel‑related issues.
• Oversee and monitor outbound service calls to ensure quality standards, compliance with policies and procedures, and timely feedback.
• Establish and maintain effective communication with financial institutions to meet client expectations.
• Monitor and enforce quality expectations by reviewing, coaching, and counseling representatives on their calls and quality reviews.
• Assist in the development of training programs to meet ongoing customer service initiatives by identifying and coordinating training needs.
• Monitor and enforce the timely execution of various department activities and maintain workload queues to ensure effective customer service.
• Perform other duties as assigned.

Qualifications

• High school diploma or GED required.
• Minimum five (5) years of call‑center experience, preferably in telephone collecting.
• Minimum two (2) years of supervisory/leadership experience.
• Ability to lead, direct, and be visible to staff and direct reports.
• Ability to coordinate and organize work while meeting multiple deadlines.
• Strong working knowledge of consumer laws and regulations relating to collection.
• Strong working knowledge of telephone collecting and/or understanding the processing of delinquent accounts.
• Strong working knowledge of the Fair Debt Collection Practice Act (FDCPA).
• Working knowledge of personal computers (MS Word and Excel).
• Display core leadership abilities: planning/organization, motivation, conflict resolution, analytical, team‑building, and interpersonal skills.
• Excellent analytical and problem‑resolution skills.
• Ability to work under sometimes stressful conditions while maintaining professionalism and enthusiasm.
• Ability to provide a high level of customer service to customers.
• Ability to sit for long periods of time analyzing, executing, updating, and validating business reports and/or collection accounts.

Additional Information

• SWBC is a substance‑free workplace and requires pre‑employment drug testing.
• Ability to travel locally and/or nationally.