Collections Supervisor

Brightshore Mortgage•Ocala, FL

5d•Onsite

About The Position

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.

Requirements

Minimum of three (3) years of mortgage servicing, collections, loss mitigation, default servicing, or related experience required.
Minimum of one (1) year of supervisory, team lead, coaching, or demonstrated leadership experience preferred.
Direct mortgage collections experience strongly preferred.
Demonstrated experience driving collection performance, borrower contact, payment resolution, promises to pay, cure rates, or other delinquency performance measures.
Experience coaching collectors through call monitoring, performance reviews, side-by-side coaching, and targeted development.
Experience managing delinquent account queues, dialing strategies, account segmentation, and collection campaigns.
Working knowledge of mortgage servicing, delinquency management, payment processing, loss mitigation, bankruptcy, foreclosure, and default servicing processes.
Experience working within a regulated collections environment and applying applicable borrower communication and consumer protection requirements.
Experience reviewing collection performance data and using results to adjust strategies, priorities, staffing, or employee coaching.
Experience with mortgage servicing systems, contact-center/dialing platforms, call monitoring, and performance reporting preferred.
Experience supporting audits, quality reviews, compliance monitoring, or regulatory examinations is preferred.
Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)
Word processing (speed and accuracy)
MSP or FICS’ Mortgage Servicer a plus
Email
Internet software
Use typical office equipment (computers, fax, phones, copiers, scanners, etc.)
Vision (with or without correction) sufficient to read a computer screen and to operate office equipment
Clear speaking voice on the telephone, in person, and recorded
Hearing within normal ranges in noise environments typical of office
Able to sit for long periods of time at computer or other workstation and in meetings
Able to use computers and operate equipment
Able to lift 10 pounds occasionally unassisted

Nice To Haves

Associate's or Bachelor's degree in Business Administration, Finance, Management, or a related field preferred.
Relevant mortgage servicing and collections leadership experience may be considered in lieu of post-secondary education.

Responsibilities

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 compliance concerns.
Develops team members' communication, negotiation, problem-solving, servicing knowledge, and ability to positively guide borrowers toward appropriate resolution.
Ensures appropriate staffing, scheduling, workload distribution, and coverage to support collection objectives and borrower accessibility.
Partners with Training, Quality Assurance, Compliance, Human Resources, and Servicing leadership to address employee development and performance needs.
Participates in recruiting, interviewing, onboarding, training, performance evaluations, corrective action, and employee development.
Creates a positive, accountable, and high-performance team environment where employees take ownership of results and consistently deliver professional borrower experiences.
Performs other supervisory responsibilities necessary to support the effectiveness of the Collections team.
Lead daily collection activities to maximize borrower contact, payment resolution, cure opportunities, and successful delinquency outcomes.
Actively manage delinquent portfolios and collection queues to ensure accounts receive timely, appropriate, and consistent collection activity.
Develop and execute collection strategies based on delinquency stage, borrower behavior, portfolio trends, investor requirements, and historical performance.
Monitor right-party contacts, payments collected, promises to pay, promises kept, cure rates, roll rates, productivity, call quality, and other key performance indicators.
Establish daily, weekly, and monthly collection goals and maintain clear visibility into team and individual performance.
Review collection results throughout the day and adjust dialing strategies, staffing, priorities, or account segmentation when performance indicates an opportunity.
Monitor borrower calls and interactions to identify opportunities to improve communication, negotiation, payment resolution, compliance, and borrower experience.
Coach team members to confidently ask for payment, identify barriers to payment, overcome appropriate objections, and guide borrowers toward sustainable resolution.
Ensure collectors appropriately identify borrower hardship and recognize when borrowers should be transitioned or referred for available loss mitigation assistance.
Promote early intervention and proactive borrower engagement to prevent delinquency from progressing whenever possible.
Ensure payment commitments are appropriately documented, tracked, and followed up on when not fulfilled.
Identify recurring borrower objections, payment barriers, contact challenges, or process issues and develop strategies to improve results.
Maintain collection practices that are respectful, professional, solution-oriented, and consistent with the Company's borrower experience expectations.
Ensure collection activities comply with applicable federal and state requirements, FDCPA requirements where applicable, UDAAP principles, bankruptcy restrictions, cease-and-desist requirements, communication restrictions, investor and agency guidelines, and Company policies and procedures.
Partner with Compliance and Quality Assurance to review call monitoring results, complaints, exceptions, and trends and implement timely corrective action when needed.
Review borrower complaints and escalated collection interactions to identify root causes, resolve concerns, and determine whether broader coaching or process changes are warranted.
Partner with Training to strengthen new-hire, refresher, and remedial collections training based on actual performance and quality results.
Collaborate with Loss Mitigation, Customer Experience, Default, Bankruptcy, Foreclosure, and other Servicing teams to ensure appropriate and timely borrower resolution.
Utilize servicing systems, dialing technology, digital communications, reporting, automation, and Conversational AI to improve borrower engagement and collection effectiveness.
Evaluate calling strategies, account segmentation, scripts, workflows, communication channels, and technology and recommend improvements based on actual results.
Identify opportunities to increase self-service and digital payment adoption and make it easier for borrowers to resolve delinquency.
Analyze portfolio and collector performance to identify trends, emerging risks, high-opportunity segments, and areas requiring additional attention.
Maintain accurate reporting and provide leadership with meaningful updates regarding collection performance, delinquency trends, challenges, opportunities, and action plans.
Ensure servicing system notes, borrower commitments, contact results, account statuses, and other required collection documentation are complete and accurate.
Identify opportunities to reduce unnecessary manual work, improve collector productivity, and increase the amount of time team members spend on meaningful borrower engagement.
Establish appropriate follow-up and escalation processes so borrower issues and payment opportunities are carried through to resolution.
Participate in testing and implementation of new collection technology, workflows, scripts, communication strategies, and operational enhancements.
Support internal audits, regulatory examinations, investor reviews, client requests, and quality reviews involving collection operations.
Remain current on mortgage servicing collection requirements, regulatory developments, investor and agency guidelines, and industry practices.
Foster a culture of positivity, accountability, transparency, continuous improvement, and ownership while reinforcing that strong collection performance and exceptional borrower treatment are complementary objectives.
Perform additional duties and special projects as assigned.