Collections Supervisor

Progressive Leasing; Salt Lake City (UT); Remote; USD 55,000 - 75,000; Full time

Job summary

Progressive Leasing is seeking a Supervisor, Collections to lead and mentor a team of collection agents while driving performance and delivering exceptional customer experiences. This remote-friendly role can be performed from anywhere within a 60-mile radius of Draper, UT.

You will oversee daily operations, coach on interaction methods, monitor metrics, and handle escalations. The position reports to the Collections Manager and supports a collaborative, fast-paced environment.

Qualifications

• Experience in debt collections or recovery environments.
• Spanish language skills are a plus.
• Availability for 11:30AM–8:00PM shift.
• Excellent verbal and written communication abilities.
• Strong interpersonal skills with coaching/mentoring aptitude.
• Proficiency with Microsoft Office, especially Excel.
• Understanding of FDCPA and TCPA requirements.

Responsibilities

• Lead and develop collection agents to meet performance goals.
• Train team on effective customer interaction and collection methods.
• Provide timely feedback and direction on team behavior.
• Motivate the team to achieve results.
• Document accounts and agent performance accurately.
• Collaborate with Progressive Customers to deliver exceptional experiences.
• Handle escalated customer situations.
• Be the first point of contact for team/department questions.
• Ensure service levels and saturation meet expectations.
• Set monthly team goals and communicate action plans.

Skills

Collections experience

Spanish language

Communication skills

Interpersonal skills

Coaching

Tools

Microsoft Excel

FDCPA knowledge

TCPA knowledge

Job description

Progressive Leasing is a leading provider of in-store and e-commerce lease-to-own solutions. With more than 20 years in FinTech, we’ve grown from start-up to industry leader by innovating, simplifying, and valuing people. We are a subsidiary of PROG Holdings (NYSE: PRG), a FinTech holding company with three business segments: Progressive Leasing, Purchasing Power (a leading employee purchase program for consumer products and services using payroll deduction), and Four, a Buy Now Pay Later (BNPL) platform. We are currently hiring a

Supervisor, Collections

to help grow our company and ensure our mission is achieved!This role is a work from home position and can be performed remotely within a 60-mile radius of Draper, UT.

Employee Value Proposition (EVP)

PROG is dedicated to providing people with opportunity; opportunity for inclusive collaboration, opportunity for innovation, and opportunity for development.

WE ARE:

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 assistance that we provide, and we love to continuously pursue excellence and compassion in all that we do!

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.

YOUR DAY-TO-DAY:

• 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

YOU’LL BRING:

• 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

Progressive Leasing welcomes and encourages diversity in the workplace. We do not discriminate in any aspect of employment on the basis of race, color, religion, national origin, ancestry, gender, sexual orientation, gender identity and/or expression, age, veteran status, disability, or any other characteristic protected by federal, state, or local employment discrimination laws where Progressive Leasing does business.