Collections Manager

Job Description

• Manage delinquency performance across all servicing portfolios, ensuring achievement of client, investor, and company delinquency reduction goals.

• Oversee collection call strategies, queue management, dialer campaigns, and workforce allocation to maximize borrower contact rates and delinquency resolution outcomes.

• Monitor collection effectiveness through key performance indicators including roll rates, right-party contacts, promise-to-pay fulfillment, cure rates, and loss mitigation referrals.

• Ensure compliance with CFPB servicing regulations, FDCPA, FCRA, FACT Act, bankruptcy requirements, state collection laws, investor guidelines, and client contractual requirements.

• Maintain department readiness for internal audits, external audits, regulatory examinations, and client reviews.

• Establish and oversee call quality monitoring programs to ensure compliance, professionalism, borrower experience, and adherence to company standards.

• Review escalated accounts and quality assurance findings to identify training and process improvement opportunities.

• Identify and implement technology, workflow, dialer, reporting, and automation enhancements that improve operational efficiency, compliance, and borrower engagement.

• Establish daily, weekly, and monthly performance objectives and provide ongoing coaching, mentoring, and development to maximize employee and departmental success.

Job Requirements

• 5+ years of mortgage servicing collections experience
• Must have strong understanding of mortgage collection regulatory requirements

Benefits

Includes medical, vision, dental, life, and disability insurance.

Pay

$90,000 - $100,000 plus bonus

Schedule

Hybrid

Location

Chicago, IL