Renewals Supervisor

Expansion Capital Group • Sioux Falls, SD

2d

About The Position

The Renewals Supervisor is responsible for managing the day-to-day performance of the Junior Renewal Representatives and Processor (in future will include Senior Representatives as well) . This role ensures consistent outreach, meeting submissions goals, and compliant merchant communication.
The Renewals Supervisor acts as the front-line leader, bridging Junior and dialer strategy from the Renewals Manager with execution by the Junior Renewal reps and Processor, while driving submissions and helping to maintain long-term merchant relationships. Future-plan to include adding Senior Representatives to this roles direct reports.

Requirements

• 2+ years of leadership experience with focus on financial industries.
• Previous experience managing or mentoring..
• Proven ability to coach, motivate, and hold team members accountable.
• Comfortable working in a fast-paced, performance-driven environment.
• Strong verbal communication and interpersonal skills.

Responsibilities

• Directly supervise and support Junior Renewal Representatives, Processors and assist with Senior Renewal Representatives in the absence of the Renewal Manager (future-plan to also include daily supervising Senior Representatives as well).
• Monitor daily activity including calls, follow-ups, tasks, and Zoho (CRM) updates.
• Conduct call monitoring and provide real-time coaching and feedback.
• Assist reps with objection handling and merchant retention strategies – be willing to provide second voice if needed on a call to close or to help with submission.
• Ensure team adherence to schedules, outreach cadence, and strategy timelines.
• Assist in hosting weekly team meetings.
• Oversee merchant renewal outreach at designated pay-down milestones (typically 40% –1 YR PO).
• Assist Manager with monitoring , reporting, and other duties to ensure success for the Renewals department
• Track and report team KPIs, including: Submissions generated Call volume and contact rate Task completion
• Identify performance gaps and implement corrective action plans.
• Participate in performance reviews and disciplinary processes as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed