Payments Services Supervisor: Lead Compliance & Payments

Safeway; Phoenix (AZ); Hybrid; USD 75,000 - 110,000; Full time

Benefits offered by this job

Competitive wages paid weekly

Access to up to 50% of earned wages (v

Association discounts

Job summary

Albertsons Companies in Phoenix, AZ is seeking a Payment Services Supervisor to lead compliance, quality, and performance in a high-volume contact center. This role provides U.S.-based regulatory oversight within a hybrid onshore/offshore model and supports payment processing, disputes, and fraud prevention while ensuring a high-quality customer experience.

You will oversee onshore and offshore teams, set KPIs, coach staff, manage scheduling, and partner cross-functionally to drive process

Qualifications

• Bachelor’s degree in business or related field (or equivalent experience).
• 5+ years of contact center or customer service experience.
• 3+ years of payments, collections, banking, or A/R experience.
• 3+ years of leadership or supervisory experience.
• Strong knowledge of FDCPA, FCRA, TCPA, UDAAP, NACHA, and PCI compliance; experience with collections systems and reporting tools.

Responsibilities

• Lead daily contact center operations across onshore and offshore teams.
• Set performance expectations, coach employees, and drive accountability to KPIs.
• Monitor operational outputs, reporting, and service levels.
• Oversee scheduling, forecasting, and staffing alignment.
• Optimize dialer and workforce management processes.
• Ensure adherence to attendance and productivity standards.
• Serve as final escalation point for complex or high-risk issues.
• Ensure timely and effective resolution of customer inquiries and disputes.
• Drive consistency and quality across all customer interactions.
• Ensure compliance with FDCPA, FCRA, TCPA, UDAAP, NACHA, and PCI requirements.
• Oversee payment processing, collections, disputes, and fraud prevention.
• Support audits, enforce controls, and mitigate financial and regulatory risk.
• Analyze operational data and performance trends across systems.
• Ensure system accuracy and functionality.
• Partner cross-functionally to enhance processes, reporting, and technology.
• Collaborate with internal teams and external partners.
• Provide guidance to offshore supervisors to drive alignment and execution.

Skills

Leadership

Operations management

Regulatory compliance knowledge

Customer service

Decision making

Education

Bachelor’s degree in business or related field

Tools

Dialer platforms

Reporting tools

Payments systems

Job description

Albertsons Companies in Phoenix, AZ is seeking a Payment Services Supervisor to lead compliance, quality, and performance in a high-volume contact center. This role provides U.S.-based regulatory oversight within a hybrid onshore/offshore model and supports payment processing, disputes, and fraud prevention while ensuring a high-quality customer experience.

You will oversee onshore and offshore teams, set KPIs, coach staff, manage scheduling, and partner cross-functionally to drive process