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Collection supervisor skills for your resume and career

Updated January 8, 2025
6 min read
Collection supervisor example skills
Below we've compiled a list of the most critical collection supervisor skills. We ranked the top skills for collection supervisors based on the percentage of resumes they appeared on. For example, 21.9% of collection supervisor resumes contained customer service as a skill. Continue reading to find out what skills a collection supervisor needs to be successful in the workplace.

15 collection supervisor skills for your resume and career

1. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how collection supervisors use customer service:
  • Processed Performance Development Reviews for agents and ensured company policies and legal compliance regulations were being followed by Customer Service Professionals.
  • Prevented unnecessary risks in reputation and customer service by conducting thorough audits of prospective outsourcing vendors offering loan servicing functions.

2. FDCPA

Here's how collection supervisors use fdcpa:
  • Call monitoring template/system utilized daily to ensure agents were using proper collection techniques, maintaining professionalism and following FDCPA guidelines.
  • Performed quality assurance audits to ensure compliance with FDCPA and applicable State and Federal regulatory compliance requirements.

3. Delinquent Accounts

A delinquent account is an account wherein there are many past-due funds.

Here's how collection supervisors use delinquent accounts:
  • Researched delinquent accounts initiated collection calls, maintained successful documentation and created financial budget for consumer payment plans and settlements
  • Conducted analysis on delinquent accounts and prepared reports on highest risk accounts including recommendations for resolution.

4. Credit Card

A type of card issued by banks and other financial institutions, that enable users to manage and borrow their finances is called a credit card. The funds borrowed from a financial institution through a credit card are meant to be paid back along with certain amounts of interest imposed by the bank.

Here's how collection supervisors use credit card:
  • Performed various project, supervisory and managerial functions within various departments of Credit Card Services.
  • Audited consumer credit card accounts for accuracy upon inquiry.

5. Direct Reports

Here's how collection supervisors use direct reports:
  • Provide leadership direction to direct reports by offering constructive feedback and accurate performance evaluations.
  • Performed bi-monthly performance evaluation and coaching sessions with all direct reports.

6. Medicare

Medicare is a federal government insurance program that offers health care coverage to people who are 65 and above. In some cases, younger people with disabilities whose status is identified by the SSA can also avail the insurance program. Medicare covers the health expenses of people who are not able to afford it plus it protects the payee from rising health care costs.

Here's how collection supervisors use medicare:
  • Administered Medicare accounts requiring proficiency in correcting billing errors, requesting retro authorizations, and submitting appeals.
  • Worked with many insurance companies including Preferred Provider Organizations, Medicare, and Medicaid.

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7. Collection Procedures

A collection procedure is a standardized way for receivable managers to collect overdue payments from customers. Enacting the procedure requires strong managerial skills since key responsibilities include supervising the collecting staff and assigning tasks to the clerks. In order to complete a collection procedure, certain steps need to be followed like issuing the letter, keeping the record, settling payment arrangements, cash receipts processing, and resolving any conflicts that may arise. If the payment is still not settled after all of these steps, the staff can contact the customer directly and any communication they may have is recorded (like calls and emails). After all of this, if the payment is still not received, the team can take legal action.

Here's how collection supervisors use collection procedures:
  • Developed and managed collection representatives to ensure all guidelines and collection procedures were followed to maximize revenue collection.
  • Collaborate in the implementation of effective debt collection procedures in accordance with the established guidelines and regulations.

8. Collection Efforts

In general, collection efforts referr to the process of collecting specific objects. The object can be tangible such as clothes, money, any physical product, or intangible such as data and information. However, the term is mostly used to indicate the collection of money or funds.

Here's how collection supervisors use collection efforts:
  • Lead daily activity and supported representatives in their collection efforts by driving energy level and providing positive reinforcement.
  • Monitored and reviewed collection efforts of assigned staff to control and improve delinquency.

