The Collections Manager is responsible for ensuring that collections, support, and quality key result areas are consistently achieved to contribute to the overall goals of the business and the bank. This is accomplished through effective supervision and management of Collections Associates and Collection Agencies, with a strong focus on driving high-level performance, delivering excellent customer service, maintaining process proficiency through compliance and training, implementing efficiency and sustainability initiatives, and overseeing capacity planning, talent development, and employee engagement.

Core Responsibilities

Pre-Delinquency & Past Due Management

• Monitors team and agency performance to meet collection and productivity targets
• Reviews escalated customer concerns, including reversals and VIP issues
• Ensures timely completion of service requests via Salesforce
• Maintains comp...