Collections Supervisor – Job Description

ISP Finance Services is seeking a results-oriented Collections Supervisor to lead daily recovery operations and guide a team of Collections Officers toward achieving company targets. The successful candidate will be responsible for driving performance, strengthening customer engagement strategies, and ensuring compliance with internal policies and regulatory standards.

The Collections Supervisor will monitor delinquent accounts, track promise-to-pay arrangements, and ensure timely follow-ups. The role requires active supervision of call quality, productivity levels, and negotiation practices, while providing coaching and development to improve individual and team results.

This position also supports management through accurate reporting, trend identification, and recommendations to improve recovery rates and reduce arrears. The ideal candidate must be comfortable working in a fast-paced, target-driven environment and maintaining professionalism when handling sensitive customer matters.

Key Responsibilities:

• Supervise and motivate the collections team to meet recovery targets

• Monitor daily calls, payment arrangements, and account actions

• Provide coaching, feedback, and performance management

• Prepare and submit operational reports

• Ensure adherence to company procedures and data protection standards

Requirements:

• Experience in debt collection, credit control, or loan recovery

• Previous supervisory or team leadership experience preferred

• Strong negotiation, communication, and analytical skills

• Proficiency with collections or loan management systems