Credit & Collections, Supervisor

Job Description Summary Auto Nation  Finance is seeking a highly motivated and experienced Collections Supervisor to join our team. The Collections Supervisor will oversee and manage a team of Recovery Specialists focused on accounts that are 31-60 days past due. This position requires a strategic leader with expertise in managing collections, ensuring compliance, and driving team performance. The ideal candidate will have strong leadership, communication, and negotiation skills, with the ability to balance customer service, collections, and risk management in a fast-paced, high-volume environment.

Organizational Relationships:

The Collections Supervisor will report directly to the Servicing Manager and will manage a team of Loan Counselors.

The role involves collaboration with internal departments such as Risk, Compliance, Customer Service, and Repossession, as well as external vendors. Additionally, the Collections Supervisor will work closely with senior leadership to ensure alignment with organizational goals.

Job Responsibilities:

Team Leadership & Development:

Supervise, mentor, and train a team of Recovery Specialists focused on accounts 31-60 days past due.

Provide ongoing coaching to improve team performance, including daily, weekly, and monthly performance assessments.

Conduct performance reviews and identify training needs to enhance agent skills and achieve departmental objectives.

Collections Oversight:

Oversee collections efforts for accounts that are 31-60 days past due, focusing on high-risk, high-balance loans.

Ensure Loan Counselors adhere to Auto Nation Finance’s collection policies, procedures, and compliance standards while negotiating payment arrangements, settlements, and resolutions.

Monitor the progress of accounts, ensuring that delinquent balances are resolved in a timely manner and minimizing potential charge-offs.

Compliance & Documentation:

Ensure all collection activities comply with FDCPA, CFPB, UDAAP, and other regulatory requirements.

Review and maintain accurate, detailed documentation of all collection activity in servicing systems to support compliance audits and internal reviews.

Ensure that all documentation meets Auto Nation Finance’s standards and follows best practices for collections.

Performance Monitoring & Strategy Implementation:

Track and analyze team performance metrics, providing reports to senior leadership and identifying areas for improvement.

Work closely with the Servicing Manager and leadership to set collection goals, including delinquency reduction and recovery targets.

Develop and implement strategies to improve collection outcomes, reduce delinquency rates, and meet or exceed departmental goals.

Customer Service & Escalation Management:

Oversee customer interactions, ensuring Loan Counselors handle customer inquiries and collections efforts with professionalism and empathy.

Address escalated customer situations and provide support on complex cases where resolutions are difficult or require higher-level negotiation.

Provide guidance on managing difficult conversations and ensuring positive customer interactions throughout the collections process.

Qualifications:

High school diploma or GED required;
Associate’s or Bachelor’s degree in Finance, Business, or related field preferred.

Minimum of 3 years of experience in collections, with at least 1 year in a supervisory role.

Strong knowledge of auto finance collections processes, including negotiation strategies and payment arrangements.

Proven experience in managing collections teams and driving performance improvements.

Strong communication, negotiation, and problem-solving skills.

Ability to develop and execute strategies to improve team performance and collections outcomes.

Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and office management software.

Excellent written and verbal communication skills.

Bilingual (Spanish/English) skills are a plus.

Physical Requirements:

Ability to sit at a desk for extended periods and use a computer and phone regularly.

Occasional light lifting of files or office materials

The intent of this job description is to provide a representative summary of the major…