Collections Supervisor

The Collections Supervisor is responsible for leading the mortgage collections team to drive positive, timely, and compliant resolution of borrower delinquency. This position oversees daily collection activities, coaches and develops team members, monitors portfolio and individual performance, and implements strategies designed to increase borrower contact, payment resolution, promises kept, cure rates, and overall collections effectiveness.

The Collections Supervisor creates a high-performance environment where strong results and exceptional borrower treatment go hand in hand. The role uses data, call monitoring, technology, automation, and continuous coaching to improve performance while ensuring all collection activities comply with applicable regulatory, investor, agency, and Company requirements. The Supervisor works collaboratively across all areas of Servicing to identify borrower needs, resolve issues, and help borrowers reach the earliest appropriate and sustainable resolution.

• Collections Leadership:
  Drives strong collection results while maintaining a positive, professional, and compliant approach to borrower engagement.
• Coaching & Development:
  Provides frequent, actionable coaching that improves collector confidence, communication skills, productivity, and results.
• Borrower
  
  Experience:
  
  Creates an environment where borrowers are treated with respect and empathy while team members remain focused on achieving appropriate resolution.
• Performance Management:
  Uses individual and portfolio-level metrics to establish expectations, identify opportunities, recognize success, and address performance gaps.
• Communication & Influence:
  Demonstrates strong listening, negotiation, and communication skills and teaches team members how to effectively guide borrower conversations toward resolution.
• Compliance & Risk Awareness:
  Maintains strong knowledge of collection requirements and ensures borrower communications and collection activities comply with applicable laws, regulations, investor guidelines, and Company requirements.
• Analytical Thinking:
  Uses collection data, delinquency trends, call results, payment behavior, and other performance information to identify opportunities and improve strategies.
• Ownership & Accountability:
  Takes responsibility for team and portfolio results and follows issues through resolution rather than allowing problems or opportunities to remain unresolved.
• Problem Solving:
  Identifies barriers preventing successful borrower resolution and works across the organization to remove them.
• Continuous Improvement:
  Challenges existing collection strategies, workflows, scripts, technology, and processes to improve contact, resolution, efficiency, and borrower experience.
• Technology & Innovation:
  Effectively utilizes dialing technology, servicing systems, reporting, automation, digital communication, and emerging technology to strengthen collection performance.
• Collaboration:
  
  Partners effectively with Loss Mitigation, Customer Experience, Default, Compliance, Quality Assurance, Training, and other teams to achieve successful borrower outcomes.
• Adaptability & Sense of Urgency:
  Responds quickly to changing portfolio conditions, performance trends, regulatory requirements, and borrower needs.
• Leadership & Positivity:
  Creates an engaged, accountable, and supportive environment that encourages strong performance, teamwork, development, and a positive approach to challenging situations.
• Professionalism & Integrity:
  Demonstrates sound judgment, confidentiality, consistency, and high ethical standards in all borrower and employee interactions.

• Directly supervises assigned Collections team members and is accountable for overall team performance, productivity, quality, compliance, and borrower experience.
• Establishes clear individual and team performance expectations and ensures employees understand their goals and results.
• Monitors daily collection activity, borrower contact, payment results, promises to pay, cure performance, call quality, productivity, and other established performance measures.
• Provides frequent coaching, call review, feedback, and development to improve employee effectiveness and collection results.
• Conducts regular individual and team meetings to review performance, priorities, opportunities, and portfolio trends.
• Recognizes and reinforces strong performance while promptly addressing performance, quality, attendance, behavioral, or…