Collections Supervisor

First National Bank of Americais seeking a Collections Supervisor to lead a team of collectors in a fast‑paced, high‑stakes environment. This role sets the tone for performance, professionalism, and how we engage with customers—even when conversations are challenging.

We’re looking for a confident, people‑focused leader who knows how to motivate a team, drive accountability, and deliver results. You take pride in developing others, setting clear expectations, and leading with consistency. Because FNBA underwrites and services all loans in‑house, this role offers true ownership and impact from both a people and performance standpoint.

• Lead, motivate, and hold Collectors accountable for strong performance
• Oversee daily Collections operations and workflow
• Handle escalated/supervisor‑level calls and delinquency resolutions
• Approve payment arrangements and repayment plans
• Support hiring, training, coaching, scheduling, and ongoing development
• Monitor calls to ensure quality, compliance, and customer service standards
• Maintain department policies and implement new initiatives as needed

• Strong attention to detail with excellent time‑management and prioritization skills
• Ability to handle difficult customer interactions calmly and effectively in a fast‑paced environment
• Proven problem‑solver with sound judgment under pressure
• Prior management and call center experience preferred
• Proficient in Microsoft Excel, Word, and general computer systems
• Bilingual or multilingual skills preferred; Spanish and/or Portuguese a plus

At First National Bank of America, we are looking for exceptional individuals with a "servant's heart" or a natural humility that recognizes the importance of prioritizing others' needs. We celebrate and acknowledge efforts that exceed expectations, whether it's delivering added value to customers or supporting colleagues. Just as interest compounds over time, the little things we do can make a substantial difference.

First National Bank of America recognizes that the quality of our people is the foundation for our success. Attracting exceptional individuals who value a challenging work environment that rewards the contributions of its people is the cornerstone of our hiring philosophy.

Note: These statements are intended to describe the general nature and level of work involved for this job.  It is not an exhaustive list of all responsibilities, duties, and skills required for this job.

First National Bank of America uses E-Verify to confirm employment eligibility as per E-Verify guidelines.

First National Bank of America is an Equal Opportunity Employer.

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