Collections Manager

Segoso Caribbean; Monterrey; Presencial; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Leadership

Regulatory knowledge

Analytical skills

Communication

Conflict resolution

Team coaching

MS Office

Educación

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

Herramientas

Latitude CRM

Excel

PowerPoint

Dialer platforms (Aspect, NICE, Five9)

Descripción del empleo

Description

The Collections Manager is responsible for overseeing and directing the daily operations of the collection's unit within Segoso Caribbean. This role leads a team of collectors engaged in recovering delinquent accounts on behalf of external client portfolios, ensuring compliance with applicable regulations, achievement of client-defined recovery targets, and delivery of outstanding collector performance. The Collections Manager partners cross-functionally with HR, Training, and Operations leadership to drive a high-performance, compliant, and client-focused collections environment.

Key Responsibilities

Team Leadership & Performance Management

• Supervise, coach, and develop a team of 1st party collections agents to meet and exceed individual and team KPIs.
• Conduct regular one-on-ones, performance reviews, and floor observations to identify coaching opportunities.
• Manage scheduling, attendance, and workforce planning to maintain optimal staffing levels.
• Recognize top performers and implement corrective action plans where performance gaps exist.

Collections Operations

• Oversee day-to-day collections activity across assigned client portfolios.
• Monitor dialer performance, queue management, and contact strategy to maximize right-party contacts and collections.
• Analyze daily, weekly, and monthly performance data to identify trends and implement operational improvements.
• Ensure agents adhere to approved call scripts, negotiation parameters, and settlement authority guidelines.

Client & Portfolio Management

• Serve as an operational point of contact for 1st party client accounts; participate in client calls and reporting reviews.
• Ensure portfolio-level recovery rates, liquidation targets, and SLA commitments are consistently met.
• Coordinate with clients on account placement strategies, inventory management, and dispute resolution.
• Prepare and deliver performance reports and trend analyses to internal leadership and clients as required.

Compliance & Quality Assurance

• Ensure the collections team operates in full compliance with applicable laws and regulations (e.g., FDCPA, TCPA, client-specific guidelines).
• Partner with the QA team to monitor call quality, ensure regulatory adherence, and implement remediation where required.
• Maintain up-to-date knowledge of industry regulatory changes and communicate impact to the team promptly.
• Address and resolve consumer disputes and escalations in a timely and professional manner.

Cross-Functional Collaboration

• Collaborate with Training & Development to onboard new collectors and deliver ongoing skills development programs.
• Partner with HR on recruitment needs, disciplinary processes, and employee engagement initiatives.
• Work with IT and system administrators to ensure tools, dialer configurations, and platforms support operational needs.
• Contribute to strategic planning sessions and site-level management meetings.

Requirements

Qualifications & Experience

Required

• Minimum 3–5 years of experience in collections, with at least 2 years in a supervisory or management capacity.
• Demonstrated knowledge of collections regulations, including FDCPA, TCPA, and relevant client compliance frameworks.
• Proven track record of achieving or exceeding collections of recovery and liquidation targets.
• Experience managing dialer-driven collections environments (Aspect, NICE, Five9, or similar).
• Strong analytical skills; proficiency in reading and acting on performance data and reports.
• Excellent interpersonal, communication, and conflict resolution skills.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint).

Preferred

• Bachelor’s degree in business administration, Finance, Management, or a related field.
• Experience with BPO or outsourced collections operations serving U.S.-based clients.
• Familiarity with workforce management tools and CRM/collections platforms (e.g., Latitude).
• Experience working in a multi-client, multi-portfolio collections environment.

Key Competencies

Leadership & People Development

• Accountability & Results Orientation
• Client Relationship Management
• Analytical & Data-Driven Decision Making

Compliance & Regulatory Knowledge

• Effective Communication
• Problem Solving & Critical Thinking
• Adaptability & Resilience

Key Performance Indicators (KPIs)

• Monthly and quarterly recovery/liquidation rate vs. target
• Team right-party contact (RPC) rate and promise-to-pay (PTP) conversion
• Collector productivity metrics (calls per hour, accounts worked, dollars collected)
• QA compliance scores and call quality ratings
• Employee retention, attendance, and engagement metrics
• Client satisfaction scores and SLA adherence