Job Description

Department: Renewals


Reports To: Renewals Manager


Supervises: Junior Renewal Representatives and Processors (Future plan to include Senior Representatives)


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Position Overview


The Renewals Supervisor is responsible for managing the day-to-day performance of the Junior Renewal Representatives and Processor (in future will include Senior Representatives as well) . This role ensures consistent outreach, meeting submissions goals, and compliant merchant communication.


The Renewals Supervisor acts as the front-line leader, bridging Junior and dialer strategy from the Renewals Manager with execution by the Junior Renewal reps and Processor, while driving submissions and helping to maintain long-term merchant relationships. Future-plan to include adding Senior Representatives to this roles direct reports.


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Key Responsibilities


Team Supervision & Coaching

Directly supervise and support Junior Renewal Representatives, Processors and assist with Senior Renewal Representatives in the absence of the Renewal Manager (future-plan to also include daily supervising Senior Representatives as well). Monitor daily activity including calls, follow-ups, tasks, and Zoho (CRM) updates. Conduct call monitoring and provide real-time coaching and feedback. Assist reps with objection handling and merchant retention strategies - be willing to provide second voice if needed on a call to close or to help with submission. Ensure team adherence to schedules, outreach cadence, and strategy timelines. Assist in hosting weekly team meetings.

Renewals Execution

Oversee merchant renewal outreach at designated pay-down milestones (typically 40% -1 YR PO). Assist Manager with monitoring , reporting, and other duties to ensure success for the Renewals department

Performance Management

Track and report team KPIs, including: Submissions generated Call volume and contact rate Task completion Identify performance gaps and implement corrective action plans. Participate in performance reviews and disciplinary processes as needed.

Qualifications


Required

2+ years of leadership experience with focus on financial industries. Previous experience managing or mentoring.. Proven ability to coach, motivate, and hold team members accountable. Comfortable working in a fast-paced, performance-driven environment. * Strong verbal communication and interpersonal skills.