Collections Supervisor

Concord is a Loan Servicing fintech company dedicated to helping borrowers manage their financial obligations with clarity and respect. Our Contact 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