Collections Manager

About the role

The Collections Manager is responsible for driving the performance, quality, and effectiveness of the Collections Team supporting US operations. This role ensures the delivery of efficient, compliant, and customer-centric collections processes while maintaining strong commercial outcomes. Acting as a key liaison to the US Operations Manager, the role oversees team performance, manages complex or high-value accounts, and champions continuous improvement across collections practices.

Key Responsibilities

• Lead, allocate, and oversee daily collections workflows, ensuring timely progression and resolution of all assigned cases in line with service level expectations.
• Supervise and develop the Collections Team through regular coaching, call quality reviews, and structured performance conversations, ensuring alignment with company standards and monthly scorecard outcomes.
• Maintain ownership of a portfolio of complex, sensitive, or high-value accounts, providing hands-on support and escalation management where required.
• Negotiate payment arrangements in accordance with company policies, balancing commercial outcomes with fair and sustainable client solutions.
• Monitor repayment adherence, proactively identifying risks and taking appropriate action to maintain account performance and minimise delinquency.
• Ensure all client interactions, case notes, and account updates are accurately recorded in Salesforce within agreed timeframes.
• Prepare and deliver accurate, timely reporting on collections performance, early-stage arrears, and team metrics to the US Operations Manager and broader leadership team.
• Ensure full compliance with all relevant regulatory requirements, including US debt collection standards, and internal policies and procedures.
• Identify trends, risks, and opportunities within collections activities, recommending and implementing process improvements to enhance efficiency, scalability, and client outcomes.
• Identify and appropriately escalate hardship cases, disputes, or vulnerable client situations to relevant internal specialists.

Position Requirements

• Minimum 5 years’ experience in collections within a financial services environment.
• At least 2 years’ experience in a team leadership or supervisory capacity within a collections function.
• Strong working knowledge of collections processes, systems, and best practices.
• Prominent ability to manage difficult conversations with professionalism, empathy, and confidence.
• Advanced negotiation skills with the ability to achieve commercially sound outcomes.
• Excellent written and verbal communication skills, with strong stakeholder management capability.
• High level of organization and ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail, particularly in account review, risk identification, and structuring payment arrangements.

Department

Operations

Locations

Denver

Remote status

Temporarily Remote

About Finstro

The Finstro vision is to put business owners back in control of their working capital. We provide a complete cashflow management platform that takes control of customer and supplier payments, and provides innovative credit based solutions to help grow your business. Our goal is to make managing cash flow, customers and suppliers simple and give you back your most valuable resource, your time.

Most traditional data management platforms only acknowledge when a cash flow issue arises and then you are left to your own devices to solve it yourself. Finstro can not only identify the problem, it also provides 'one click' solutions as well as credit facilities available at any time to handle the unexpected.