9. Federal Laws

The laws formed and upheld by the federal administrating body of a country are known as federal laws. A federal administrating body or government is formed by a political party after being elected by the general public.

Here's how collection supervisors use federal laws:
  • Supervised work and performance of 15 collectors, monitoring/auditing calls to ensure compliance with federal laws and regulations.
  • Managed network of over 150 legal collections attorneys Ensured applicable state and federal laws were followed.

10. Medicaid

Here's how collection supervisors use medicaid:
  • Supervised collections functions on Delaware Medicaid accounts.
  • Supervised the insurance follow-up representative's; 7-9 team of collectors of over national Medicaid Collection Team and commercial insurance/MVA.

11. Past Due Accounts

A credit card account in a bank or any other financial association that is past due in payment is called a past due account. Past due account holders are required to recompense their scheduled payments to the bank or their creditor. The more credit account holders are due, the more they are compelled by their lender to make the payment.

Here's how collection supervisors use past due accounts:
  • Responded to phone inquiries from internal and external customers (inbound and outbound) regarding all payday advancement past due accounts.
  • Collected on past due accounts for various clients Trained new collectors on software, techniques of collecting and office rules.

12. Payment Arrangements

Here's how collection supervisors use payment arrangements:
  • Negotiated payment arrangements with customers on high-balance and high-risk delinquencies by using tact and discretion.
  • Liaised with Patient Account Services Insurance Verification Department in establishing up-front payment arrangements with patients.

13. Debt Repayment

Debt is an amount of money borrowed by one party from another. Repayment is the act of giving back money that was previously borrowed from a lender. Failure to maintain debt repayments may lead to a series of credit issues including forced bankruptcy, heightened charges due to late payments, and negative fluctuations to an individual's credit rating.

Here's how collection supervisors use debt repayment:
  • Located and notified borrowers of delinquent student loan accounts, conferred with borrowers to establish strategies for debt repayment.
  • Arrange for debt repayment or establish repayments schedulers, based on customers' financial situations.

14. Performance Management

Here's how collection supervisors use performance management:
  • Managed all personnel-related issues including salary administration, disciplinary guidelines, performance management, and employee assistance programs for 12-18 associates.
  • Provided support to peers by assuming work responsibilities for team members including coaching development performance management when necessary.

15. Outbound Calls

An outbound call is made by the call center representative to the customers on behalf of the company. Such calls help increase sales and generate revenue for the organization.

Here's how collection supervisors use outbound calls:
  • Monitored outbound calls for quality control and resolved escalated customer issues.
  • Obtain payment commitment by placing outbound calls which are non-routine and require deviation from standard screens, scripts, and procedures.
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List of collection supervisor skills to add to your resume

Collection supervisor skills

The most important skills for a collection supervisor resume and required skills for a collection supervisor to have include:

  • Customer Service
  • FDCPA
  • Delinquent Accounts
  • Credit Card
  • Direct Reports
  • Medicare
  • Collection Procedures
  • Collection Efforts
  • Federal Laws
  • Medicaid
  • Past Due Accounts
  • Payment Arrangements
  • Debt Repayment
  • Performance Management
  • Outbound Calls
  • Collection Process
  • Performance Evaluations
  • CPT
  • Performance Standards
  • Customer Accounts
  • HIPAA
  • Accounts Receivables
  • Corrective Action
  • Collection Agencies
  • Customer Complaints
  • Disciplinary Actions
  • State Laws
  • Call Monitoring
  • Collection Calls
  • Federal Regulations
  • DSO
  • Insurance Claims
  • Overdue Accounts
  • Performance Appraisals
  • ICD-9
  • Inbound Calls
  • Legal Action
  • Insurance Carriers
  • Dialer Campaigns
  • Strong Negotiation
  • Probate
  • Collection Strategies
  • Work Scheduling
  • Hippa
  • Customer Issues
  • Student Loans
  • HR
  • Performance Reviews
  • Collection Accounts

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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