Collections Leader: Drive Performance & Compliance

Segoso Caribbean; Monterrey; On-site; MXN 600,000 - 900,000; Full time

Job summary

Segoso Caribbean is seeking a Collections Manager to oversee its delinquent accounts collections unit in Monterrey. You will supervise a team of collectors, manage daily activities, and ensure regulatory compliance with FDCPA/TCPA and client guidelines.

The role emphasizes leadership, analytics, and cross-functional collaboration to meet performance targets. Responsibilities include monitoring KPIs, coordinating with HR and Training, and reporting progress to clients.

Qualifications

• Minimum 3–5 years in collections, with at least 2 years in supervisory or management capacity.
• Demonstrated knowledge of collections regulations (FDCPA, TCPA) and client compliance frameworks.
• Proven track record of achieving recovery/liquidation targets.
• Experience managing dialer-driven collections environments.

Responsibilities

• Lead and coach a team of collections agents to meet KPIs and quality standards.
• Oversee day-to-day collections activity across client portfolios and strategies.
• Monitor performance metrics, identify trends, and drive operational improvements.
• Ensure compliance with laws, scripts, settlement guidelines, and client requirements.
• Collaborate with HR, Training, IT, and operations to support site goals.

Skills

Leadership

Regulatory knowledge

Analytical skills

Communication

Conflict resolution

Team coaching

MS Office

Education

Bachelor’s degree in business administration, Finance, Management, or related field

Tools

Latitude CRM

Excel

PowerPoint

Dialer platforms (Aspect, NICE, Five9)

Job description

Segoso Caribbean is seeking a Collections Manager to oversee its delinquent accounts collections unit in Monterrey. You will supervise a team of collectors, manage daily activities, and ensure regulatory compliance with FDCPA/TCPA and client guidelines.

The role emphasizes leadership, analytics, and cross-functional collaboration to meet performance targets. Responsibilities include monitoring KPIs, coordinating with HR and Training, and reporting progress to clients.