SWBC is seeking a talented individual who supervises staff and activities related to the collection and adjustment of severely delinquent accounts. Responsibilities Supervise staff and activities involved in providing efficient and effective customer service and collection support, including the administration of collection calls. Conduct interviews for open positions, process time cards, manage work schedules, and provide coaching, counseling, disciplining, and resolution of personnel‑related issues. Oversee and monitor outbound service calls to ensure quality standards, compliance with policies and procedures, and timely feedback. Establish and maintain effective communication with financial institutions to meet client expectations. Monitor and enforce quality expectations by reviewing, coaching, and counseling representatives on their calls and quality reviews. Assist in the development of training programs to meet ongoing customer service initiatives by identifying and coordinating training needs. Monitor and enforce the timely execution of various department activities and maintain workload queues to ensure effective customer service. Perform other duties as assigned. Qualifications High school diploma or GED required. Minimum five (5) years of call‑center experience, preferably in telephone collecting. Minimum two (2) years of supervisory/leadership experience. Ability to lead, direct, and be visible to staff and direct reports. Ability to coordinate and organize work while meeting multiple deadlines. Strong working knowledge of consumer laws and regulations relating to collection. Strong working knowledge of telephone collecting and/or understanding the processing of delinquent accounts. Strong working knowledge of the Fair Debt Collection Practice Act (FDCPA). Working knowledge of personal computers (MS Word and Excel). Display core leadership abilities: planning/organization, motivation, conflict resolution, analytical, team‑building, and interpersonal skills. Excellent analytical and problem‑resolution skills. Ability to work under sometimes stressful conditions while maintaining professionalism and enthusiasm. Ability to provide a high level of customer service to customers. Ability to sit for long periods of time analyzing, executing, updating, and validating business reports and/or collection accounts. Additional Information SWBC is a substance‑free workplace and requires pre‑employment drug testing. Ability to travel locally and/or nationally. #J-18808-Ljbffr