Case Management Supervisor (Collections)

SUMMARY:

Responsibilities include leading and supporting a team of Case Managers/Skip Tracers in a performance-based work environment. This role oversees daily assignment flow, client and agent communication, skip-tracing activity, and consumer contact efforts while ensuring client expectations and operational goals are met. The Supervisor serves as a subject matter expert for assigned clients, skip-tracing tools, and internal processes, while remaining actively engaged in day-to-day operational functions as needed.

ESSENTIAL RESPONSIBILITIES

• Foster and contribute to a positive working environment
• Lead, coach, and develop Case Managers/Skip Tracers to ensure performance expectations are met
• Monitor daily assignment workflow and audit account-level expectations to maintain KPI standards
• Review daily performance reports and identify opportunities or gaps
• Ensure accurate and timely communication with clients, consumers, and independent agents
• Perform diligent follow-up functions with clients and agents regarding assignment status and updates
• Conduct call quality reviews and provide performance feedback and coaching opportunities
• Roll out and ensure adherence to operational initiatives, policies, and client requirements
• Resolve escalated issues and communicate concerns appropriately to management
• Maintain cross-functional communication with alternate departments to support operational efficiency
• Make outbound and take inbound consumer calls as needed
• Adhere to scripted requirements and ensure team compliance with call handling expectations
• Conduct internet and database searches to identify best-known addresses and location information for customer collateral
• Maintain accurate and up-to-date notes in the system of record
• Ensure compliance with all related laws, regulations, company policies, and industry best practices
• Initiate verbal contact with references as needed to identify or verify location information
• Train and mentor new and existing team members on systems, processes, and client expectations
• Assist with special projects and process improvement initiatives as requested
• Recommend system, process and automation improvements where applicable.
• Assume additional duties as needed

COMPETENCIES

• Extensive knowledge of customer service strategies and procedures
• Strong leadership and team development skills
• Excellent verbal and written communication skills
• Strong analytical, investigative, and deductive reasoning abilities
• Ability to prioritize workload and manage competing demands in a fast-paced environment
• Extensive knowledge of, or the ability to quickly learn, company services and client expectations
• Proficiency with Microsoft Office Suite and related software
• Strong understanding of skip tracing techniques, consumer communication standards, and assignment management processes
• Adapts to changes in the work environment and adjusts approach to best fit operational needs

REQUIRED EDUCATION AND EXPERIENCE

• High school diploma or GED required
• Minimum of 3 years of related experience in skip tracing, case management, repossession support, collections, or recovery operations
• Prior leadership, training, or supervisory experience preferred

ADDITIONAL ELIGIBILITY QUALIFICATIONS

• Comfortable handling high call volumes and working within performance-driven environments
• Experience with dialer systems, warm transfer protocols, and consumer communication best practices preferred
• Working knowledge of skip tracing technologies including Accurint, LexisNexis, TLO, CLEAR, or similar platforms preferred
• Knowledge of the repossession and recovery industry strongly preferred

WORK ENVIRONMENT

This position operates in a professional office environment and routinely uses standard office equipment. Initial training will take place in-office, with an ongoing hybrid schedule after training is completed and consistent with company policy.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. While performing the duties of this position, the employee is occasionally required to sit and stand for extended periods; walk; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; talk or hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions

Other Duties:

Please note this position description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.

Pay:

$23.00 - $26.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Life insurance Paid time off Parental leave Referral program Vision insurance

Education:

High school or equivalent (Preferred)

Experience:

Collections:

3 years (Preferred)

Leadership:

1 year (Preferred) Ability to

Commute:

Akron, OH 44311 (Preferred)

Work Location:

Hybrid remote in Akron, OH 44311