Collections Supervisor

Lead a high-performing mortgage servicing team where your leadership, coaching, and strategy directly drive results and improve borrower outcomes.

Position Summary

The Collections Supervisor is responsible for leading the mortgage collections team to drive positive, timely, and compliant resolution of borrower delinquency. This position oversees daily collection activities, coaches and develops team members, monitors portfolio and individual performance, and implements strategies designed to increase borrower contact, payment resolution, promises kept, cure rates, and overall collections effectiveness.

The Collections Supervisor creates a high-performance environment where strong results and exceptional borrower treatment go hand in hand. The role uses data, call monitoring, technology, automation, and continuous coaching to improve performance while ensuring all collection activities comply with applicable regulatory, investor, agency, and Company requirements. The Supervisor works collaboratively across all areas of Servicing to identify borrower needs, resolve issues, and help borrowers reach the earliest appropriate and sustainable resolution.

Core Competencies:

• Collections Leadership: Drives strong collection results while maintaining a positive, professional, and compliant approach to borrower engagement.
• Coaching & Development: Provides frequent, actionable coaching that improves collector confidence, communication skills, productivity, and results.
• Borrower Experience: Creates an environment where borrowers are treated with respect and empathy while team members remain focused on achieving appropriate resolution.
• Performance Management: Uses individual and portfolio-level metrics to establish expectations, identify opportunities, recognize success, and address performance gaps.
• Communication & Influence: Demonstrates strong listening, negotiation, and communication skills and teaches team members how to effectively guide borrower conversations toward resolution.
• Compliance & Risk Awareness: Maintains strong knowledge of collection requirements and ensures borrower communications and collection activities comply with applicable laws, regulations, investor guidelines, and Company requirements.
• Analytical Thinking: Uses collection data, delinquency trends, call results, payment behavior, and other performance information to identify opportunities and improve strategies.
• Ownership & Accountability: Takes responsibility for team and portfolio results and follows issues through resolution rather than allowing problems or opportunities to remain unresolved.
• Problem Solving: Identifies barriers preventing successful borrower resolution and works across the organization to remove them.
• Continuous Improvement: Challenges existing collection strategies, workflows, scripts, technology, and processes to improve contact, resolution, efficiency, and borrower experience.
• Technology & Innovation: Effectively utilizes dialing technology, servicing systems, reporting, automation, digital communication, and emerging technology to strengthen collection performance.
• Collaboration: Partners effectively with Loss Mitigation, Customer Experience, Default, Compliance, Quality Assurance, Training, and other teams to achieve successful borrower outcomes.
• Adaptability & Sense of Urgency: Responds quickly to changing portfolio conditions, performance trends, regulatory requirements, and borrower needs.
• Leadership & Positivity: Creates an engaged, accountable, and supportive environment that encourages strong performance, teamwork, development, and a positive approach to challenging situations.
• Professionalism & Integrity: Demonstrates sound judgment, confidentiality, consistency, and high ethical standards in all borrower and employee interactions.

Supervisor Responsibilities (if applicable):

• Directly supervises assigned Collections team members and is accountable for overall team performance, productivity, quality, compliance, and borrower experience.
• Establishes clear individual and team performance expectations and ensures employees understand their goals and results.
• Monitors daily collection activity, borrower contact, payment results, promises to pay, cure performance, call quality, productivity, and other established performance measures.
• Provides frequent coaching, call review, feedback, and development to improve employee effectiveness and collection results.
• Conducts regular individual and team meetings to review performance, priorities, opportunities, and portfolio trends.
• Recognizes and reinforces strong performance while promptly addressing performance, quality, attendance, behavioral, or compliance concerns.
• Develops team members' communication, negotiation, problem-solving, servicing knowledge, and ability to positively guide borrowers toward appropriate resolution.
• Ensures appropriate staffing, scheduling, workload distribution, and coverage to support collection objectives and borrower accessibility.
• Partners with Training, Quality Assurance, Compliance, Human Resources, and Servicing leadership to address employee development and performance needs.
• Participates in recruiting, interviewing, onboarding, training, performance evaluations, corrective action, and employee development.
• Creates a positive, accountable, and high-performance team environment where employees take ownership of results and consistently deliver professional borrower experiences.
• Performs other supervisory responsibilities necessary to support the effectiveness of the Collections team.

