Payment Services Supervisor

Albertsons Companies • PHOENIX, AZ

10d • Onsite

About The Position

We are seeking a Payment Services Supervisor to lead compliance, quality, and performance in a high-volume contact center environment. This role provides U.S.-based regulatory oversight within a hybrid onshore/offshore model and plays a key role in supporting operational execution, escalation management, and audit readiness. You will play a critical role in minimizing risk, supporting payment and collections operations, and delivering a high-quality customer experience across internal/external customers, stores, and business partners. This position is located in Phoenix, AZ. The work schedule requires flexibility and includes evenings and rotating weekends.

Requirements

• Bachelor’s degree in business or related field (or equivalent experience)
• 5 plus years of contact center or customer service experience
• 3 plus years of experience in payments, collections, banking, or A/R
• 3 plus years of leadership or supervisory experience
• Strong knowledge of FDCPA, FCRA, TCPA, UDAAP, NACHA, and PCI compliance
• Experience with collections systems, dialer platforms, and reporting tools
• Understanding of payment processing, disputes, and fraud controls
• Proven ability to lead hybrid onshore/offshore teams
• Strong decision-making and problem-solving skills
• Ability to manage complex issues and drive resolution
• Highly organized with strong time management and execution skills
• Strategic thinker with the ability to translate plans into action

Responsibilities

• Lead daily contact center operations across onshore and offshore teams
• Set performance expectations, coach employees, and drive accountability to KPIs
• Monitor operational outputs, reporting, and service levels
• Oversee scheduling, forecasting, and staffing alignment
• Optimize dialer and workforce management processes
• Ensure adherence to attendance and productivity standards
• Serve as final escalation point for complex or high-risk issues
• Ensure timely and effective resolution of customer inquiries and disputes
• Drive consistency and quality across all customer interactions
• Ensure compliance with FDCPA, FCRA, TCPA, UDAAP, NACHA, and PCI requirements
• Oversee payment processing, collections, disputes, and fraud prevention
• Support audits, enforce controls, and mitigate financial and regulatory risk
• Analyze operational data and performance trends across systems
• Ensure system accuracy and functionality
• Partner cross-functionally to enhance processes, reporting, and technology
• Collaborate with internal teams and external partners
• Provide guidance and direction to offshore supervisors to drive alignment, accountability, and consistent execution

Benefits

• Competitive wages paid weekly
• Access to up to 50% of your earned wages before payday, via our partnership with Stream
• Associate discounts
• Health and financial well-being benefits for eligible associates (Medical, Dental, 401k and more!)
• Time off (vacation, holidays, sick pay)
• Leaders invested in your training, career growth and development
• An inclusive work environment with talented colleagues who reflect the communities we serve

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level