Collections Manager

About the role

The Collections Manager will report to the Head of Operations. The role involves building, hiring, and leading Earnest’s Personal Loans collections team, including supervisors and collectors, as the team scales. Key responsibilities include owning the execution of the collections program across delinquency stages, managing third-party collection agency relationships, ensuring collections activities meet FDCPA and regulatory requirements, and building and evolving collections processes.

Responsibilities

• Build, hire, and lead Earnest’s Personal Loans collections team, including supervisors and collectors, as the team scales.
• Own the execution of our collections program across delinquency stages, partnering closely with Risk on strategy and direction.
• Manage third-party collection agency relationships, including selection, onboarding, performance management, and allocation of volume.
• Own collections performance and reporting across key KPIs, including roll rates, cure rates, cost to collect, and right-party contact.
• Ensure collections activities meet FDCPA and applicable state regulatory requirements, partnering with Legal & Compliance on complaint monitoring, audits, and remediation.
• Build and evolve collections processes, procedures, and SOPs while identifying solutions for gaps between current tools and platform capabilities.

Requirements

• 6+ years of experience in consumer lending collections or loan servicing, including 3+ years in a people leadership role.
• Demonstrated experience managing third-party collection agencies and driving performance through data and key collections KPIs.
• Strong working knowledge of collections compliance and regulatory requirements, including FDCPA and applicable state regulations.
• Strong cross-functional communication skills with experience partnering with teams such as Risk, Product, Legal, and Compliance.
• Comfortable building and scaling teams, processes, and programs in an evolving environment where structure may still be taking shape.

Qualifications

• Experience in fintech, digital lending, or non-bank financial services.
• Experience building or scaling a collections team or program from the ground up.
• Familiarity with personal loans, student loans, or unsecured installment lending.
• Track record of collaborating with Risk, Product, or Data partners on strategic initiatives, with a focus on leveraging automation or modern tech to evolve collections processes.

Skills

• Strong leadership and team management skills.
• Excellent communication and collaboration abilities.
• Proven ability to manage third-party vendors and drive performance metrics.
• Knowledge of FDCPA and applicable state regulations.
• Ability to build and scale collections processes and procedures.

Benefits

Earnest offers a comprehensive benefits package including health, dental, and vision benefits, a Mac computer and work-from-home stipend, monthly internet and phone reimbursement, an Employee Stock Purchase Plan (ESPP), restricted stock units (RSUs), a 401(k) plan with company match, robust tuition reimbursement, a $1,000 travel perk on each Earnie-versary, competitive days of annual PTO, and competitive parental leave.

Pay

Salary Range: $98,000 USD - $123,000 USD

Schedule

This role will be based in the US.