Collections Manager

The Collections Manager runs day-to-day collections operations and makes sure they support business goals and delinquency targets. The role leads and develops the collections team, improves processes, and works with internal and external stakeholders. The ideal candidate has led high-performing teams, negotiates and communicates well, and knows current industry practices and regulations.

Responsibilities

Team Leadership & Development

• Hire, train, and keep high-performing teams by setting shared goals, sharing leadership, and making role expectations clear.
• Coach staff to meet collection goals and metrics so the portfolio performs to organizational standards.
• Mentor the collections team and make sure they follow servicing policies and procedures.
• Take part in performance reviews, recognition, and corrective action.
• Review and approve employee timecards for accuracy.

Performance Management & Reporting

• Monitor staff performance against assigned goals and Key Performance Indicators (KPIs).
• Review accounts and give the team informed feedback.
• Analyze performance and operational data to find trends and opportunities.
• Present weekly, monthly, and quarterly reports on collections performance.

Operations & Process Improvement

• Develop and put in place collections processes that improve productivity.
• Work with internal business and technology teams to support operational goals.
• Resolve customer complaints in a respectful, compliant, and effective way.

Compliance

• Enforce company policies, procedures, and regulatory requirements, including the Fair Debt Collection Practices Act (FDCPA).
• Stay current on industry trends, best practices, and regulatory changes.

Perform other duties as assigned based on business needs.

Qualifications

Required

• At least 3 years of management experience in a call center environment specifically in Collections
• Strong coaching and leadership skills, and the ability to motivate employees
• Highly skilled negotiator
• Excellent written and verbal communication skills
• Strong knowledge of FDCPA, UDAAP, and state and federal collection laws and regulations
• Comfortable with standard business technology, including computers, software applications, and phone systems

Preferred

• Bachelor’s degree in finance, management, or a related field
• Auto finance collections experience
• Bilingual in English and Spanish