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Card Collections Supervisor - Heathrow, FL
mid · Operations
Step into a leadership role where you help customers get back on track while building a strong, supportive team. You’ll coach and motivate a front-line group of about 20 specialists to deliver clear, respectful, solutions-focused conversations. If you thrive in a fast-paced environment, stay calm under pressure, and enjoy improving how work gets done, this role offers meaningful impact and growth.
As a Collections Supervisor on the Credit Card Collections team, you will lead and develop a front-line team supporting customers with past-due credit card accounts. You’ll coach to key behaviors and quality standards, manage performance, and remove barriers so your team can deliver consistent outcomes. You’ll handle escalations, partner with internal teams, and apply judgment to decisions guided by policy. You’ll also identify opportunities to improve processes, strengthen controls, and enhance the customer experience.
You’ll create an inclusive environment where people feel supported, respected, and set up to succeed. You’ll use performance and quality insights to prioritize daily work, reinforce effective behaviors, and help your team deliver consistent, customer-focused results.
Job responsibilities
- Lead, coach, and develop a team of front-line collections specialists to meet quality and performance expectations
- Model effective customer conversations and reinforce key behaviors through regular coaching and feedback
- Manage performance, including goal-setting, reviews, and corrective action when needed
- Support hiring, onboarding, engagement, and retention of top talent
- Foster an inclusive team environment where all employees feel supported and respected
- Resolve complex and escalated employee and customer issues with professionalism and urgency
- Prioritize daily work, manage competing deadlines, and ensure consistent execution
- Partner with internal stakeholders to remove obstacles and improve end-to-end outcomes
- Analyze performance and quality data to identify trends, root causes, and improvement opportunities
- Recommend and implement process or workflow enhancements to improve efficiency and service
- Execute and support control initiatives and comply with applicable practices and procedures
Required qualifications, capabilities, and skills
- Two years of people management experience
- Experience in financial services or a related customer-facing environment
- Strong coaching, feedback, and performance management skills
- Demonstrated ability to handle escalations and resolve complex issues
- Strong written and verbal communication skills, including the ability to influence and build relationships
- Strong problem-solving and conflict resolution skills, with sound judgment guided by policy
- Ability to interpret and analyze performance data to inform decisions
- Proficiency with Windows operating systems and Microsoft Office tools
- Comfort working in a phone-based customer interaction environment
- High school diploma or equivalent
Preferred qualifications, capabilities, and skills
- Call center leadership experience
- Bilingual in English and Spanish
- Collections experience
- Experience leading within a large operations organization
- Advanced computer proficiency (reporting tools, productivity tools, and data analysis)
- Bachelor’s degree
Additional information
Work schedules vary and may include evenings and weekends. This role requires consistent, phone-based customer interaction and real-time coaching support for your team.