Collection Supervisor

State of Montana•Helena, MT

2d•Hybrid

About The Position

Make a meaningful impact on Montana’s workforce and business community by leading efforts that ensure fair, efficient, and compliant recovery of public funds. As the Collections Supervisor, you will guide a dedicated team that supports the integrity of the Unemployment Insurance and Employment Standards programs. This role offers the opportunity to strengthen operations, improve outcomes for customers, and contribute to responsible stewardship of public resources in a collaborative, growth-oriented environment. The Fiscal Support Bureau provides critical financial and administrative support to programs that serve Montana’s workers and employers. This position leads the collections function for the Unemployment Insurance Division (UID) and Employment Standards Division (ESD), ensuring effective recovery operations and compliance with applicable laws and policies. The Collections Supervisor oversees staff, monitors performance, and improves processes to reduce outstanding debt and prevent loss of recoverable funds. This role directly supports division goals by promoting accountability, consistency, and high-quality customer service.

Requirements

Demonstrated experience leading or coordinating the work of others in a setting that involves collections, financial operations, compliance, or customer account resolution.
Experience interpreting and applying policies, regulations, or standards to ensure consistent and compliant outcomes.
Proven ability to analyze data, monitor performance metrics, and use findings to improve processes or results.
Strong written and verbal communication skills, including experience handling complex or sensitive customer interactions.
Experience maintaining accurate records and working with case management systems or similar tools.
Leadership and team development: Lead staff, set clear expectations, provide coaching and feedback, and foster a culture of accountability and continuous improvement.
Communication and negotiation: Communicate clearly and professionally, navigate difficult conversations, and negotiate payment solutions with diverse customers.
Regulatory knowledge and application: Interpret and apply collection practices, policies, and relevant regulations in complex or sensitive situations.
Data analysis and performance management: Use metrics and data to evaluate performance, identify trends, and guide operational decisions.
Problem-solving and conflict resolution: Assess issues, resolve disputes, and make sound decisions in a fast-paced, goal-driven environment.
Organization and time management: Manage multiple priorities, maintain accurate records, and ensure timely completion of work.
Customer service and relationship management: Provide responsive, respectful service and build trust with internal and external stakeholders.
Attention to detail and accuracy: Maintain precision in documentation, reporting, and case management activities.

Nice To Haves

A degree in business, finance, public administration, or a related field may supplement relevant professional experience but is not a substitute for demonstrated skills and competencies in the areas noted above. Equivalent combinations of education and directly related experience will be considered.

Responsibilities

Lead and develop staff: Supervises, coaches, and supports collections staff to build a high-performing, accountable team focused on results and professional growth.
Monitor collection performance: Tracks daily activities, account status, and recovery metrics to ensure targets are met and issues are addressed promptly.
Ensure regulatory compliance: Applies state and federal laws, rules, and policies to collection activities and ensures consistent adherence across the team.
Resolve complex cases: Manages escalated accounts by reviewing case details, communicating with customers, coordinating with divisions, and engaging legal partners as needed.
Improve collection processes: Collaborates with leadership to evaluate workflows, identify gaps, and implement strategies that increase recovery rates and efficiency.
Evaluate and develop employees: Conducts performance evaluations, provides training, and supports ongoing staff development and skill-building.
Build customer relationships: Establishes and maintains professional relationships with customers to facilitate resolution of outstanding balances and promote compliance.
Report and analyze outcomes: Prepares reports and analyzes trends to inform leadership decisions and support continuous improvement efforts.

Benefits

Work/life balance with hybrid schedules or partial telework may be available within the state of Montana.
38 paid days off a year including vacation, sick leave and holidays.
Military leave: You’ll get up to 15 days of military leave with full pay.
Longevity raises with continuous service, as well as any negotiated market increases and state statutory raises.
Health, dental, vision, life insurance coverage, flexible spending accounts, EAP
Free telehealth and access to free employee medical clinics through our medical plan
Choice between two retirement plans with an employer contribution between 8.73%25 - 9.07%25 of your annual salary. A third optional 457(b) deferred compensation plan is also available.
Public Service Loan Forgiveness- Employment with the State of Montana may qualify you to receive loan forgiveness
Career progression, training opportunities and room for professional growth.
State employee discounts at various businesses across the state.
This position may be covered by a Voluntary Employee Beneficiary Association (VEBA)