Senior Operations Supervisor, Collections

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $66k - $86k / year

⏰ Full Time

🟠 Senior

📞 Collections

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Mission Lane

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2018

💼 Consulting

📣 Marketing

🛡️ Insurance

Consulting • Marketing • Insurance

Mission Lane is a financial services company that focuses on providing accessible credit options for individuals, particularly those underserved by traditional financial institutions. They offer the Mission Lane Visa® Credit Card, which allows applicants to see if they are approved without impacting their credit score. The company aims to support members on their financial journeys through education and tools that promote healthy financial habits, ensuring that millions of Americans have access to the resources they need to build credit and improve their financial situations.

📋 Description

• Supervise and coach approximately 7 Collections agents in a remote-work environment • Run call reviews, live monitoring, and side-by-side coaching sessions • Provide second-voice support, handle escalations, and demonstrate effective collections calls • Use call scores, performance data, and direct observation to identify trends and coaching needs • Build tailored coaching plans and drive measurable improvement • Set and enforce performance and behavioral expectations • Recognize strong performance and address performance gaps • Help the team adopt new tools, scripts, and processes • Troubleshoot implementation issues and explain the rationale behind changes • Partner with the Senior Manager, Collections, Compliance, QA, and Workforce Management • Participate in hiring decisions • Maintain accurate and current reporting and administrative work

🎯 Requirements

• 5+ years of experience in collections or recoveries within credit, lending, or banking • Demonstrated ability to personally handle a collections call and negotiate a payment resolution end to end • 3+ years managing a team of collections or customer operations associates in a metrics-driven, performance-managed environment • Demonstrated experience coaching through live call monitoring, side-by-side coaching, and second-voicing • Track record of using performance data to diagnose gaps and build coaching plans that lead to measurable improvement • Strong written and verbal communication skills • Experience holding a team accountable with consistency and fairness • Ability to travel ~6+ times per year for high quality in-person collaboration • Ability to work a remote schedule with an active, camera-on presence for most of the scheduled workday • Reliable home internet meeting minimum requirements of 80 Mbps download / 8 Mbps upload • Private, quiet workspace free of interruptions • Mission Lane is not sponsoring new applicant employment authorization • Preferred: experience leading a fully remote or hybrid collections team • Preferred: experience with workforce management or scheduling tools in a contact center environment • Preferred: bilingual professional fluency in English and Spanish

🏖️ Benefits

• Incentive program participation • Equity program participation • Paid time off • 401(k) match • Monthly wellness stipend • Health, dental, and vision insurance options • Disability coverage • Paid parental leave • Flexible spending account for childcare and healthcare • Life insurance • Remote-first work environment