Auto Collections Supervisor

Description

Company Overview
F.H. Cann & Associates (FHC), established in 1999, is a national leader in delivering contact center services, financial recovery, loan servicing, and business process outsourcing (BPO) solutions. For more than two decades, our success has been driven by the dedication of our employees and the strength of our leadership. At FHC, we pride ourselves on exceeding client expectations through integrity, innovation, and teamwork.

Role Summary

The Auto Collection Supervisor is responsible for overseeing the daily operations of the Asset Recovery team. This role ensures compliance with federal and state regulations, meets performance goals, and drives continuous improvement in recovery processes. Key responsibilities include coaching team members, monitoring productivity, resolving escalated issues, and collaborating with management on strategic initiatives.

* Up to $1000 Sign on Bonus for On-site workers

Essential Functions

• Supervise and support Asset Recovery Representatives in meeting department objectives.
• Monitor team performance metrics and ensure adherence to policies and compliance standards.
• Provide training, coaching, and constructive feedback to team members.
• Handle escalated customer accounts and complex recovery situations.
• Collaborate with management to develop strategies for improving recovery rates.
• Maintain accurate reporting on team performance and recovery activities.
• Ensure deadlines and goals are met according to department standards.
• Train team leads on division-specific processes and nuances.
• Monitor collectors' productivity, time management, and adherence to schedules.
• Perform administrative duties as assigned by management.
• Coordinate with other Collections Supervisors to ensure consistency and efficiency.
• Publish performance updates regularly, both in-office and electronically.
• Monitor Customer Solutions for client needs and engage with clients on performance, quality, and compliance expectations.
• Work extended hours as needed to meet client goals and company objectives.

Competencies

• Strong leadership and team management skills.
• Excellent communication and negotiation abilities.
• Ability to analyze data and make informed decisions.
• Effective multitasking and problem-solving skills under pressure
• Goal-driven, dependable, and adaptable to shifting priorities
• Professionalism in handling sensitive and challenging situations.
• Ability to provide constructive feedback and performance coaching

Position Requirements

Preferred Education and Experience

• Minimum 3 years of supervisory experience in a call center or branch environment.
• Automotive collections or asset recovery experience required.
• Knowledge of repossession processes and skip tracing.
• Familiarity with CRM and collections systems.
• Proficiency with Microsoft Office and reporting tools.
• High school diploma or equivalent (Associate or Bachelor's degree preferred).
• Must pass federal and/or state-level background screening.
• Ability to work a flexible schedule, including occasional weekends.

Work Environment

• In-office federal/state contractor call center
• Occasional remote work may be available

Physical/Mental Demands

• • Physical Demands - While performing the duties of this role, an employee is frequently required to sit, talk, or hear, in person and by telephone; use hands to operate standard office equipment; reach with hands and arms. The employee could occasionally be required to or stand at their PC for the entirety of their shift. Specific vision abilities required by this job include close vision and the ability to adjust focus.
    
    Abilities to stare at computer during the entirety of their shift.
  • Mental Demands - While performing the duties of this role, employees are regularly required to use written and oral communication skills; read and interpret data, information, and documents; analyze and solve problems; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines; and interact with vendors and staff in the course of work.

If you need an accommodation as part of the employment process, please contact Human Resources at

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