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,

📌 Collections Supervisor (Monterrey)
🏢 SWBC
📍 Monterrey