Collections Supervisor - Collections

First Horizon•Knoxville, TN

About The Position

At First Horizon Bank Operations, we are on a mission to deliver a seamless customer experience. We are passionate about doing things right and doing the right things. We collaborate with each other and with our internal business partners to delight our customers. We believe in creating an environment where everyone’s ideas are valued so that the team operates at its best. Our team members serve with humility and a deep commitment to their responsibility to be the best at serving their customers one opportunity at a time. Position Overview: The Collections Supervisor leads the day-to-day operations of multiple Collections functions and technical processes, ensuring high standards of quality, productivity, regulatory compliance, and client service while protecting the bank’s loan assets. This role provides supervisory support to the Collections and Recovery teams, oversees reporting reviews, manages escalation calls, resolves issues, consults, and collaborates with DSC management, contributes to tactical planning, and participates in departmental projects to strengthen contingency planning and regulatory adherence. We seek a dedicated, disciplined individual who thrives in a team environment, takes ownership, and is enthusiastic about achieving results.

Requirements

High school diploma required; bachelor’s degree preferred.
2–4 years of supervisory experience required; 5–8 years preferred.
Experience in collections, recovery, call center operations, or financial services strongly preferred.
Excellent verbal and written communication skills with the ability to effectively interact with associates, cross-functional partners, and clients.
Strong people-management and leadership capabilities, including coaching, motivation, and accountability.
Proficiency with Microsoft Office (Word, Excel, Outlook) and familiarity with collections systems and reporting tools.
Ability to work under pressure, meet deadlines, and manage multiple processes simultaneously while maintaining a positive, client-focused attitude.
Strong problem-solving, judgment, and organizational skills; attention to detail and commitment to quality.
Ability to safely and successfully perform the essential job functions consistent with or without the ADA, FMLA and other federal, state and local standards
Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
Must be able to talk, listen and speak clearly on telephone

Responsibilities

Oversee daily Collections activities to ensure adherence to policies, procedures, and regulatory requirements; provide guidance on exceptions, adjustments, and compliance matters.
Provide supervisory coverage and support for Collections and Recovery teams; review reports, manage escalations, and resolve operational issues.
Develop and maintain in-depth knowledge of credit products and services; engage in client contact when appropriate; prepare and send follow-up communications and referrals.
Lead and develop associates, including hiring recommendations, workload management and delegation, onboarding and training, performance monitoring and evaluations, coaching, and corrective/disciplinary actions up to and including termination.
Consult and collaborate with DSC management; contribute to tactical planning and participate in projects that enhance contingency planning, process improvement, and regulatory compliance.
Maintain accurate documentation and metrics; analyze trends, track KPIs, and recommend process or policy enhancements to improve outcomes and client experience.
Uphold data privacy, information security, and ethical standards in all activities