Loan Servicing Floor Supervisor

Position Summary

This position reports to the Loan Services Assistant Manager and is responsible for overseeing a team of 28 agents across GDL and Las Vegas, ensuring their daily success through coaching, development, compliance monitoring, and strategic performance management. With the majority of senior agents located in Las Vegas, this position requires strong leadership, problem-solving skills, and a proactive approach to maintaining high standards in customer service, collections, and compliance.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide daily guidance and support to agents by answering questions and assisting with account-related challenges.

• Ensure agents navigate through amnesties, outbound procedures, and FTCPA regulations efficiently.

• Conduct call monitoring, KPI analysis, and coaching sessions to enhance agent performance.

• Foster a positive, mentorship-driven culture that encourages continuous learning and improvement.

• Perform one-on-one coaching sessions and weekly meetings to review performance and development plans.

• Enforce company and division policies, including attendance, behavior, PCI compliance, and dress code.

• Issue disciplinary action forms for violations related to performance, attendance, and policy infractions.

• Conduct supervisor callbacks for escalated matters in MF and loan servicing to ensure effective resolution.

• Maintain QA compliance and proactively identify areas for improvement.

• Assist in the pre-screening and hiring process for new agents.

• Oversee new hire training, nesting periods, and implementation of new procedures.

• Develop best practices and techniques for ongoing training and knowledge-sharing.

• Create and implement strategic initiatives based on performance trends (SLB).

• Organize spiffs, monthly lunches, and “Treat Thursday” incentives to drive engagement and motivation.

• Lead floor-walking initiatives to provide real-time agent support and feedback.

• Maintain constant communication with clients to ensure alignment on expectations and goals.

• Collaborate with the admin team to address operational needs and improve workflows.

• Oversee CRM, voicemail queues

• Travel to the GDL office quarterly to provide hands-on training, mentorship, and leadership support.

• Act as a key liaison between the GDL and Las Vegas teams to maintain consistency in operations.

• All other duties and projects as assigned by management.

Qualifications

Required Education and Experience

• High school diploma (or GED or High School Equivalence Certificate)

• Excellent organizational, multi-tasking and prioritizing skills

• Ability to work under pressure

• Knowledge of MS Office applications (Word, Excel and Outlook)

• Proven experience in loan servicing, collections, or financial customer service.

• Strong knowledge of FDCPA regulations, outbound procedures, and compliance policies.

• Leadership experience with a track record of coaching, performance management, and team development.

• Excellent communication, problem-solving, and organizational skills.

• Ability to analyze KPIs, implement strategic initiatives, and drive performance improvements.

• Willingness to travel quarterly to the GDL office for training and leadership support

• Bilingual (English – Spanish)