Сollections Manager

We are experiencing fast-paced growth and are looking for a strategic, performance-driven Collections Manager to lead our collections efforts, enhance recovery rates, and support our financial operations.

As the Collections Manager, you’ll oversee a team of 12+ agents handling early-stage (1st party) consumer collections. Your focus will be on optimizing call center performance, coaching team members, and ensuring compliance with regulatory standards and client expectations.

Responsibilities:

• Lead, coach, and develop a high-performing team of collections agents
• Monitor daily performance metrics (calls, contacts, payments, promises to pay)
• Analyze collection trends and develop strategies to exceed recovery targets
• Ensure compliance with all applicable laws (FDCPA, TCPA, etc.) and internal policies
• Partner with Quality Assurance, Training, and HR to improve staff performance
• Handle escalated calls and assist with complex account resolution when needed
• Report KPIs and collection forecasts to senior leadership regularly

Qualifications:

• 3–5+ years of experience in collections, with 2+ years in a leadership role
• Experience managing a call center team, preferably in 1st party collections
• Strong understanding of collection laws and regulations
• Proven track record of improving team performance and hitting KPIs
• Excellent communication, coaching, and problem-solving skills
• Familiarity with collection software (e.g., FICO Debt Manager, Latitude, etc.)

Contacts: Сирануш — +375447356799
Email: rabkovskaya@gubanova.by