Client Account Retention Supervisor

• Hire, train, and supervise two full-time internal account managers responsible for contacting past-due customers to arrange payments or merchandise returns.
• Conduct regular performance evaluations, provide coaching, and foster a collaborative team environment.
• Ensure account managers adhere to company standards, scripts, and compliance requirements during customer interactions.
• Account Management Oversight:
• Oversee account management procedures for approximately 3,000 accounts across a 5-store region, ensuring timely follow-up on past-due accounts.
• Monitor and analyze account performance metrics, such as collection rates and delinquency trends, to optimize team strategies.
• Implement and refine processes to improve efficiency and customer outcomes.
• Customer Contact and Escalation Handling:
• Actively make customer calls to manage past-due accounts, negotiate payment plans, or coordinate merchandise returns as needed.
• Serve as the primary point of escalation for complex customer issues or when clients request to speak with a supervisor.
• Provide consultative support to account managers, guiding them through challenging customer interactions to achieve resolutions.
• Operational and Administrative Duties:
• Maintain accurate records of account activities and team performance using company CRM and reporting systems.
• Collaborate with the Regional Director to align account management strategies with company goals.
• Ensure compliance with federal and state regulations, including debt collection laws (e.g., FDCPA).
• Performance Goals:
• Achieve or exceed collection targets and reduce delinquency rates across the assigned account portfolio.
• Maintain high customer satisfaction levels through professional and empathetic interactions.
• Foster a productive team environment that minimizes turnover and maximizes performance.

• 2+ years of experience in collections, account management, or customer service, preferably in a rent-to-own, retail, or financial services environment.
• 1+ years of supervisory or team lead experience, including hiring and training staff.
• Skills:
• Strong leadership and interpersonal skills to motivate and manage a small team.
• Excellent communication and negotiation abilities for customer interactions and conflict resolution.
• Proficiency in CRM software, Microsoft Office, and basic data analysis for tracking performance metrics.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Education:
• High school diploma or equivalent required; associate's or bachelor's degree in business, finance, or a related field preferred.
• Other Requirements:
• Knowledge of debt collection regulations (e.g., FDCPA) is a plus.
• Ability to work in an office setting with no field visits required.
• Flexibility to handle occasional after-hours calls or urgent escalations.

• Health, dental, and vision insurance.
• Paid time off and holidays.
• Opportunities for career advancement within the company.

• We're especially dedicated to helping our employees achieve their aspirations, and we continue to cultivate a workplace culture rich with opportunities for professional and personal growth.
• A healthy work-life balance isn't just possible at RNR Tire Express - Midwest, it's promised. Working with us is a great job but an even better career!

RNR Tire Express