Collections Manager

Description

The Collections Manager leads and oversees collections operations across mortgage, auto, and signature (unsecured consumer) loan portfolios. This role is accountable for team performance, recovery results, regulatory compliance, vendor relationships, and continuous process improvement to minimize loss and preserve customer relationships. 

Requirements

Key Responsibilities

• Team Leadership: Supervise, coach, and develop a team of collectors and specialists; set performance expectations, conduct regular one-on-ones, and manage staffing needs.
• Operational Oversight: Manage day-to-day collections activities across mortgage, auto, and signature loan portfolios; ensure consistent application of policies and procedures.
• Performance Management: Establish and monitor KPIs such as cure rates, roll rates, recovery amounts, promise-to-pay adherence, and days delinquent; deliver regular performance reports to senior management.
• Strategy and Process Improvement: Design and implement collection strategies, segmentation models, and workflow improvements to increase recoveries and reduce delinquency.
• Compliance and Risk Management: Ensure all collection practices comply with FDCPA, RESPA, state laws, investor requirements, and internal policies; maintain audit-ready documentation and lead remediation efforts when issues arise.
• Vendor and Legal Management: Oversee relationships with third-party vendors including skip-trace providers, repossession firms, attorneys, and collection agencies; negotiate contracts and monitor vendor performance.
• Escalation and Loss Mitigation: Coordinate complex loss-mitigation efforts, foreclosure or repossession escalations, bankruptcy cases, and legal referrals in partnership with legal and underwriting teams.
• Customer Experience: Promote professional, empathetic borrower engagement; resolve escalated borrower complaints and ensure high standards of customer service.
• Reporting and Budgeting: Prepare monthly and ad hoc reports for leadership; manage departmental budgets and resource allocation.
• Training and Documentation: Develop training programs, maintain up-to-date procedure manuals, and ensure team proficiency with servicing systems and regulatory updates.

Qualifications

• Experience: 5+ years in collections, loan servicing, or loss mitigation with at least 2 years in a supervisory or managerial role; direct experience across mortgage, auto, and unsecured signature loan collections strongly preferred.
• Education: High school diploma or GED required; Associate or Bachelor’s degree in finance, business, or related field preferred.
• Technical Skills: Proficiency with loan servicing systems, CRM platforms, and MS Office (Excel reporting skills required). Experience with skip-trace, repossession vendor platforms, and collections analytics tools preferred.
• Regulatory Knowledge: Strong working knowledge of FDCPA, RESPA, state foreclosure and repossession laws, bankruptcy procedures, and investor servicing guidelines.
• Certifications: Relevant certifications in collections, mortgage servicing, or compliance are a plus.

Skills and Competencies

• Leadership: Proven ability to motivate teams, manage performance, and drive results.
• Analytical Thinking: Strong data-driven decision-making and ability to interpret portfolio metrics.
• Communication: Clear, professional verbal and written communication with internal stakeholders, vendors, and borrowers.
• Negotiation: Skilled at structuring repayment plans, settlements, and vendor agreements.
• Organization: Ability to prioritize competing demands and manage high-volume caseloads through delegation and process controls.
• Problem Solving: Proactive in identifying root causes and implementing corrective actions.
• Compliance Orientation: Meticulous attention to regulatory detail and audit readiness.
• Emotional Intelligence: Empathy and professionalism when handling sensitive borrower situations and escalations.

Working Conditions 

• Schedule: Full-time; may require extended hours during peak periods or to meet deadlines.
• Physical Requirements: Office-based work with extended computer use; occasional travel to vendor sites or branch locations may be required.

Equal Opportunity: Employer is an equal opportunity employer committed to diversity and inclusion.