Collections Supervisor

First National Bank of America • Lansing, MI

8h • Onsite

About The Position

First National Bank of America is seeking a Collections Supervisor to lead a team of collectors in a fast‑paced, high‑stakes environment. This role sets the tone for performance, professionalism, and how we engage with customers—even when conversations are challenging. We’re looking for a confident, people‑focused leader who knows how to motivate a team, drive accountability, and deliver results. You take pride in developing others, setting clear expectations, and leading with consistency. Because FNBA underwrites and services all loans in‑house, this role offers true ownership and impact from both a people and performance standpoint.

Requirements

• Strong attention to detail with excellent time‑management and prioritization skills
• Ability to handle difficult customer interactions calmly and effectively in a fast‑paced environment
• Proven problem‑solver with sound judgment under pressure
• Proficient in Microsoft Excel, Word, and general computer systems

Nice To Haves

• Prior management and call center experience preferred
• Bilingual or multilingual skills preferred; Spanish and/or Portuguese a plus

Responsibilities

• Lead, motivate, and hold Collectors accountable for strong performance
• Oversee daily Collections operations and workflow
• Handle escalated/supervisor‑level calls and delinquency resolutions
• Approve payment arrangements and repayment plans
• Support hiring, training, coaching, scheduling, and ongoing development
• Monitor calls to ensure quality, compliance, and customer service standards
• Maintain department policies and implement new initiatives as needed

Benefits

• Medical – Multiple plans to choose from including HSA and traditional. Premiums as low as $0.00
• Dental – Premiums as low as $0.00
• Vision – Low premium Plan
• Discounted childcare
• Pet Insurance
• Paid Time Off (PTO)
• 401k with employer match

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees