Collections Supervisor

Role overview

CPI Security is hiring a seasoned and energetic Collections Supervisor to oversee a collections team focused on receivables recovery and reducing revenue loss. This position calls for someone who can lead people, uphold policies and SOPs, resolve issues before they escalate, and work in a way that reflects the company’s values of integrity, customer focus, innovation, and teamwork.

What you will do

• Guide, coach, and build up the collections team so it consistently performs at a high level and keeps improving.
• Set clear targets for performance and provide ongoing, constructive feedback.
• Create a supportive, team-oriented environment that matches CPI’s core values.
• Make sure every collections activity follows company rules, standard procedures, and applicable regulatory requirements.
• Review and refine collection policies and workflows from time to time to keep them aligned with current best practices and regulatory updates.
• Run training sessions regularly so the team stays current on policies and process changes.
• Spot friction points affecting customers or employees and take action to remove them.
• Design and roll out improvements that increase collections efficiency and improve customer experience.
• Work with other departments to solve difficult cases and simplify end-to-end processes.
• Track collections KPIs and performance trends, then analyze what the data is showing.
• Prepare routine reports for senior leadership covering collections activity, outcomes, and opportunities to improve.
• Use metrics and insights to support better decisions and process enhancements.
• Preserve positive customer relationships to support successful collections efforts.
• Handle escalated complaints and disputes promptly, professionally, and with care.
• Assist team members with challenging situations and guide them on effective handling methods.
• Ensure all work stays compliant with legal and regulatory obligations related to collections.
• Manage collections-related risk and put safeguards in place to reduce exposure.
• Carry out periodic audits to verify alignment with both internal standards and external requirements.

What we are looking for

• A bachelor’s degree in Business, Finance, or a similar discipline.
• Hands-on experience with Salesforce and billing platforms.
• At least 7 years of contact center experience, including dialer operations.
• Prior success in collections leadership, ideally in security or another service-focused industry.
• Strong people leadership and team management capability.
• Excellent verbal and written communication, along with strong interpersonal skills.
• The ability to apply policies and procedures consistently and effectively.
• Good analytical thinking and problem-solving ability.
• Working knowledge of the laws and regulations that govern collections.
• Comfort using collections tools and CRM systems.

Additional information

This role is based in Charlotte, NC and is an on-site full-time position. No salary, benefits, or opening count was specified in the source.