Collections Supervisor

Smith Debnam Narron Drake Saintsing & Myers, L.L.P.; Raleigh (NC); On-site; USD 60,000 - 80,000; Full time

Job summary

Smith Debnam Narron Drake Saintsing & Myers, L.L.P. is seeking a Recovery Operations/Collections Supervisor to oversee the collections team in Raleigh, North Carolina. This role includes managing daily operations, training staff, and ensuring adherence to client goals and compliance.

The ideal candidate will have a Bachelor's degree, at least five years of experience in call center management, and preferably a background in legal collections. Strong leadership, communication skills, and the ability to manage high-volume workloads are essential.

Qualifications

• Minimum of five years of experience in call center management for credit card or lending collections.
• Strong knowledge of debt collection laws and regulations.
• Experience in process improvement and managing staff.

Responsibilities

• Oversee daily functions of the collections team.
• Train and develop staff in compliance with client standards.
• Monitor client portfolios and establish improvement recommendations.

Skills

Leadership

Detail-oriented

Bilingual in English and Spanish

Communication

Coaching

Education

Bachelor’s degree in business administration or related field

Job description

The Recovery Operations/Collections Supervisor will assist the Recovery Operations Manager in overseeing the daily functions of the collections team, including managing and meeting client and internal goals and expectations. This role involves training and developing staff and adhering to client and firm work standards and compliance policies. The ideal candidate will be detail-oriented, possess strong leadership skills, and have a thorough understanding of collections, preferably in the legal industry.

Essential Duties And Responsibilities

• Manage the Recovery Operations staff by providing supervision, mentoring, and training in areas such as call center scripting and talk-offs.
• Review, audit, and coach the team’s daily tasks, including coding, writing, collection efforts, and phone calls.
• Collaborate with other departments within the firm to maintain operating procedures and work instructions to successfully meet the goals of the Firm.
• Maintain strong knowledge of firm and client requirements and expectations to apply to team and departmental efforts.
• Assist with the completion of regular client audits and the implementation of any necessary changes.
• Regularly monitor client portfolios and develop work‑direction recommendations.
• Suggest areas of improvement in various processes and procedures to improve collections results.
• Produce and submit internal and client reports for distribution amongst employees, Creditor’s Rights’ staff, and clients.
• Communicate in a thoughtful, respectful and productive manner with consumers on standard and escalated calls.
• Assist the Recovery Operations Manager in the hiring and training process of new collections employees.
• Comply with the application of FDCPA, local and state consumer protection laws, and client requirements.
• Foster and maintain a positive work culture, environment, and morale amongst the collections staff.
• Other duties and projects as assigned.

Knowledge, Skills, And Abilities

• Bachelor’s degree in business administration, or other related field from an accredited college or university.
• Minimum of five years of experience in call center management for credit card or lending collections.
• Legal collections experience preferred.
• Bilingual in English and Spanish preferred.
• Ability to work flexible hours or overtime when needed, as determined by the Collections/Recovery Operations Manager or Managing Partner.
• Experience in process improvement with strong oral and written communication skills.
• Working knowledge of debt collection laws and regulations, FDCPA, and state consumer protection laws.
• Strong ability to perform standard front-line collections duties.
• Ability to work professionally and courteously with debtors, team members, and clients.
• Excellent coaching and mentoring skills in developing staff.
• Ability to process large volume of work and multi-task in an efficient and precise manner.
• Detail-oriented with strong decision‑making skills.

The Recovery Operations/Collections Supervisor role is an onsite position.