Collections Supervisor

Concord is a Loan Servicing fintech company dedicated to helping borrowers manage their financial obligations with clarity and respect. Our C ontact Center in Chandler, AZ is the frontline of that mission, and the Collections Supervisor plays a key role in leading the team that makes it happen. This is a fully onsite position.

The Collections Supervisor is responsible for overseeing a team of Collections Representatives, driving performance, ensuring regulatory compliance, and fostering a culture of accountability and borrower-first service. The ideal candidate brings 2–3 years of collections supervisory experience within a loan servicing or consumer finance environment.

Responsibilities

• Supervise, coach, and develop a team of Collections Representatives to achieve individual and team performance goals

• Monitor daily queue activity, call quality, and collector effectiveness to ensure productivity and compliance standards are met

• Conduct regular one-on-ones, performance reviews, and call monitoring sessions to provide timely feedback and support team development

• Ensure the team operates in full compliance with FDCPA, FCRA, CFPB guidelines, and all applicable federal and state regulations

• Handle escalated borrower interactions and complex account situations that require supervisory judgment and resolution

• Analyze collections data and reports to identify trends, address performance gaps, and recommend process improvements

• Partner with Training, Quality Assurance, and Compliance teams to support onboarding, ongoing learning, and audit readiness

• Foster a positive, high-performance team culture aligned with Concord’s values of respect, integrity, and borrower-first service

• Manages projects as needed, adapting priorities to meet evolving business needs

Requirements

• 2–3 years of supervisory experience in collections, loan servicing, or a related contact center environment

• Familiarity with AI tools and a willingness to leverage them to improve efficiency and streamline day-to-day administrative tasks

• In-depth knowledge of FDCPA, FCRA, CFPB regulations, and consumer lending compliance requirements

• Proven ability to lead, motivate, and develop a team in a high-volume, performance-driven environment

• Strong analytical skills with the ability to interpret collections metrics and translate data into actionable coaching and strategy

• Proficiency with loan servicing platforms, CRM systems, and workforce management tools.

• Associate’s or bachelor’s degree in Business, Finance, or a related field preferred; equivalent experience will be considered

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Parental Leave (Maternity, Paternity)
• Short-Term & Long-Term Disability
• Wellness Resources