Consumer Collections Supervisor

ARMStrong Insurance Services•Itasca, IL

About The Position

ARMStrong Insurance Services is the leading and most trusted name in the world of debt recovery and financial solutions. With a track record of excellence and reliability, we have proudly served businesses across various industries for decades, ensuring efficient B2B collections and tailored debt recovery solutions. As the parent company, ARMStrong is proud to own and operate Brown & Joseph, Paragon, and SubroIQ, each a powerhouse in its own right, providing specialized expertise in debt management and financial services. Brown & Joseph is seeking a Consumer Collections Supervisor as we continue to grow our team! In this role, you will be responsible for leading a team of 10–15 debt collectors while ensuring strong performance, regulatory compliance, and client satisfaction.

Requirements

3–5+ years consumer collections experience, with at least 2+ years specifically in third-party/agency collections (not first-party/in-house)
1–2+ years in a lead, senior collector, or supervisory role
Strong working knowledge of FDCPA, TCPA, Regulation F, FCRA, and state collection agency licensing requirements
Proficiency in Excel and client reporting/scorecard formats

Nice To Haves

Bilingual (Spanish/English)

Responsibilities

Supervise, coach, and develop collectors; monitor performance metrics (calls, contacts, payment promises, collections, recovery rates); conduct coaching sessions and performance reviews.
Ensure adherence to debt collection regulations (FDCPA, TCPA, Regulation F, and state laws); review calls for quality and compliance; properly manage sensitive accounts (bankruptcy, deceased, attorney-represented, cease-and-desist); handle consumer complaints and maintain audit-ready documentation.
Oversee multiple client portfolios, enforce client-specific collection guidelines, monitor portfolio performance, and identify issues that could impact client relationships.
Prepare regular performance reports, support client and compliance audits, work with Compliance, Legal, IT, and Client Services on operational issues, and assist with licensing and regulatory requirements.