Collections Manager

A collections manager is responsible for overseeing the collection operations and ensuring that they align with the business goals and delinquency measures. The collections manager also coaches and mentors the staff, develops new processes, and collaborates with internal and external stakeholders. The ideal candidate has experience in managing a high-

performance team, strong negotiation and communication skills, and knowledge of industry trends and regulations.

Responsibilities:

• Hire, train, and sustain high-performance teams through shared goals, sharedleadershipand clear role expectations 
• Coach to collection goals and metrics to ensure portfolio performance ismaintainedto organizational goal and standards 
• Develop new processes for collections to achieve maximum productivity 
• Present weekly, monthly, and quarterly reports on collections performance 
• Keep abreast on industry trends, best practices, and regulations 
• Collaborate with internal business and technology teams 
• Resolve customer complaints in a respectful,compliantand effective manner 
• Ensure staff is meeting the goals assigned and Key Performance Indicators (KPI) 
• Review accounts to provide informed feedback to their team.
• Participate in appraising performance, rewarding and disciplining employees 
• Review employee timecards for accuracy for approval 
• Analyze performance and operational data toidentifytrends 
• Mentor the collections team, ensuring adherence to servicing policies and procedures 
• Enforce compliance with company policies, procedures, and regulatory requirements, including the Fair Debt Collection Practice Act.
• Additionalresponsibilities will be assigned based on business needs  

Qualifications:

• Bachelor’s degree in finance, management, or related field preferred
• Minimum of 2 years management experience, in a call center environment, preferably in auto collections
• Strong coaching and leadership skills, ability to motivate employees
• Proficiencywith the necessary technology, including computers, software applications, phone systems, etc.
• Highly skilled in negotiations
• Strong written and oral communication skills
• Strong Knowledge of FDCPA, UDAPP, state and federal collection laws and regulations
• Bilingual (Spanish)- preferred