Collections Supervisor, AZ

Visa Hunt; United States; On-site; USD 60,000 - 90,000; Full time

Job summary

Progressive Leasing, a PROG Holdings subsidiary, seeks a Supervisor, Collections for a remote role within 60 miles of Glendale, AZ. You will lead, coach, and develop a team of collectors, ensuring high-quality customer interactions and adherence to policies. The role emphasizes urgency, energy, and effective coaching to drive results.

You will train staff on collection methods, manage performance data, and address escalated cases while maintaining strong service levels and collaborative teamwork.

Qualifications

• Must have experience in collections.
• Bilingual Spanish preferred but not required.
• Shift: 10:30AM-7:00PM.
• Excellent written and verbal communication.
• Strong interpersonal and customer interaction skills.
• Ability to coach and mentor team members.
• Comfort with urgency, high energy, and enthusiasm.
• Proficiency with Microsoft Office (Excel functions a plus).
• Knowledge of FDCPA and TCPA is a plus.

Responsibilities

• Grow and develop the agent team.
• Train team on customer interaction and collection methods.
• Provide timely feedback and direction on team behavior.
• Motivate the team to hit performance goals.
• Document account and agent performance details.
• Engage with Progressive Customers to deliver strong experiences.
• Handle escalated customer situations.
• Serve as first line of response for questions from team.
• Ensure service levels and saturation meet expectations.
• Set monthly team goals and communicate plans to management.
• Manage time to complete administrative tasks.

Skills

Collections experience

Bilingual Spanish

Communication skills

Coaching/mentoring

Urgency and energy

Microsoft Office

AI tools familiarity

Tools

Microsoft Office Suite

AI-enabled tools

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 aSupervisor, 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 Glendale, AZ.

Employee Value Proposition (EVP):PROGis dedicated to providingpeople 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 notrequired
• Must be available to work the following shift: 10:30AM-7:00PM
• 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, highenergyand 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.