Job Description
Job Description
At Vacatia, we’re redefining the vacation ownership experience and we know that begins with great people. As a growing leader in hospitality and resort management, we offer more than just a job. We provide a purpose-driven culture, opportunities for advancement, and the support of a collaborative team that’s passionate about delivering exceptional service to our owners and guests.
We’re currently seeking a Supervisor of Collections to lead our mortgage collections team with integrity, empathy, and results-driven focus.
Job Purpose:
The Supervisor of Collections for the Mortgage Department plays a vital leadership role in overseeing daily operations, coaching a high-performing team, and ensuring compliance and service excellence. This position is hands-on and fast-paced—perfect for a motivated professional who thrives in a leadership role and is ready to take their career to the next level.
What You’ll Do:
Team Supervision and Support
- Lead, support, and motivate the mortgage collections team to meet performance goals
- Assign workloads and ensure efficient, timely follow-up on delinquent accounts
- Act as the first line of escalation for complex or sensitive issues
Coaching and Quality Assurance
- Monitor calls and provide actionable feedback to uphold quality and compliance standards
- Deliver training and performance development to drive individual and team success
- Participate in performance reviews and develop growth plans in collaboration with the Collections Manager
Collections Oversight
- Oversee daily collections activity with a strong focus on professionalism and accuracy
- Support script development, system updates, and process improvement initiatives
- Verify account notes, payment plans, and documentation for completeness and compliance
Compliance and Documentation
- Ensure adherence to FDCPA, TCPA, and internal policy
- Maintain accurate records and contribute to audit readiness and compliance efforts
Cross-Functional Communication
- Liaise with departments such as Owner Services, Legal, and Finance to resolve account issues
- Communicate policy updates, performance expectations, and team progress regularly
What We’re Looking For:
- High school diploma required; associate’s or bachelor’s degree preferred
- Minimum 3 years of mortgage collections experience, including 1 year in a leadership role
- Deep knowledge of FDCPA, TCPA, and industry regulations
- Proven success in coaching and quality assurance within a collections or call center environment
- Strong communication, decision-making, and organizational skills
- Proficiency in Microsoft Office and collections software
- Preferred: ACA certification or similar industry credential
Why Join Vacatia?
At Vacatia, we care deeply about people--- our owners, our guests, and most of all, our associates. As part of our team, you’ll enjoy:
- A culture rooted in respect, teamwork, and service excellence
- Growth opportunities in a dynamic, expanding company
- Health and wellness benefits.
- Paid time off, holiday pay, and other perks.
- A leadership team that’s accessible, supportive, and genuinely invested in your success.
Ready to lead with purpose and be part of something special?
Apply today and bring your expertise to a company that’s as passionate about people as you are.
Vacatia is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.