Quality and Collections Supervisor

Description

• Develop and enforce policies to minimize outstanding debts and financial risk.
• Ensure adherence to the Fair Debt Collection Practices Act and other relevant regulations.
• Partner with corporate training teams to integrate materials into the Learning Management System (LMS).
• Lead and mentor team members to foster a culture of excellence and continuous improvement.
• Manage the end-to-end collections process, ensuring compliance with internal policies and external regulations.
• Collaborate with clients and internal stakeholders to identify training needs and implement solutions that align with TownSq Resale Solutions’ strategic goals.
• Foster a customer-centric culture within the Business Process Outsourcing (BPO) and contact center teams.
• Implement best practices for service quality measurement, employee retention, and client satisfaction.
• Monitor client interactions for quality and compliance, and prepare detailed performance and risk reports.
• Design and deliver comprehensive training programs, including online modules, in-person workshops, and video tutorials to enhance software functionality and contact center best practices.
• Drive continuous improvement initiatives to elevate customer interactions and satisfaction.
• Collaborate with subject matter experts to enhance educational resources for internal and external stakeholders.
• Implement feedback mechanisms and workflow optimizations in partnership with leadership.
• Conduct regular audits and inspections to ensure adherence to quality assurance standards and regulatory compliance.
• Generate strategic reports on collection trends, outstanding AR, and customer payment behaviors.
• Leverage industry-leading tools to maintain compliance with company policies and industry regulations.
• Develop and maintain training content for customer care and collections teams, ensuring alignment with evolving business needs.
• Utilize Salesforce Cloud (a leading customer relationship management (CRM) platform) and data analytics tools to assess collection efficiency and employee performance.
• Set and monitor goals for collections and quality assurance teams, driving performance and accountability.
• Supervise staff handling unpaid invoices, customer disputes, and payment negotiations.
• Utilize Salesforce Cloud to monitor employee development, generate performance dashboards, and provide executive-level reporting.
• Ensure accurate invoicing and timely receipt of payments through collaboration with lenders, title companies, and real estate firms.

Requirements

• Proficiency in Salesforce Cloud and data analytics tools for performance tracking and reporting.
• Preferred experience with Associa systems and supervisory roles for internal candidates.
• Ability to lead and manage teams effectively, fostering a culture of continuous improvement.
• Strong negotiation, problem-solving, and communication skills.
• Knowledge of legal regulations including the Fair Debt Collection Practices Act.
• For external candidates, experience in SaaS platforms and understanding of collection principles, process improvement, and quality assurance methodologies.
• Minimum of 2 years of experience in quality assurance and collections within a SaaS or contact center environment.
• A degree in Business Administration, Finance, or a related field is preferred but not required.
• Minimum of 2 years of supervisory experience in quality assurance and collections is required.
• Candidates with relevant work experience, particularly within Associa or similar property management organizations, are strongly encouraged to apply.
• Strong organizational skills with the ability to manage multiple projects and priorities.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance