Collections Call Center Leader: Coach, Analytics, Results

First American Title Lending; Dalton (GA); On-site; USD 75,000 - 90,000; Full time

Benefits offered by this job

Paid time off and paid holidays

Medical, dental, and vision insurance

Company-paid life insurance

Company-paid disability insurance

401(k) with company match up to 4%

Job summary

First American Title Lending in Dalton, GA is seeking an experienced Collections Call Center Manager to lead our customer contact and collections team onsite. You will shape performance, coaching, and processes in a fast-paced environment.

You will develop training programs, monitor interactions, review aging accounts, and drive collection strategies while upholding exceptional customer service. Core hours are Mon-Fri 8:00 AM–6:00 PM with occasional Saturdays; compensation ranges from $75,000 to

Qualifications

• 3–5 years of experience in collections management, call center leadership, training, or related field.
• Experience in collections, consumer lending, mortgage, sub-prime lending, rent-to-own, or related industries.
• Strong coaching, leadership, and communication skills.
• Experience with Microsoft Office, point-of-sale systems, and auto dialer systems.
• Strong analytical, organizational, and problem-solving abilities.
• Spanish/English bilingual skills are a plus.

Responsibilities

• Oversee daily collections operations and develop training programs for team success.
• Monitor calls, notes, and customer interactions for quality assurance.
• Review aging accounts and drive collection strategies.
• Coach and manage collections agents to meet goals.
• Ensure proper documentation and process compliance.
• Identify trends and implement process improvements.
• Assist with collection efforts on past-due accounts.
• Help the team achieve and exceed performance goals.

Skills

Leadership

Coaching

Communication

Analytical thinking

Problem-solving

Spanish/English bilingual

Customer service excellence

Tools

Microsoft Office

POS systems

Auto dialer systems

Job description

First American Title Lending in Dalton, GA is seeking an experienced Collections Call Center Manager to lead our customer contact and collections team onsite. You will shape performance, coaching, and processes in a fast-paced environment.

You will develop training programs, monitor interactions, review aging accounts, and drive collection strategies while upholding exceptional customer service. Core hours are Mon-Fri 8:00 AM–6:00 PM with occasional Saturdays; compensation ranges from $75,000 to