Duties/Responsibilities

• Lead daily collection activities to maximize borrower contact, payment resolution, cure opportunities, and successful delinquency outcomes.
• Actively manage delinquent portfolios and collection queues to ensure accounts receive timely, appropriate, and consistent collection activity.
• Develop and execute collection strategies based on delinquency stage, borrower behavior, portfolio trends, investor requirements, and historical performance.
• Monitor right-party contacts, payments collected, promises to pay, promises kept, cure rates, roll rates, productivity, call quality, and other key performance indicators.
• Establish daily, weekly, and monthly collection goals and maintain clear visibility into team and individual performance.
• Review collection results throughout the day and adjust dialing strategies, staffing, priorities, or account segmentation when performance indicates an opportunity.
• Monitor borrower calls and interactions to identify opportunities to improve communication, negotiation, payment resolution, compliance, and borrower experience.
• Coach team members to confidently ask for payment, identify barriers to payment, overcome appropriate objections, and guide borrowers toward sustainable resolution.
• Ensure collectors appropriately identify borrower hardship and recognize when borrowers should be transitioned or referred for available loss mitigation assistance.
• Promote early intervention and proactive borrower engagement to prevent delinquency from progressing whenever possible.
• Ensure payment commitments are appropriately documented, tracked, and followed up on when not fulfilled.
• Identify recurring borrower objections, payment barriers, contact challenges, or process issues and develop strategies to improve results.
• Maintain collection practices that are respectful, professional, solution-oriented, and consistent with the Company's borrower experience expectations.
• Ensure collection activities comply with applicable federal and state requirements, FDCPA requirements where applicable, UDAAP principles, bankruptcy restrictions, cease-and-desist requirements, communication restrictions, investor and agency guidelines, and Company policies and procedures.
• Partner with Compliance and Quality Assurance to review call monitoring results, complaints, exceptions, and trends and implement timely corrective action when needed.
• Review borrower complaints and escalated collection interactions to identify root causes, resolve concerns, and determine whether broader coaching or process changes are warranted.
• Partner with Training to strengthen new-hire, refresher, and remedial collections training based on actual performance and quality results.
• Collaborate with Loss Mitigation, Customer Experience, Default, Bankruptcy, Foreclosure, and other Servicing teams to ensure appropriate and timely borrower resolution.
• Utilize servicing systems, dialing technology, digital communications, reporting, automation, and Conversational AI to improve borrower engagement and collection effectiveness.

Education, Experience and /or Skills Education

• High School Diploma or equivalent required.
• Associate's or Bachelor's degree in Business Administration, Finance, Management, or a related field preferred.
• Relevant mortgage servicing and collections leadership experience may be considered in lieu of post-secondary education.
• Experience and/or Skills
• Minimum of three (3) years of mortgage servicing, collections, loss mitigation, default servicing, or related experience required.
• Minimum of one (1) year of supervisory, team lead, coaching, or demonstrated leadership experience preferred.
• Direct mortgage collections experience strongly preferred.
• Demonstrated experience driving collection performance, borrower contact, payment resolution, promises to pay, cure rates, or other delinquency performance measures.
• Experience coaching collectors through call monitoring, performance reviews, side-by-side coaching, and targeted development.
• Experience managing delinquent account queues, dialing strategies, account segmentation, and collection campaigns.
• Working knowledge of mortgage servicing, delinquency management, payment processing, loss mitigation, bankruptcy, foreclosure, and default servicing processes.
• Experience working within a regulated collections environment and applying applicable borrower communication and consumer protection requirements.
• Experience reviewing collection performance data and using results to adjust strategies, priorities, staffing, or employee coaching.
• Experience with mortgage servicing systems, contact-center/dialing platforms, call monitoring, and performance reporting preferred.
• Experience supporting audits, quality reviews, compliance monitoring, or regulatory examinations is preferred.

Computer & Equipment Skills

• Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)
• Word processing (speed and accuracy)
• MSP or FICS’ Mortgage Servicer a plus
• Email
• Internet software
• Use typical office equipment (computers, fax, phones, copiers, scanners, etc.)

Physical Requirement:

• Vision (with or without correction) sufficient to read a computer screen and to operate office equipment
• Clear speaking voice on the telephone, in person, and recorded
• Hearing within normal ranges in noise environments typical of office
• Able to sit for long periods of time at computer or other workstation and in meetings
• Able to use computers and operate equipment
• Able to lift 10 pounds occasionally unassisted

EEO Statement: As part of our dedication to the diversity of our workforce, BrightShore Mortgage is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, national origin or ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, physical or mental disability, medical condition, marital/domestic partner status, military and veteran status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.