Job Description

The Opportunity:

The Advanced Loan Servicing (Collections) Supervisor is responsible for providing support to our collections staff, while ensuring that performance and productivity standards are achieved. The Collections Supervisor will focus on areas of improvement for individual agents and the team as a whole.  They will coordinate with peers, job coaches, and other members of leadership to ensure that best practices are followed.  They will be key in developing agents and processes. The Collections Supervisor is involved in training, coaching and payroll processes when necessary. Supervisors participate in the ongoing development, enhancement, and implementation of processes and procedures.  The Supervisor may also provide back up to existing specialist staff as volumes require.

How You’ll Contribute:

  • Provide ongoing and initial coaching and training to new and existing staff
  • Perform quality assurance reviews on calls, emails, correspondence, and data entry completed by staff
  • Respond to and resolve borrower complaints
  • Assist in documenting processes and procedures
  • Assist in implementation of new processes
  • Report agent productivity to executives on a regular basis
  • Ensure that all KPI’s for the individual specialists are met
  • Ensure that all KPI’s for the department are met
  • Prepare and deliver action plans when metrics are not met
  • Prepare and deliver corrective action when needed
  • Monitor schedule adherence and attendance for all direct reports
  • Prepare semi-annual performance reviews
  • Complete monthly one on ones with direct staff
  • Review and approve time off requests for team
  • Review and approve all time cards for team

Why This Opportunity Is Unique:

Freedom is uniquely positioned in the financial services marketplace to provide life-changing financial outcomes to a broad segment of financially struggling and striving consumers that are underserved by mainstream financial services companies. Your role is in a critical part of our Personal Loan programs. You will be leading some of the most tenured employees within our department and be part of a evolving team. Your work will drive critical, meaningful financial results for our business.

What You’ll Bring:

  • 3+ years of experience in Call Center Collections
  • Previous experience in a leadership position
  • Previous experience in Collections
  • Excellent communication skills
  • Ability to meet deadlines and achieve goals
  • Strong PC skills in the Microsoft product line including: Word, Excel and PowerPoint
  • Prior process improvement track record


About Us:

Freedom Financial Network is a leading digital personal finance company, built to help people. We do what traditional banks don’t: Put people first. We believe in treating people like humans, not account numbers. We help everyday people get on, and stay on, the path to a brighter financial future, with innovative technology and personalized support at every step. We help people control expenses, manage debt, save money, plan ahead, and make better financial decisions. By leveraging our proprietary data and analytics and artificial intelligence we offer solutions tailored for each step of a consumer's financial journey, including personal loans, home equity loans, help with debt, and even financial tools and education.  

With 2,400 employees across California, Arizona and Texas, we have served more than 1 million customers, resolved more than $15 billion in consumer debt and originated $6.5 billion in loans over the course of our 20 years in business.   

Driven by our core values, we’re passionate about supporting our communities and proudly awarded over $500,000 in grants distributed by the Freedom Foundation Fund and the Freedom Family Fund in 2021.  We believe in a culture led by diversity, equity, and inclusion, and encourage our employees to bring their full selves to work every day. Our diversity-focused Employee Resource Groups (ERGs) are open to all, whether a member of the ERG community or an ally of the group and we are a member of the Fintech Racial Equity Coalition to address and improve inequality in the fintech industry.

And finally, we take great pride in our achievements. This year we topped the list of Best Place to Work by the Phoenix Business Journal, were a top 100 Corporate Philanthropist by the San Francisco Business Times, a 2021 Most Admired Company and a Tech Company with the Best Company Culture by BestCompaniesAz, a 2021 Top Work Places winner by AZcentral and a BuiltIn Best Places to Work winner, to name a few.


Attention Agencies & Search Firms: We do not accept unsolicited candidate resumes or profiles. Please do not reach out to anyone within Freedom Financial Network (FFN) to market your services or candidates. All inquiries should be directed to Talent Acquisition only. We reserve the right to hire any candidates sent unsolicited and will not pay any fees without a contract signed by FFN’s Talent Acquisition leader.


Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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