Consumer Collections Supervisor

ARMStrong Insurance Services, Inc.; Itasca (IL); On-site; USD 50,000 - 61,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability coverage

401(k) with match

Paid time off 18 days

9 paid holidays

Job summary

Brown & Joseph seeks a Consumer Collections Supervisor to lead a team of 10–15 collectors, ensuring performance, compliance, and client satisfaction.

The ideal candidate has 3–5+ years in consumer collections, with 1–2+ years in a supervisory role, plus strong knowledge of FDCPA, TCPA, and Regulation F. Illinois-based, on-site, with competitive benefits.

Qualifications

• 3–5+ years consumer collections experience, with at least 2+ years in third-party/agency collections.
• 1–2+ years in a lead, senior collector, or supervisory role.
• Strong working knowledge of FDCPA, TCPA, Regulation F, FCRA, and state licensing requirements.

Responsibilities

• Supervise, coach, and develop collectors; monitor performance metrics; conduct coaching sessions and reviews.
• Ensure adherence to debt collection regulations; review calls for quality and compliance; manage sensitive accounts; handle complaints.
• Oversee multiple client portfolios; enforce client-specific guidelines and monitor performance.
• Prepare regular performance reports; support audits; collaborate with Compliance, Legal, IT, and Client Services.

Skills

Consumer collections

Leadership

Compliance

Excel

Bilingual

Job description

ARMStrong Insurance Services is the leading and most trusted name in the world of debt recovery and financial solutions. With a track record of excellence and reliability, we have proudly served businesses across various industries for decades, ensuring efficient B2B collections and tailored debt recovery solutions. As the parent company, ARMStrong is proud to own and operate Brown & Joseph, Paragon, and SubroIQ, each a powerhouse in its own right, providing specialized expertise in debt management and financial services.

Brown & Joseph is seeking a Consumer Collections Supervisor as we continue to grow our team! In this role, you will be responsible for leading a team of 10–15 debt collectors while ensuring strong performance, regulatory compliance, and client satisfaction.

Job Description:

Team Leadership:

• Supervise, coach, and develop collectors; monitor performance metrics (calls, contacts, payment promises, collections, recovery rates); conduct coaching sessions and performance reviews.

Compliance & Quality:

• Ensure adherence to debt collection regulations (FDCPA, TCPA, Regulation F, and state laws); review calls for quality and compliance; properly manage sensitive accounts (bankruptcy, deceased, attorney-represented, cease-and-desist); handle consumer complaints and maintain audit-ready documentation.

Client & Portfolio Management:

• Oversee multiple client portfolios, enforce client-specific collection guidelines, monitor portfolio performance, and identify issues that could impact client relationships.

Reporting & Collaboration:

• Prepare regular performance reports, support client and compliance audits, work with Compliance, Legal, IT, and Client Services on operational issues, and assist with licensing and regulatory requirements.

Qualifications:

• 3–5+ years consumer collections experience, with at least 2+ years specifically in third-party/agency collections (not first-party/in-house)
• 1–2+ years in a lead, senior collector, or supervisory role
• Strong working knowledge of FDCPA, TCPA, Regulation F, FCRA, and state collection agency licensing requirements
• Proficiency in Excel and client reporting/scorecard formats
• Bilingual (Spanish/English) optional

Compensation and Benefits:

• Compensation is an annual salary of $55,000 per year plus quarterly bonus opportunities
• Great benefits package with health, dental, vision, life, and disability coverage options
• 401(k) retirement plan option with company matching
• Generous paid time off policy (18 days) and 9 paid holidays
• 401(k) plan with company matching and immediate vesting

We look forward to you joining the team!

ARMStrong Insurance Services is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.