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Commercial Collections Supervisor, 1-90-days

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Orion, A Concord Company is a leading provider of credit administration and loan servicing solutions in capital markets, delivering innovative financial technologies that support a wide range of specialty finance clients. We are on a mission to transform the way servicing platforms operate through cutting-edge tools, robust support, and a client-first mindset.

As Commercial Collections Supervisor is responsible for overseeing all collection activities and ensuring optimal performance of the 1-90-day delinquency team.  This role focuses on supervising and training staff, reviewing contracts, and coaching team members to enhance their collection effectiveness.  The supervisor conducts interviews, manages performance reviews, addresses complaints, and removes operational roadblocks to support team success.

As the primary point of contact for client-related collection issues, the supervisor provides guidance and recommendations on accelerated collection efforts when necessary.  This role also manages the delinquency portfolio by building and updating reports, and leading delinquency calls directly with clients to drive resolution and recovery.

Supervisory Responsibility

  • Supervisory of a team of 9-15 employees
  • Conduct 1:1 meetings with team members on a weekly/bi-weekly basis.
  • Assist VP, Outbound with performance reviews and disciplinary warnings (write-ups) offering constructive feedback
  • Motivate team by keeping them updated on KPI successes as well as items that need attention. 
  • Maintain employee schedules, tracking vacation time and scheduling to ensure adequate coverage.

Key Responsabilities

  • Performance Ownership:  Accountable for the results of all collection activities within the 1-90-day delinquency team. Ensure team consistently mees or exceeds performance expectations.
  • Staff Development:  Trains and coaches team members to enhance collection techniques and overall performance.Conducts call audits and contract reviews to guide effective collection strategies.
  • Team Leadership:  Leads interviews, conducts performance evaluations, and addresses employee concerns. Fosters a productive and compliant work environment.
  • Client Relationship Management:  Acts as the primary liaison for Client-related collection issues and escalations. Leads client-facing delinquency calls and manages related reporting.
  • Strategic Collection Oversight:  Recommends and implements accelerated collection efforts when necessary.Oversees delinquency reporting and ensures timely follow-up actions.
  • Compliance & Reporting:  Monitors team metrics using Power BI and internal tools.Ensures adherence to internal policies and regulatory requirements.

Travel

  • Limited need for travel, possible travel to SBLF, some conferences.
Requirements
  • Education and Experience:  Bachelor's degree in relevant field or a minimum 5 years of experience working in and managing collection personnel; or an equivalent combination of experience and training that provides the required knowledge, skills, and abilities. 
  • Leadership & Team Management: Demonstrated ability to lead by example with strong coaching, mentoring, and conflict resolution skills. Must possess a positive attitude and the ability to foster a collaborative team environment.
  • Analytical Skills:  Proficient in analyzing data and managing reporting tools to monitor performance and identify trends.
  • Communication & Client Relations:   Excellent verbal and written communication skills with a strong ability to manage client relationships and resolve escalated issues professionally.
  • Regulatory Knowledge:  Working knowledge of relevant regulations including FDCPA, Rosenthal Act, OFAC, ECOA, SCRA, BSA/AML, GLBA, and UDAAP.
  • Skip Tracing Expertise:  Strong research abilities with demonstrated effectiveness in skip tracing techniques.
  • Technical Proficiency:  Skilled in using various software applications including MS Word, Excel, lease and loan servicing platforms, credit bureau tools, Accurint, TLO,  and other skip tracing resources.
  • Professionalism & Organization:  High ethical standards with the ability to prioritize tasks, organize work efficiently, and maintain attention to detail in a fast-paced environment.

Required Qualifications

  •  CLFP Certification
  • Equipment Finance Experience
  • Working knowledge of repossession and litigation
Benefits
  • Competitive Salary
  • Guaranteed Bonusses
  • Grocery Tickets
  • Medical Insurance
  • Life Insurance
  • Dental Insurance