Supervisor of Creditor Operations at InCharge Debt… · Orlando

Apply Description The Supervisor of Creditor Operations is a hands-on frontline leadership role responsible for the day-to-day management of the organization's Creditor Operations team. This individual leads specialists responsible for processing Debt Management Program (DMP) proposals, managing creditor communications, maximizing Fairshare revenue, and ensuring proposals move efficiently from creation through client activation. Reporting directly to the Manager of Creditor Operations, the Supervisor ensures operational excellence, regulatory compliance, and continuous process improvement while supporting exceptional client experience. Lead, mentor, and motivate a team of Creditor Support Specialists. Requirements Frontline Leadership & Daily Operations • Direct Team Supervision: Lead, mentor, and motivate a team of Creditor Operations Specialists to achieve daily productivity, quality, and service level goals. • Process Advocacy: Maintain a culture of precision where staff understand the critical link between operational speed and financial integrity • Culture of Accountability: Foster a high-performance environment focused on accuracy, efficiency, and continuous improvement. Operational Excellence & Workflow Integration • Proposal Lifecycle Oversight: Monitor the processing of proposals and creditor responses to ensure seamless alignment and maximize organization Fairshare recovery. • Workflow Optimization: Collaborate with internal stakeholders to refine cross-functional workflows, eliminating silos between frontline team and back-office creditor support. • Escalation Management: Serve as the first point of escalation for complex proposal issues, payment discrepancies, or creditor disputes. • Internal Control Adherence: Ensure compliance with organizational procedures and documentation standards. Quality Assurance & Compliance • Quality Monitoring: Conduct regular audits of case files and financial records to ensure 100% adherence to organizational policies and industry regulations. • Feedback & Coaching: Provide real-time, constructive feedback and conduct one-on-one coaching sessions to improve team performance and accuracy. • Compliance Maintenance: Ensure the team operates within the legal and regulatory frameworks governing debt management programs. Performance Tracking & Data Analytics • KPI Monitoring: Track and report on key performance indicators, including proposal turnaround times and individual staff productivity. • Process Improvement: Identify bottlenecks in the daily workflow and recommend enhancements to the Manager to drive scalability and efficiency. Administrative & Personnel Management • Daily Administration: Manage team schedules, approve timecards, and monitor attendance to ensure adequate coverage for all back-office functions. • Staff Development: Assist the Manager in the recruitment, onboarding, and technical training of new hires. • Performance Documentation: Maintain detailed records of coaching sessions, performance reviews, and any necessary disciplinary actions. Required: • 3–5 years of supervisor or team lead experience specifically in administrative operation or a high-volume back-office environment. • Knowledge of creditor processing, debt management programs, Fairshare concepts, and proposal workflows. • Exceptional attention to detail in high-volume, regulated environments. • Experience in conflict resolution and employee relations issues. • Proven ability to create, implement and manage employee performance metrics and reporting. • Proven track record of achieving results through team collaboration • Proven ability to lead, mentor, and motivate a team to achieve performance goals • Exceptional in conducting one-on-one coaching sessions and providing constructive feedback. • Decision-making and problem-solving skills. • Ability to handle complex issues and guide team members effectively. • Proven analytical skills for data interpretation and process improvement. • Strong time management and prioritization skills. • Ability to adapt to changing priorities, client needs, or organizational goals • Proficiency in operating systems, internet browsers, Microsoft Office Suite, and multitasking across multiple programs. • Must have dedicated at home office space with high-speed internet service • Ability to be flexible with schedule, available nights, weekends and holidays Preferred: • 5+ years of supervisor or team lead experience specifically in administrative operations or a high-volume back-office environment. • Expertise in the relevant field of customer service, credit counseling or call center operations.
• Oral and written fluency in Spanish a plus. Required: • High school diploma or GED. • Equivalent combination of education, training, and directly related work experience. Preferred: • Associate degree relevant professional certifications related to operations, accounting, leadership, or process improvement.