Collections Supervisor

Department-of-Taxation; Richmond (VA); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Two telework days per week

Job summary

The Virginia Department of Taxation's Office of Compliance is hiring a Collections Supervisor to lead a dynamic, multi-generational team delivering results in Virginia's fiscal health.

You will oversee high-volume collections activities across multiple areas in a hybrid environment, solve complex problems, interpret evolving laws, and ensure fair treatment of taxpayers while safeguarding information. The role supports modernization efforts and offers telework two days per week.

Qualifications

• Tax knowledge for individual income, withholding, sales, and corporate tax regulations.
• Experience supervising collections operations and teams up to 10 employees.
• Strong conflict management with personnel relations and performance actions.
• Excellent written and verbal communication for diverse audiences.
• Advanced MS Office, data analysis, dashboards, and reporting.

Responsibilities

• Lead and develop a multi-generational team in a hybrid environment across collections areas.
• Interpret evolving legislation and ensure compliant collection practices.
• Monitor productivity, conduct quality sampling, and drive process improvements.
• Collaborate with leadership to achieve agency modernization goals.

Skills

Tax expertise

Leadership in high-volume environments

Conflict resolution

Strategic communication

MS Office proficiency

Job description

Title: Collections Supervisor

State Role Title:Financial Services Manager I

Hiring Range: $65,000 - $75,000

Pay Band: 5

Agency: Department of Taxation

Location:Main Street Center

Agency Website:https://www.tax.virginia.gov/work-with-us

Recruitment Type: Agency Employee Only - A

Job Duties

Ready to Lead Virginia's Tax Collections into the Future?

The Virginia Department of Taxation's Office of Compliance is hiring a Collections Supervisor to lead a dynamic, multi-generational team of up to 10 professionals who are making a real difference in Virginia's fiscal health.

What You'll Do:

This isn't your typical management role; it's a strategic leadership position where your decisions matter. In an effort to develop skills across all areas within the Collections umbrella, you may supervise a team in any of the following areas: high-volume collections call center, field collections, court debt collections, legal enforcement, financial hardship and/or tobacco tax administration.

Your day-to-day will be anything but routine: solve complex problems using critical thinking, interpret evolving legislation, build a collaborative culture across Gen Z to Boomer team members in a hybrid environment, navigate personnel matters, and ensure every taxpayer is treated fairly while protecting sensitive information.

What Makes This Role Special:

You'll have the independence to lead with your vision while working alongside a hybrid team that values innovation and results. Your work directly ensures businesses and individuals resolve tax liabilities through professional, customer-focused service that upholds Virginia state laws and collection regulations. You'll assess controls, monitor productivity, conduct quality sampling, and continuously improve how Virginia manages collections.

Additionally, Virginia Tax is undertaking a multiyear effort to modernize its systems and services, including replacing its current tax accounting system. This work will bring new tools and processes to teams across the agency and create opportunities to improve how we serve taxpayers. As these changes take shape, many roles will involve learning new approaches and adapting to evolving ways of working. We welcome candidates with varied experiences and perspectives who are motivated to contribute to this effort and help strengthen service to the Commonwealth.

Work-Life Balance:

Enjoy two telework days per week (Mondays and Fridays) while collaborating in-person Tuesday through Thursday at our Main Street Center Office in downtown Richmond (600 East Main Street).

Compensation:

Competitive salary range is between $65,000 - $75,000.

At Virginia Tax…

We are dedicated, resourceful individuals who strive to exceed our customers’ expectations.Not only do we serve the public, we are the public. We are a part of a community that cares about and celebrates each other, who promote opportunities for growth within a stable environment, and support a healthy work-life balance.

What we do matters. So do you.

As a member of the Virginia Tax team, you can expect additional benefits such as:

• Job stability and quality of life! Enjoy your work/life balance with flexible schedule options.
• 12 Paid State holidays on top of vacation, sick, volunteer, and personal leave!
• Comprehensive and affordable health benefits.
• Got student loans? You may be eligible for the Public Service Loan Forgiveness program.
• Participation in the Virginia Retirement System, VA 457 Deferred Comp, and more.

Minimum Qualifications

Please note that only current Virginia Department of Taxation employees will be considered for this role.

