SWBC is seeking a talented individual who supervises staff and activities related to the collection and adjustment of severely delinquent accounts.

Responsibilities

- Supervise staff and activities involved in providing efficient and effective customer service and collection support, including the administration of collection calls.
- Conduct interviews for open positions, process time cards, manage work schedules, and provide coaching, counseling, disciplining, and resolution of personnel‑related issues.
- Oversee and monitor outbound service calls to ensure quality standards, compliance with policies and procedures, and timely feedback.
- Establish and maintain effective communication with financial institutions to meet client expectations.
- Monitor and enforce quality expectations by reviewing, coaching, and counseling representatives on their calls and quality reviews.
- Assist in the development of training programs to meet ongoing customer service initiatives by identifying and coordinating training needs.
- Monitor and enforce the timely execution of various department activities and maintain workload queues to ensure effective customer service.
- Perform other duties as assigned.

Qualifications

- High school diploma or GED required.
- Minimum five (5) years of call‑center experience, preferably in telephone collecting.




- Minimum two (2) years of supervisory/leadership experience.
- Ability to lead, direct, and be visible to staff and direct reports.
- Ability to coordinate and organize work while meeting multiple deadlines.
- Strong working knowledge of consumer laws and regulations relating to collection.
- Strong working knowledge of telephone collecting and/or understanding the processing of delinquent accounts.
- Strong working knowledge of the Fair Debt Collection Practice Act (FDCPA).
- Working knowledge of personal computers (MS Word and Excel).
- Display core leadership abilities: planning/organization, motivation, conflict resolution, analytical, team‑building, and interpersonal skills.
- Excellent analytical and problem‑resolution skills.
- Ability to work under sometimes stressful conditions while maintaining professionalism and enthusiasm.
- Ability to provide a high level of customer service to customers.
- Ability to sit for long periods of time analyzing, executing, updating, and validating business reports and/or collection accounts.

Additional Information

- SWBC is a substance‑free workplace and requires pre‑employment drug testing.
- Ability to travel locally and/or nationally.

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📌 Collections Supervisor (Monterrey)
🏢 SWBC
📍 Monterrey