Mortgage Collections Supervisor

Mortgage Collections Supervisor

Position Summary

The Mortgage Collections Supervisor oversees a team of collection specialists responsible for early-stage, mid-stage, or late-stage delinquency management for residential mortgage loans. This role ensures compliant, customer-focused, and performance-driven collection activities aligned with regulatory requirements, investor/insurer guidelines, and internal policies. The supervisor is accountable for operational execution, coaching, reporting, quality assurance, and risk mitigation.

This is a fully remote position. We are looking to fill this position in one of the following states that we have offices in: AR, FL, IA, KS, MI, MO, NE, OK, TN, TX.  

Responsibilities

Team Leadership & Performance

• Lead, coach, and develop a team of mortgage collectors to meet productivity, quality, and compliance targets.
• Conduct regular 1:1s, performance reviews, and skills-based coaching sessions.
• Monitor daily queues, workloads, and staffing to ensure service levels and timelines are met.
• Foster a positive culture of accountability, engagement, customer service, and continuous improvement.

Collections Operations

• Oversee delinquency outreach, payment negotiation, and hardship assistance discussions.
• Ensure accurate documentation of customer interactions in the servicing system MSP and other applications.
• Manage escalated borrower situations and resolve complex or sensitive cases.
• Support loss mitigation referrals, payment workout plans, and repayment agreements.
• Help construct strategically targeted dialing campaigns to support delinquency management.
• Develop strategic conversation guides for collectors to use when discussing options with customers. 

Compliance & Risk Management

• Ensure adherence to federal and state regulations, including FDCPA, RESPA, TILA, CFPB servicing rules, and investor/insurer requirements (Fannie Mae, Freddie Mac, Ginnie Mae, FHA, VA, and USDA).
• Monitor call quality to ensure compliant communication, disclosures, and call handling.
• Partner with Compliance, QA, and Audit teams to address findings and implement corrective actions.

Reporting & Analytics

• Track key delinquency trends, contact rates, cure rates, and borrower behavior changes.
• Prepare and deliver operational reports to management; identify risks and recommend improvements.
• Support goal setting, forecasting, and operational planning.

Qualifications

Required

5+ years in mortgage servicing, collections, loss mitigation, or related field.

1–2+ years of supervisory or team-lead experience.

Working knowledge of mortgage regulation and investor guidelines.

Strong communication, negotiation, and problem-solving abilities.

Experience with mortgage servicing platforms and call center systems.

Preferred

Prior experience supervising collections in a regulated financial environment.

Knowledge of Fair Debt Collection Practices Act (FDCPA) and CFPB rules.

Data-driven mindset with experience using dashboards/analytics tools.

Working knowledge of loss mitigation programs

Experience with MSP Servicing system

Competencies

Leadership & Coaching – Develops people, provides feedback, builds accountability.

Regulatory Awareness – Understands rules governing borrower communication and collections activities.

Customer Focus – Balances compliance with empathetic borrower engagement.

Decision-Making – Uses data and judgment to make sound operational decisions.

Communication – Clear, professional, and effective verbal and written skills.

Adaptability – Can adjust to changing regulations, priorities, and loan-volume dynamics.

Work Environment

Full-time, remote, onsite or hybrid depending on business needs.

May require extended hours during volume spikes or regulatory deadlines.

Fast-paced environment with high attention to detail.