Collections Manager

Finstro; Denver (CO); On-site; USD 85,000 - 120,000; Full time

Job summary

Finstro is seeking an experienced Collections Manager to lead the US Collections Team. This role focuses on driving performance, improving processes, and ensuring compliant, customer-centric collections. You will oversee high-value accounts and coordinate with the US Operations Manager to align with growth goals.

You will supervise a team, coach for quality calls, and handle complex cases, with a strong emphasis on negotiation and risk management in a fast-paced environment.

Qualifications

• 5+ years’ experience in collections within a financial services environment.
• At least 2 years’ experience in a team leadership or supervisory capacity within collections.
• Strong working knowledge of collections processes, systems, and best practices.
• Excellent written and verbal communication skills with stakeholder management capability.

Responsibilities

• Lead, allocate, and oversee daily collections workflows to meet SLAs.
• Supervise and develop the Collections Team through coaching and performance conversations.
• Manage a portfolio of complex, high-value accounts with escalation handling.
• Negotiate payment arrangements in line with policy and business goals.
• Monitor repayment adherence and identify risks to minimise delinquency.
• Ensure all client interactions and notes are recorded in Salesforce.

Skills

Negotiation skills

Communication

Organization

Stakeholder management

Tools

Salesforce

Job description

We're growing and looking for an experienced Collections Manager to join our high-performing team.

This is an opportunity to work with a diverse portfolio of small business and commercial clients, where your expertise will directly influence collections decisions and help businesses achieve their growth goals.

About us

Finstro has been solving financial challenges within B2B Trade finance since 2014 and served global businesses with over $1 billion in Trade Payments.

Finstro provides a complete cashflow management platform, enabling customer and supplier payments and providing innovative credit-based solutions to help businesses grow.

We are the solution to pay and get paid on terms that suit your business.

About the Role

The Collections Manager is responsible for driving the performance, quality, and effectiveness of the Collections Team supporting US operations. This role ensures the delivery of efficient, compliant, and customer-centric collections processes while maintaining strong commercial outcomes. Acting as a key liaison to the US Operations Manager, the role oversees team performance, manages complex or high-value accounts, and champions continuous improvement across collections practices.

Key Responsibilities:

• Lead, allocate, and oversee daily collections workflows, ensuring timely progression and resolution of all assigned cases in line with service level expectations.
• Supervise and develop the Collections Team through regular coaching, call quality reviews, and structured performance conversations, ensuring alignment with company standards and monthly scorecard outcomes.
• Maintain ownership of a portfolio of complex, sensitive, or high-value accounts, providing hands-on support and escalation management where required.
• Negotiate payment arrangements in accordance with company policies, balancing commercial outcomes with fair and sustainable client solutions.
• Monitor repayment adherence, proactively identifying risks and taking appropriate action to maintain account performance and minimise delinquency.
• Ensure all client interactions, case notes, and account updates are accurately recorded in Salesforce within agreed timeframes.
• Prepare and deliver accurate, timely reporting on collections performance, early-stage arrears, and team metrics to the US Operations Manager and broader leadership team.
• Ensure full compliance with all relevant regulatory requirements, including US debt collection standards, and internal policies and procedures.
• Identify trends, risks, and opportunities within collections activities, recommending and implementing process improvements to enhance efficiency, scalability, and client outcomes.
• Identify and appropriately elevate hardship cases, disputes, or vulnerable client situations to relevant internal specialists.

Position Requirements:

• Minimum 5 years’ experience in collections within a financial services environment.
• At least 2 years’ experience in a team leadership or supervisory capacity within a collections function.
• Strong working knowledge of collections processes, systems, and best practices.
• Proven ability to manage difficult conversations with professionalism, empathy, and confidence.
• Advanced negotiation skills with the ability to achieve commercially sound outcomes.
• Excellent written and verbal communication skills, with strong stakeholder management capability.
• High level of organisation and ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail, particularly in account review, risk identification, and structuring payment arrangements.