Senior Remote Collections Leader - Coaching & Growth

Mission Lane LLC; United States; Remote; USD 66,000 - 86,000; Full time

Benefits offered by this job

Paid time off

401(k) match

Monthly wellness stipend

Health/dental/vision insurance

Disability coverage

Paid parental leave

Flexible spending account

Life insurance

Remote-first work environment

Job summary

Mission Lane is seeking a hands-on Senior Operations Supervisor, Collections to lead a remote team of collections agents. You will coach, monitor, and review calls to drive negotiation results and improve performance.

You will partner with Compliance, QA, and Workforce Management to analyze trends, hire effectively, and maintain accurate reporting while ensuring a high-standard customer experience. The role requires travel and a strong remote-work discipline.

Qualifications

• 5+ years of experience in collections or recoveries within credit, lending, or banking.
• Ability to personally handle a collections call and negotiate end-to-end resolutions.
• 3+ years managing a team of collections or customer operations associates.
• Experience coaching via live call monitoring, side-by-side coaching, and second-voicing.
• Use performance data to diagnose gaps and build coaching plans that lead to improvement.
• Strong written and verbal communication skills.
• Experience holding a team accountable with consistency and fairness.
• Ability to travel ~6+ times per year for in-person collaboration.
• Ability to work remote schedule with camera-on presence during scheduled workday.
• Reliable home internet (80 Mbps down / 8 Mbps up) and quiet workspace.

Responsibilities

• Supervise and coach a team of ~7 Collections agents in a remote-work environment.
• Conduct call reviews, live monitoring, and side-by-side coaching sessions to build skills.
• Be available to support tough calls and escalate when needed.
• Use data and observations to identify trends and tailor coaching plans.
• Set performance expectations and recognize strong work promptly.
• Help the team adopt new tools, scripts, and processes with clear rationale.
• Partner with Compliance, QA, and Workforce Management on trends and needs.
• Contribute to hiring decisions and maintain accurate reporting.

Skills

Collections experience

Team management

Coaching

Data-driven

Communication

Remote work

Travel readiness

Job description

Mission Lane is seeking a hands-on Senior Operations Supervisor, Collections to lead a remote team of collections agents. You will coach, monitor, and review calls to drive negotiation results and improve performance.

You will partner with Compliance, QA, and Workforce Management to analyze trends, hire effectively, and maintain accurate reporting while ensuring a high-standard customer experience. The role requires travel and a strong remote-work discipline.