• Tax Expertise: Proficient knowledge of individual income, withholding, sales, and corporate tax regulations, including practical experience applying tax law to complex collection scenarios and delinquent account resolution
• Proven Leadership in High-Volume Environments: Supervisory experience managing collections operations, sales teams, tax debt recovery, and/or call center environments with measurable performance outcomes. Experience leading teams of up to 10 employees preferred.
• Expert Conflict Resolution: Strong conflict management skills with extensive experience navigating personnel relations issues, including performance management, disciplinary actions, grievances, and team disputes while maintaining morale and productivity
• Strategic Communication: Strong written and verbal communication skills with the ability to tailor messaging for diverse audiences including senior leadership, staff at all levels, external stakeholders, taxpayers, and business owners. Experience preparing reports, presentations, and policy documentation.
• Technical Proficiency: Advanced proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) including data analysis, reporting dashboards, and executive presentations. Comfort learning new collections software and automation tools.

Additional Considerations

• Government Sector Experience: Local, state, or federal government experience, particularly in revenue collection, tax administration, or regulatory compliance environments
• Modern Workforce Management: Experience successfully leading and developing remote and/or hybrid teams, including virtual performance management, building team cohesion across locations, and maintaining productivity in flexible work arrangements
• Change Leadership: Experience implementing new systems, technologies, or processes in a collections or compliance environment
• Customer Service Excellence: Proven track record of delivering high-quality, professional customer service in high-pressure situations. Ability to engage effectively with members of the public, including difficult conversations with delinquent taxpayers, while maintaining empathy and professionalism.
• Analytical and Quality Management: Experience conducting quality assurance reviews, analyzing performance metrics, identifying trends, and implementing process improvements to enhance accuracy and efficiency
• Legislative and Policy Acumen: Demonstrated ability to understand, interpret, and apply tax policy, state and federal laws, collection regulations, and procedural requirements. Experience translating complex legal language into actionable guidance for staff.
• People Development Skills: Demonstrated success providing direct training, mentorship, coaching, and professional development to staff members across different experience levels and learning styles. Ability to build capability while maintaining accountability.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

Consideration for an interview is based solely on the information within the application.

All Virginia Department of Taxation employees must be current with filing their Virginia state tax returns ensuring they were filed in compliance with established laws, rules and regulations.

Virginia Tax participates in E-Verify.

Selected candidate(s) will be required to consent to and successfully pass a background investigation which includes fingerprint-based criminal history, tax compliance, and DMV driving record (if applicable) checks.

The selected candidate will be prohibited from performing tax or accounting services for compensation during or outside business hours.

It is the policy of the Commonwealth that all aspects of human resource management be conducted without regard to race (or traits historically associated with race including hair texture, hair type, and protective hairstyles such as braids, locks, and twists); sex; color; national or ethnic origin; religion; sexual orientation; gender identity or expression; age; veteran status; marital status; political affiliation; disability; genetic information; and pregnancy, childbirth, or related medical conditions. Virginia Tax also prohibits retaliation against individuals who raise concerns regarding discrimination, participate in an investigation or complaint process, or otherwise exercise rights protected by law.

Virginia Tax is committed to providing equal opportunity to disabled individuals and willing to provide reasonable accommodations to enhance opportunities for individuals with disabilities. Reasonable accommodations are available to applicants with disabilities, if requested, during the application and/or interview process. If accommodations are needed, please contact Human Resources at [phone].

In support of the Commonwealth’s commitment to expanding employment opportunities for individuals with disabilities, qualified applicants are encouraged to apply through the Commonwealth’s Alternative Hiring Process (AHP). Applicants seeking consideration through the AHP must obtain an AHP Letter from the Virginia Department for Aging and Rehabilitative Services (DARS) or the Department for the Blind and Vision Impaired (DBVI) and submit the appropriate documentation with their application. Individuals who need an AHP Letter may request one through DARS at https://dars.virginia.gov/employment-services/for-individuals/ahp-letter/. Veterans with disabilities who may qualify for the Alternative Hiring Process are also encouraged to request an AHP Letter and provide the appropriate documentation when applying. You may also call DARS at 804-662-7000, or DBVI at 800-622-1555. If you are Deaf/Hard of Hearing, please use the videophone: 804-325-1316.

Contact Information

Name: Virginia Tax Talent Acquisition Team

Phone: [phone]

Email: [e-mail]