Collections Manager

The Collections Manager is responsible for overseeing the collection of payments on outstanding delinquent loans and supporting departmental delinquency goals. They manage a team of collection agents, monitor performance and collection trends, provide coaching and feedback, help maintain accurate account records, and ensure adherence to company policies and procedures.

Essential Functions

• Manage a team of collections agents, providing guidance, support, and training to ensure they meet performance metrics and adhere to company policies and procedures
• Leverage Cresta and other performance monitoring tools to identify trends, evaluate call quality, support employee development, and drive continuous improvement initiatives
• Review accounts to spot collection trends, dealer issues and orchestrate a plan for resolution
• Help complete month end duties
• Investigate, resolve, and respond to escalated issues
• Partner with nearshore leadership to maintain alignment in training, performance expectations, collection strategies, and operational best practices to ensure consistent customer experience
• Perform other duties, projects, and responsibilities as assigned

Required Education and Experience

• Bachelor’s degree in related field, or commensurate work experience required
• 5 years of Collections and/or Customer Service experience in increasingly elevated roles required
• 2 years of collection people management experience required
• Bilingual (English and Spanish) candidate preferred
• Financial industry experience preferred
• Attention to detail and accuracy required
• Excellent verbal and written communication skills required
• Proficient in the utilization of Microsoft Office Suite
• Ability to thrive in a fast paced work environment

Physical Demands

While performing the duties of this job, the employee is frequently required to sit, stand, walk, visualize, talk, hear, and handle or touch objects or controls. The employee may occasionally lift, push, or pull up to 20 pounds.

This position is an office-based position where you must be able to sit for long periods of time. The employee will be working on a computer 90% of the time.