Collections Manager
Core
Lead a team of 8–15 Resolution Experts in a debt recovery call center to ensure high performance, compliance, and measurable improvement in collections outcomes.
Role type
Senior IC Collections Manager (Team Lead)
Builds
Debt recovery operations for consumers and creditors (via careerplan.io/jobs/E9-00C-7E-C69-collections-manager)
Domain
Fintech / Debt Collection
Required skills
Team coaching and development, Performance management (KPIs), Conflict resolution, Debt collection law compliance, Call center operations management, Data analysis for strategy, Collection management systems proficiency, Problem-solving in sensitive situations
Preferred skills
Experience with hybrid onsite/remote staff scheduling, Cross-functional partnership with training teams
Technologies
Collection management systems
Responsibilities
Coach and develop Resolution Experts through side-by-side training; Manage team performance and hold under-performers accountable; Address conduct issues and resolve delinquency escalations; Manage schedules, attendance, and coverage for onsite and remote staff; Partner with onsite managers and training teams; Lead by example on compliance and confidentiality.
Seniority
Senior, hands-on IC