Bilingual Redemption Supervisor

Hide and Seek Recovery•Plano, TX

3d•Onsite

About The Position

HNS Recovery is looking for a Redemption Supervisor to join our Redemption Department. This role gives final approval on Vehicle Recovery (VR) and Personal Property (PP) appointments, manages the redemption email inbox, coordinates third-party releases, and owns the full Property Letter (PPL) process from creation through mailing and upload. This is a new in-office position reporting directly to the AR Manager.

Requirements

Bilingual (English/Spanish) — required
Comfortable working in-office at our Plano, TX main office
Strong attention to detail — this role is the final checkpoint on paperwork accuracy
Solid written communication for email and Slack
Ability to manage multiple deadlines (inbox response time, daily mailings, upload accuracy)
Comfortable making judgment calls within defined authority, and knowing when to escalate

Responsibilities

Manage the redemption email inbox — respond within 24 hours, clear it several times a day, and leave it empty at end of shift
Give final approval on VR and PP appointments after verifying all required paperwork is complete and correct
Confirm the "Redemption Hold" sub-status is added in RDN before approving VR appointments
Add bill-back fees to accounts in RDN as unbilled service items
Send appointment confirmations to debtors through ClearData
Coordinate third-party release appointments, confirming signed client authorization is on file before approval
Follow up on missing CR or Property Notice requests, escalating to the Lot Manager and then the AR Manager as needed
Run the daily Property Letter (PPL) process — search/filter RDN records, run the mail merge, print, stuff, stamp, and deliver letters for mailing
Upload returned/scanned PPL into RDN, matched and labeled correctly
Assist lot staff with property and redemption questions via Slack
Provide backup coverage for Live Chat Specialists as needed
Escalate anything outside your approval authority to the AR Manager