Collections Supervisor

Prog Leasing, LLC; Draper (UT); Remote; USD 52,000 - 70,000; Full time

Job summary

Progressive Leasing is seeking a Supervisor to lead a team of operations specialists, driving performance and delivering world-class customer experiences from a remote role within 60 miles of Draper, UT.

You will mentor agents, manage account and performance data, handle escalations, and ensure service levels while motivating the team to hit monthly goals. Experience in collections and strong communication is required; bilingual Spanish is a plus.

Qualifications

• Must have experience in collections.
• Excellent written and verbal communication.
• Ability to coach and mentor others.
• Ability to drive engagement and motivate teams.
• Bilingual Spanish preferred but not required.
• Available to work the 11:30AM-8:00PM shift.

Responsibilities

• Responsible for agent growth and development.
• Train team members on effective customer interaction and collection methods.
• Examine team behavior and provide timely feedback and direction.
• Motivate team to achieve desired results.
• Manage and document account details and agent performance.
• Work with Progressive Customers and provide exceptional customer experiences.
• Handle escalated situations for customers.
• Set monthly goals and communicate the action plan with direct manager.
• Must have experience in collections.

Skills

Team leadership

Coaching and mentoring

Customer service

Collections experience

Performance management

Communication skills

Tools

Microsoft Office Suite

Job description

*This role is a work from home position and can be performed remotely within a 60-mile radius of Draper, UT.*A team of operations experts that are crucial to the operational excellence and world-class experience that we provide to our customers. Progressive Leasing is known for the high-quality**YOU ARE:** An excited professional that knows that working hard and having fun are two peas in the same pod! The Supervisor position is crucial to the operational excellence and world class experience we provide to our customers. You will have the opportunity to mentor and motivate members of your team to achieve performance goals while modeling the same behaviors.* Responsible for agent growth and development* Train team members on effective customer interaction and collection methods* Examine team behavior and practices to provide timely constructive feedback and direction* Motivate team members to achieve desired results* Manage and accurately document account details and agent performance details* Work with Progressive Customers and provide exceptional customer experiences* Handle escalated situations for customers* Act as the first primary responder to questions from team/department* Ensure that service levels & saturation consistently hit expectations* Set monthly goals for the team and communicate the action plan with direct manager* Manage time properly to complete all administrative responsibilities* Must have experience in collections* Bilingual Spanish is preferred but not required* Must be available to work the following shift: 11:30AM-8:00PM* Excellent communication skills, both written and verbal* Strong interpersonal skills with the proven ability to interact confidently and professionally with Employees and Customers* Ability to address situations with a sense of urgency, high energy and enthusiasm* Proven ability to coach and mentor others* Ability to drive engagement by helping others understand a vision/purpose* Proficiency with Microsoft Office Suite (Excel functions and formulas a plus)* General knowledge of the Fair Debt Collection Protection Act and Telephone Consumer Protection Act* AI-enabled tools are already part of how work gets done across our organization, and that's only going to expand over time. We value people who are curious, adaptable, and open to learning as roles and workflows evolve