Collections Call Center Supervisor

The Collections Supervisor is responsible for overseeing the daily operations of a legal collections team within the firm. This role ensures the accurate movement of accounts, compliance with firm and client directives, and adherence to all federal and state regulations governing debt collection. The Supervisor monitors team performance, ensures quality control, and drives results aligned with firm delinquency and recovery targets.

This position plays a critical leadership role in motivating staff, maintaining operational efficiency, and ensuring regulatory compliance while supporting the firm’s financial and client service objectives.

Key Responsibilities

Team Leadership & Performance Management

• Supervise and manage the daily workflow of the collections department.
• Monitor collection agent performance metrics, call activity, and file handling to ensure quality and compliance standards are met.
• Provide coaching, feedback, and performance recommendations based on agent productivity and adherence to firm policies.
• Approve departmental schedules, PTO requests, and overtime in accordance with business needs.
• Foster a positive and professional work environment that promotes accountability, morale, and teamwork.

Operations & File Management

• Oversee movement, disposition, and closing of files in accordance with firm and client policies.
• Conduct detailed file reviews to ensure accuracy, including:
• Proper addition of POA/OC documentation
• Correct legal status coding
• Accurate payment schedules
• Collection Master system accuracy
• Analyze assigned queues to determine appropriate file disposition.
• Maintain and monitor Financial Diary Code Reports.
• Coordinate maintenance of in-house accounts.
• Perform weekly review and client updates of low-balance files.
• Oversee consumer correspondence including NSF notices, missed payment letters, breach letters, payment plan agreements (PPA), settlements in full (SIF), and paid in full (PIF) communications.

Compliance & Quality Assurance

• Ensure all collection activities comply with FDCPA and applicable state laws.
• Identify operational issues, troubleshoot concerns, and participate in post-mortem analyses to recommend process improvements.
• Maintain strict adherence to firm policies, client directives, and regulatory requirements.
• Keep leadership informed of significant issues, trends, or compliance risks.

Client & Cross-Functional Collaboration

• Collaborate with Partners and firm management to ensure quality service delivery and timeline adherence.
• Participate in daily, weekly, monthly, and annual planning initiatives.
• Serve as a liaison between the collections team and firm leadership to support strategic objectives.

Required

• Strong knowledge of debt collection practices and regulatory requirements, including FDCPA.

Preferred

• Bilingual (English/Spanish).
• Experience using Collection Master (CLS) system.

• Prior supervisory or team lead experience.
• Experience in legal collections or a law firm environment.
• Working knowledge of federal and state laws regulating debt collection.
• Proficiency in Microsoft Office (Excel, Word, Outlook).

Job Type: Full-time

Pay: From $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Work Location: In person