Collections Manager

About the role

You will be responsible for overseeing the day-to-day operations of our collections department, ensuring the efficient recovery of outstanding debts while maintaining a high level of professionalism and compliance. Your leadership skills, industry knowledge, and ability to motivate and guide a team will be essential in driving our agency’s success and maintaining client satisfaction.

Responsibilities

• Manage, lead, and supervise a team of collectors, providing training, guidance, and performance feedback to maximize individual and team productivity.
• Develop and implement effective collection strategies and techniques to optimize recovery rates and meet or exceed established targets.
• Monitor collections activities, including inbound and outbound calls, negotiation strategies, and repayment plans, to ensure adherence to company policies, industry regulations, and compliance standards.
• Analyze performance metrics and objectives and key results (OKRs), identifying areas for improvement and implementing action plans to drive performance and enhance team efficiency.
• Collaborate with other departments, such as HR, compliance, and IT to streamline processes, resolve customer escalations, and enhance overall collections operations.
• Stay up-to-date with industry trends, best practices, and regulatory changes related to debt collection, ensuring the agency’s compliance and alignment with evolving requirements.

Requirements

• A high school diploma or equivalent. A bachelor’s degree in business administration or a related field is preferred.
• Proven experience in a supervisory role within the debt collection industry, demonstrating a track record of successful team management and collections performance.
• Strong leadership and coaching skills, with the ability to motivate and develop a team to achieve targets and exceed expectations.
• In-depth knowledge of debt collection laws, regulations, and industry practices, with a commitment to ethical and compliant collections practices.
• Ability to prepare and enforce policies and procedures in general, and for operating a call center in the debt collection field specifically.
• Excellent communication and interpersonal skills to effectively interact with team members, clients, and external stakeholders.
• Analytical mindset with the ability to analyze data, identify trends, and implement strategies to improve collections results.
• Proficiency in using collection management systems and other relevant software tools.
• Strong problem-solving abilities and the capacity to handle difficult and sensitive customer situations.
• Ability to work in a fast-paced environment, manage multiple priorities, and adapt to changing circumstances.
• Professionalism, integrity, and a commitment to maintaining confidentiality and protecting customer and employee matters and information.

Qualifications

• High school diploma or equivalent.
• Bachelor’s degree in business administration or a related field preferred.
• Proven supervisory experience in debt collection.
• Strong leadership and coaching skills.
• In-depth knowledge of debt collection laws, regulations, and industry practices.
• Proficiency in collection management systems and software tools.
• Excellent communication and interpersonal skills.
• Analytical mindset and problem-solving abilities.
• Ability to work in a fast-paced environment.
• Commitment to professionalism and confidentiality.

Skills

• Leadership and coaching skills.
• Collection strategies and techniques.
• Performance analysis and improvement.
• Collaboration with other departments.
• Industry knowledge and compliance.
• Data analysis and problem-solving.
• Communication and interpersonal skills.
• Management of collection activities.
• Use of collection management systems.

Benefits

• Competitive salary range of $65,000 - $75,000 annually.
• Comprehensive benefits package including medical, dental, and vision insurance.
• 401(k) with employer contribution matching up to 5%.
• 11 federal holidays plus 15 days of paid time off.
• Short-term disability coverage.

Pay

Starting annual salary of $65,000- $75,000 with the potential for higher pay based on experience, skill set, and bi-lingual fluency.

Schedule

M-F 8:00am to 5:00pm

Benefits

• Medical, dental, and vision insurance.
• 401(k) with employer contribution matching up to 5%.
• 11 federal holidays plus 15 days of paid time off.
• Short-term disability coverage.

Contact Information

Bounce AI
333 Metro Park, Ste S-205, Rochester, NY 14623
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