Collections Supervisor, El Paso TX

Prog Leasing, LLC; El Paso, Northern (TX, KY); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Progressive Leasing is seeking a Supervisor, Collections to lead a remote team within 60 miles of El Paso, TX. You will mentor agents, train on effective collection methods, and manage performance with strong customer experience focus.

The role requires prior collections experience, excellent communication skills, and the ability to work the 11:30 AM–8:00 PM shift. Bilingual Spanish is preferred but not required. You will report to the direct manager and drive monthly team goals.

Qualifications

• Experience in collections is required.
• Bilingual Spanish is preferred but not required.
• Availability to work the 11:30 AM–8:00 PM shift.
• Excellent communication skills, both written and verbal.

Responsibilities

• Manage and coach collections agents to meet performance goals.
• Train team members on effective customer interaction and collection methods.
• Monitor agent performance and provide timely feedback.
• Motivate the team to achieve targets.
• Document account details and performance metrics accurately.
• Handle escalated customer situations and ensure compliance with FDCPA and TCPA.
• Set monthly goals and coordinate with the direct manager.

Skills

Experience in collections

Bilingual Spanish (preferred)

Tools

Microsoft Office Suite

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 El Paso, TX.

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.

YOU ARE:

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.

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 BuyNow PayLater (BNPL) platform.