Credit and Collections Supervisor jobs in Paramus, NJ

POSITION OVERVIEW

Job Title:  Outbound Collections Supervisor

Job Type: Full-time, Permanent

Location: Onsite, Cape Town (US hours) 

About Us:

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. 

Position Overview:

We are seeking a dynamic and experienced Outbound Collections Supervisor to lead our team of collections agents. In this role, you will oversee the outbound collections process, coach and mentor team members, and ensure that collection targets are met or exceeded. If you have a proven track record in collections management, strong leadership skills, and a passion for driving results, we invite you to apply and become an integral part of our team.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

POSITION RESPONSIBILITIES

Key Responsibilities:

• Supervise and lead a team of outbound collections agents to achieve daily, weekly, and monthly collection targets.
• Monitor agent performance, conduct regular performance evaluations, and provide constructive feedback and coaching to drive continuous improvement.
• Develop and implement effective collection strategies, policies, and procedures to optimize team performance and enhance collection results.
• Analyze collection metrics and KPIs to identify trends, areas for improvement, and opportunities to increase efficiency and effectiveness.
• Ensure compliance with relevant regulations, laws, and company policies governing debt collection practices.
• Handle escalated customer inquiries, complaints, or disputes professionally and in accordance with established protocols.
• Collaborate with other departments such as customer service, finance, and legal to resolve complex customer issues and improve overall collections processes.
• Conduct regular team meetings, training sessions, and performance reviews to foster a positive and high-performing team culture.
• Maintain accurate records of collection activities, performance metrics, and team achievements.
• Stay updated on industry trends, best practices, and regulatory changes in the field of collections management.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated, dedicated and should possess the below qualities:

• Associate degree, Certification or Equivalent Combination of Training and Experience
• Proven experience in debt collection, customer service, or call center operations, with a minimum of 3 years in a leadership role.
• Strong leadership, coaching, and mentoring skills, with the ability to motivate and inspire teams to achieve their full potential.
• Excellent communication and interpersonal skills, with the ability to effectively communicate with diverse teams, stakeholders, and customers.
• Sound knowledge of debt collection laws, regulations, and compliance requirements, with a commitment to ethical conduct, integrity, and professionalism.
• Proficiency in using call center technology, CRM systems, and productivity tools to manage operations, track performance, and drive continuous improvement.
• Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and make data-driven decisions to improve performance and mitigate risks.
• Ability to work collaboratively in a fast-paced, dynamic environment, prioritize competing demands, and adapt to changing business needs and priorities.
• High level of integrity, professionalism, and ethical conduct in dealing with sensitive customer information and financial matters.
• Flexibility to adapt to changing business needs and willingness to work occasional evenings or weekends as required.

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? 

We offer competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion.

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

CONDITIONS OF EMPLOYMENT

• Must be authorized to work in the country where the job is based.
• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.  Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening.  Job offers are contingent on drug screening results.

REASONABLE ACCOMMODATION

It is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, of Human Resources.

EQUAL OPPORTUNITY EMPLOYER

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community.  All aspects of employment at MCI are based solely on a person's merit and qualifications.  MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.  MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics.  We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

ABOUT MCI (PARENT COMPANY)

MCI (www.mci.world) helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, call center services, customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In 2019 Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times respectively. MCI has fifteen business process outsourcing service delivery facilities in Iowa, Georgia, Florida, Texas, Massachusetts, New Hampshire, South Dakota, New Mexico, California, Kansas, and Nova Scotia. 

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have a synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000 talented individuals with 150 diverse North American client partners across the following MCI brands: GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney Call Center, OnBrand24, and Valor Intelligent Processing (VIP).

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The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job.  You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.