Collections Manager

US Bank; Earth City (MO); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Healthcare (medical, dental, vision)

Life insurance

Disability insurance

Parental leave

401(k) retirement plan

Paid vacation

Job summary

U.S. Bank is seeking a seasoned collections leader to manage multi-area collections operations and third-party vendor performance. The role includes overseeing call center teams, reviewing call analytics, and driving continuous improvement while ensuring regulatory compliance.

The position supports a hybrid/flexible schedule with in-office presence required three or more days weekly, and potential for remote work on other days. Strong leadership and communication skills are essential.

Qualifications

• Bachelor's degree or equivalent work experience.
• 5–8 years in collections and financial services.
• 2+ years of management/supervisory experience.

Responsibilities

• Oversee day-to-day collections operations for multiple areas (cards, loss recovery, commercial).
• Lead third-party collection vendors and ensure performance and compliance with requirements.
• Manage call center teams handling inbound/outbound calls and escalated cases.
• Analyze calls and vendor data to identify trends and drive process improvements.
• Monitor KPIs, vendor scorecards, and productivity metrics to guide decisions.

Skills

Verbal communication

Written communication

People management

Problem solving

Analytical thinking

Education

Bachelor's degree or equivalent

Tools

Online collection systems

Job description

At U.S. Bank, we're on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at-all from Day One.

Job Description

Manages the collection activities for various areas within the organization as assigned, such as bank cards, loss recovery, commercial accounts, etc. Manage the day-to-day operations of the Third-Party collection vendors to ensure performance and compliance within performance expectations. Manages the review and handling of Third-Party vendor reporting to ensure the vendors are operating in accordance with U.S. Bank requirements. Manage Call Center teams performing inbound and outbound call center activities for specialized call groups servicing special handling and escalated calls. Leads team-building initiatives, employee development, coaching, engagement, and recognition efforts to foster a high-performing and collaborative work environment. Manages call reviews and analysis of calls and feedback to leadership on escalated call trends, errors and proposed process solutions. Oversees reporting, performance measurement, and data tracking activities, including monitoring key performance indicators (KPIs), vendor scorecards, call center metrics, productivity trends, and operational results. Utilizes reporting and analytics to identify opportunities, support decision-making, and drive continuous improvement initiatives. Manages staffing availability and phone metrics to ensure call center team meets production requirements. Manage call reviews and analysis of calls for servicing errors. Position ensures compliance with applicable internal policies and procedures and regulatory requirements.

The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.

Basic Qualifications

• Bachelor's degree, or equivalent work experience
• Five to eight years of experience in collections and financial services industry
• Two or more years of management/supervisory experience

Preferred Skills/Experience

• Thorough knowledge of loan collection techniques, policies, procedures, and principles of credit lending
• Strong understanding of collection laws and regulations
• Thorough knowledge of consumer, residential, commercial and/or dealer originated installment lending as applicable
• Basic knowledge of on-line collection systems
• Thorough knowledge of general organizational operations and procedures
• Strong planning and organizational skills
• Good managerial skills
• Ability to resolve moderate problems with minimal guidance
• Excellent verbal and written communication skills

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

Review our full benefits available by employment status here.

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

E-Verify U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, includ