Collections and Recovery Portfolio Manager

Profile Personnel; Oregon (WI); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Profile Personnel is seeking a financial accountability professional to maximise collections across the credit lifecycle. You will lead policy development, oversee collection strategies, and monitor performance across channels.

You will work with cross-functional teams to set SLAs, design digital campaigns, and manage settlement offers for NPL-WO accounts, while ensuring compliance and reporting.

Qualifications

• Bachelor’s degree in finance, economics, business administration, statistics, or related field.
• Proven experience in debt collections, financial analysis, or a similar role within the financial services industry.
• Proficiency in data analysis tools and software such as Excel, SQL.

Responsibilities

• Develop and maintain the collections policy in alignment with current best practices and strategic thinking.
• Oversee the design, continuous improvement, monitoring, and reporting of collection strategies to prevent defaults and optimize NPL outcomes.
• Monitor performance across channels (Call Centres, Digital, EDCs, Cybertrac) and establish SLAs and reporting.
• Collaborate with Operations Leads to review performance vs targets, activation counts, and receipting trends.
• Design digital communications campaigns across SMS, WhatsApp, email, and customer journeys; create AI prompts for contact centre use.
• Manage all customer settlement initiatives and maintain the deals matrix for NPL-WO accounts; approve offers within delegated authority.
• Ensure compliance with laws, regulations, and internal policies across all collection activities.
• Provide ad-hoc reporting support as required.

Skills

Problem solving

Creative thinking

Attention to detail

Self-motivated

Communication skills

Independent work

Education

Bachelor's degree in finance/economics/business

Tools

Excel

SQL

Job description

Financial accountability

Maximise after cost collections on portfolio through proactive, strategic, and operational oversight across the full credit lifecycle.

Responsibilities

• Collections Policy - Develop and maintain the collections policy in alignment with current best practices and strategic thinking.


• Management of Collection Strategies - Oversee the design, continuous improvement, monitoring, and reporting of collection strategies, with the following objectives: Proactively prevent default among paying customers by identifying and engaging those at risk of default. Minimize the roll-forward of early defaulters through targeted intervention. Maximize activation of Non-Performing Loans (NPL) and write-off accounts (NPLWO) to optimize NPL net yield. Ensure timely and consistent allocation of accounts to appropriate collections channels including OBCC Servicing and Activations, Cybertrac, and EDC, aligned with receipting and activation targets.


• Performance Monitoring of Operational Channels - Oversee performance across operational channels including Call Centres (CC), Digital Collections, External Debt Collectors (EDCs), and Cybertrac


• Establish targets and service level agreements (SLAs) for each channel.


• Develop and maintain performance monitoring reports to track delivery against these targets and SLAs.


• Monitor stock rotation and aging accounts to ensure operational momentum and compliance with strategy timelines.


• Collaboration with Operational Channels for Segmented Treatments - Facilitate weekly performance reviews with Operational Leads, including performance vs targets, activation counts, and receipting trends.


• Work closely with operational teams to define tailored treatment strategies based on customer segmentation:


• Design digital communication campaigns across SMS, WhatsApp, email, and customer journey flows.


• Create customized scripts and AI prompts for use in the contact centre.

Settlement Offer Management

• Manage all customer settlement initiatives, including both structured and ad-hoc offers:


• Own and maintain the deals matrix that guides settlement offers on NPL-WO accounts.


• Define maximum allowable settlement mandates.


• Approve customer-initiated settlement offers within delegated authority.

Regulatory and Policy Compliance

• Ensure that all collection activities adhere to applicable laws, regulations, and internal company policies.

Contract Management

• Ensure all contracts are correctly classified under relevant operational statuses and campaign structures.


• Execute write-offs as appropriate.


• 3Provide ad-hoc reporting support as required.

Reporting and Monitoring

• Compile and present regular performance reports, including weekly CC performance reviews and monthly Manco pack.


• Investigate variances in monthly performance and provide recommendations for corrective action.

Requirements

• Bachelor’s degree in finance, Economics, Business Administration, Statistics, or a related field.


• Proven experience in debt collections, financial analysis, or a similar role within the financial services industry.


• Proficiency in data analysis tools and software such as Excel, SQL

Skills and behaviours

• Excellent problem solver


• Creative thinker


• Attention to detail


• Self-motivated


• Good verbal and written communication


• Ability to work independently