[Hiring] Consumer Collections Supervisor @ARMStrong Insurance Services

Role Description

Brown & Joseph is seeking a Consumer Collections Supervisor as we continue to grow our team! In this role, you will be responsible for leading a team of 10–15 debt collectors while ensuring strong performance, regulatory compliance, and client satisfaction.

• Team Leadership:
  • Supervise, coach, and develop collectors
  • Monitor performance metrics (calls, contacts, payment promises, collections, recovery rates)
  • Conduct coaching sessions and performance reviews
• Compliance & Quality:
  • Ensure adherence to debt collection regulations (FDCPA, TCPA, Regulation F, and state laws)
  • Review calls for quality and compliance
  • Properly manage sensitive accounts (bankruptcy, deceased, attorney-represented, cease-and-desist)
  • Handle consumer complaints and maintain audit-ready documentation
• Client & Portfolio Management:
  • Oversee multiple client portfolios
  • Enforce client-specific collection guidelines
  • Monitor portfolio performance
  • Identify issues that could impact client relationships
• Reporting & Collaboration:
  • Prepare regular performance reports
  • Support client and compliance audits
  • Work with Compliance, Legal, IT, and Client Services on operational issues
  • Assist with licensing and regulatory requirements

Qualifications

• 3–5+ years consumer collections experience, with at least 2+ years specifically in third-party/agency collections (not first-party/in-house)
• 1–2+ years in a lead, senior collector, or supervisory role
• Strong working knowledge of FDCPA, TCPA, Regulation F, FCRA, and state collection agency licensing requirements
• Proficiency in Excel and client reporting/scorecard formats
• Bilingual (Spanish/English) optional

Benefits

• Compensation is an annual salary of $55,000 per year plus quarterly bonus opportunities
• Great benefits package with health, dental, vision, life, and disability coverage options
• 401(k) retirement plan option with company matching
• Generous paid time off policy (18 days) and 9 paid holidays
• 401(k) plan with company matching and immediate vesting