Supervisor, Commercial Collections

Concord Servicing is a leading loan-servicing company with more than three decades of experience delivering high-quality solutions for originators, lenders, and capital providers across consumer and commercial markets. In June 2025, we welcomed Orion First, a market-leading third-party servicer specializing in commercial loan and lease portfolios, to the Concord family.This integration positions us to offer a full-scope servicing platform: from consumer to commercial, from origination through payments, collections, data analytics, backup servicing, and business intelligence.

Our MissionWe exist to deliver exceptional servicing outcomes for our clients and borrowers by combining deep domain expertise, robust technology platforms, and a steadfast focus on compliance, risk management, and client service. With this expanded platform, we aim to be the go-to partner across the credit lifecycle for both consumer-finance and commercial/lease portfolios.

About the RoleThe Collections Supervisor is responsible for overseeing all collection activities and ensuring optimal performance of the 1-90-day delinquency team.  This role focuses on supervising and training staff, reviewing contracts, and coaching team members to enhance their collection effectiveness.  The supervisor conducts interviews, manages performance reviews, addresses complaints, and removes operational roadblocks to support team success.

As the primary point of contact for client-related collection issues, the supervisor provides guidance and recommendations on accelerated collection efforts when necessary.  This role also manages the delinquency portfolio by building and updating reports, and leading delinquency calls directly with clients to drive resolution and recovery.

Requirements

• Supervision of a team of 9-15 employees
• Conduct 1:1 meetings with team members on a weekly/bi-weekly basis
• Performance reviews and disciplinary warnings (write-ups) offering constructive feedback
• Motivate the team by keeping them updated on KPI successes as well as items that need attention
• Maintain employee schedules, track vacation time, and schedule to ensure adequate coverage
• Accountable for the results of all collection activities within the 1-90-day delinquency team. Ensure the team consistently meets or exceeds performance expectations
• Trains and coaches team members to enhance collection techniques and overall performance. Conducts call audits and contract reviews to guide effective collection strategies
• Leads interviews, conducts performance evaluations, and addresses employee concerns. Fosters a productive and compliant work environment
• Client Relationship Management: Acts as the primary liaison for Client-related collection issues and escalations. Leads client-facing delinquency calls and manages related reporting
• Strategic Collection Oversight: Recommends and implements accelerated collection efforts when necessary. Oversees delinquency reporting and ensures timely follow-up actions
• Monitors team metrics using Power BI and internal tools. Ensures adherence to internal policies and regulatory requirements

• Limited need for travel, possible travel to SBLF, and some conferences

Qualifications

• Bachelor’s degree in a relevant field or a minimum 5 years of experience working in and managing collection personnel; or an equivalent combination of experience and training that provides the required knowledge, skills, and abilities
• Demonstrated ability to lead by example with strong coaching, mentoring, and conflict resolution skills. Must possess a positive attitude and the ability to foster a collaborative team environment
• Proficient in analyzing data and managing reporting tools to monitor performance and identify trends
• Excellent verbal and written communication skills with a strong ability to manage client relationships and resolve escalated issues professionally
• Working knowledge of relevant regulations, including FDCPA, Rosenthal Act, OFAC, ECOA, SCRA, BSA/AML, GLBA, and UDAAP.
• Strong research abilities with demonstrated effectiveness in skip tracing techniques
• Skilled in using various software applications, including MS Word, Excel, lease and loan servicing platforms, credit bureau tools, Accurint, TLO,  and other skip tracing resources
• High ethical standards with the ability to prioritize tasks, organize work efficiently, and maintain attention to detail in a fast-paced environment.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short-Term & Long-Term Disability
• Wellness Resources