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 proceduresLeverage Cresta and other performance monitoring tools to identify trends, evaluate call quality, support employee development, and drive continuous improvement initiativesReview accounts to spot collection trends, dealer issues and orchestrate a plan for resolutionHelp complete month end dutiesInvestigate, resolve, and respond to escalated issuesPartner with nearshore leadership to maintain alignment in training, performance expectations, collection strategies, and operational best practices to ensure consistent customer experiencePerform other duties, projects, and responsibilities as assigned Required Education And Experience Bachelor’s degree in related field, or commensurate work experience required5 years of Collections and/or Customer Service experience in increasingly elevated roles required2 years of collection people management experience requiredBilingual (English and Spanish) candidate preferredFinancial industry experience preferredAttention to detail and accuracy requiredExcellent verbal and written communication skills requiredProficient in the utilization of Microsoft Office SuiteAbility 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.