Collections Leader: Drive Recovery & Compliance

Genesis BPO LLC; Ciudad de México; On-site; MXN 446,000 - 502,000; Full time

Benefits offered by this job

Unlimited Team Performance Bonus

Grocery Vouchers

Work-Life Balance

Paid Training

Ongoing Development

Referral Program

Great Culture

Modern Office

Collaborative Atmosphere

Technology-Rich

Growth-Oriented Culture

Clear Reporting Structure

Leadership Development

Cross-Functional Exposure

Skill Building

Job summary

Genesis Management in Mexico City is seeking a Collections Manager to lead our collections operations. You will manage a small team, coach members, and drive performance while ensuring compliance with FDCPA and CFPB regulations.

The role demands proven leadership in a fast-paced, regulatory environment, with a track record of meeting recovery targets and hiring/training collection agents. This is a hands-on management position in a modern, collaborative office setting.

Qualifications

• Bilingual English/Spanish communication skills required.
• 3+ years of direct supervisory experience managing a collections team in a call center.
• Leadership experience overseeing a collections team of 5+ agents.
• Proven experience conducting performance evaluations, disciplinary actions, and coaching sessions.
• Experience hiring, training, and developing collection agents.
• Track record of meeting recovery targets as a collections team leader.
• Working knowledge of FDCPA and CFPB compliance requirements.

Responsibilities

• Manage a team of 3–6 collections specialists, overseeing daily operations and performance.
• Conduct regular one-on-one coaching sessions to improve results.
• Lead formal performance evaluations and development plans.
• Manage schedules, attendance, and policy adherence.
• Monitor KPIs and reporting; drive optimization and efficiency.
• Handle escalated cases and responsible negotiations within FDCPA/CFPB rules.

Skills

Bilingual English/Spanish

Supervisory experience

Leadership of 5+ agents

Performance evaluations

Hiring/training development

Recovery targets achievement

FDCPA/CFPB compliance

Tools

Five9

Infinity

ADP

Job description

Genesis Management in Mexico City is seeking a Collections Manager to lead our collections operations. You will manage a small team, coach members, and drive performance while ensuring compliance with FDCPA and CFPB regulations.

The role demands proven leadership in a fast-paced, regulatory environment, with a track record of meeting recovery targets and hiring/training collection agents. This is a hands-on management position in a modern, collaborative office setting.