Loan Servicing Supervisor

DigniFi•Irving, TX

13d•Onsite

About The Position

DigniFi is seeking a dynamic and experienced Loan Servicing Supervisor to lead and support its Loan Servicing Department. The role focuses on supervising and developing Collections team members, managing collection performance and daily operations, resolving escalated accounts, and supporting compliant, effective customer service. The supervisor collaborates with internal stakeholders and Collections Management to meet collection goals, address performance and staffing needs, and improve processes. The job description identifies this as an in-office position in Irving, Texas.

Requirements

3–5 years of experience in Collections.
3+ years of experience managing, evaluating, and developing staff in a call center environment.
Proven success in reducing delinquency and charge-offs through effective team leadership.
Working knowledge of the Fair Debt Collection Practices Act (FDCPA) and Consumer Financial Protection Bureau (CFPB).
Strong leadership and people management skills.
Excellent communication, interpersonal, and conflict resolution abilities.
Problem-solving and decision-making capabilities.
Ability to work effectively in a fast-paced, dynamic environment.
Strong proficiency in Microsoft Office, including Excel, Word, and PowerPoint.
Ability to work independently and as part of a team.
Candidates must not require visa sponsorship or visa transfer.

Nice To Haves

Experience in the auto finance or a related industry.

Responsibilities

Supervise, coach, and develop Collections team members; provide ongoing feedback, reinforce performance expectations, and support employee growth.
Monitor collection activity, account performance, and team KPIs to support delinquency reduction and company collection goals.
Identify performance gaps and implement corrective actions in partnership with Collections Management.
Oversee daily workflows, scheduling, attendance, timecards, and workload distribution to support productivity and service levels.
Review account histories and prior collection efforts to determine appropriate next steps.
Handle escalated or specialized collection activities, including management takeovers, second talk-offs, and dialer campaigns.
Ensure Collections Representatives use appropriate, compliant collection practices and communication methods to resolve delinquent accounts while maintaining a professional customer experience.
Communicate and follow up with Dealer Success, Operations, and other internal stakeholders regarding customer accounts, escalations, and resolution efforts.
Conduct morning huddles, communicate priorities and performance updates, and participate in management meetings.
Reinforce company policies, collection procedures, and applicable compliance requirements; promptly address employee performance, attendance, and conduct concerns with Collections Management.
Provide Collections Management with updates on team performance, delinquency trends, staffing needs, employee concerns, and opportunities to improve collection processes.
Manage and motivate a team of up to 15 or more Collections Representatives.