Supervisor, Servicing - Boise, ID
About The Position
Description Summary/Objective The Supervisor drives portfolio performance by overseeing workflow, ensuring high-quality collections activity, and continuously improving processes in partnership with the broader management team. This role communicates and reinforces company policies, procedures, and best practices while setting clear performance expectations and making thoughtful employment decisions. Success in this position comes from developing people—training, coaching, and motivating collectors to perform at their best—while also delivering insightful performance evaluations and actionable feedback. The Supervisor also contributes beyond daily operations through budgetary analysis, product or business case evaluations, and research-driven special projects that support the organization’s goals. In short, this role is ideal for a results-driven leader who enjoys building strong teams, solving challenges, and making a measurable impact on portfolio success. The Servicing Supervisor leads the daily operations of a high-performing collections team focused on helping emerging credit consumers navigate their automobile loans . This role blends strategy, leadership, and hands-on coaching in a fast-paced environment where reducing losses and improving delinquency outcomes are top priorities.
Requirements
- Bachelor’s degree preferred.
- Experience in a direct customer contact, service, or sales environment
- 3+ years of collections experience
- Proficient with Microsoft Office Suite
- Excellent written and verbal communication skills
- Strong team player with a high level of professionalism and initiative
- Detail oriented
- Exceptional listening skills
- Timely and accurate follow through
- Demonstrated ability to effectively lead and motivate a team
Nice To Haves
- Background in subprime auto loan servicing is preferred
- Bilingual Spanish/English is preferred
Responsibilities
- Reviews work and monitors phone calls of team members to verify adherence to ACA Policies and Procedures and ensures that customer service objectives are met
- Analyzes queue and process management workflow to ensure ACA’s production and performance goals are met
- Handles escalated calls from team members and may initiate outbound calls when needed
- Approves and reviews accounts within the working supervisor queue and other queues as assigned
- Effectively communicates corporate and department objectives on a regular basis; Motivates and creates a positive working environment to achieve productivity and performance standards
- Prepares performance appraisals and provide feedback and recommendations to Manager
- Assess collector development needs, draft collector development plans, and monitor collector performance
- Provides recommendations for hire, advancement, promotion or termination of employment
- Trains and coach’s collectors to support the business objectives of the department
- Researching/analyzing special projects as assigned
- Other tasks as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Manager
