Collections Manager

Delta Dallas; Plano (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Delta Dallas is seeking an experienced Collections Manager to lead and optimize recovery operations across a consumer lending portfolio. The role focuses on driving performance, reducing delinquency, ensuring regulatory compliance, and developing strategies that support portfolio health and business objectives.

The candidate will oversee day-to-day collections activities, develop long-term strategies, and collaborate with multiple functions to achieve departmental goals.

Qualifications

• Proven experience managing collections, customer service, or financial operations teams.
• Strong knowledge of consumer collections practices and regulatory requirements.
• Experience analyzing portfolio performance and operational metrics.
• Demonstrated ability to lead teams in a fast-paced environment.
• Excellent communication, coaching, and problem-solving skills.
• Proficiency with collection systems, reporting tools, and Microsoft Office applications.

Responsibilities

• Lead, mentor, and develop collection team members and supervisors.
• Establish performance goals, productivity standards, and service expectations.
• Conduct coaching sessions, performance reviews, and ongoing training.
• Manage staffing, workload distribution, and resource planning.
• Foster a culture of accountability, compliance, and continuous improvement.
• Develop and implement collection strategies across various delinquency stages.
• Create targeted recovery approaches for higher-risk accounts.
• Oversee payment arrangements, hardship assistance programs, and account resolution efforts.
• Monitor portfolio performance and recommend actions to mitigate losses.
• Support initiatives aimed at improving customer engagement and repayment outcomes.
• Ensure compliance with all applicable federal, state, and industry regulations governing collections activities.
• Partner with compliance and legal teams to maintain policies, procedures, and documentation standards.
• Protect confidential customer information and ensure proper handling of sensitive data.
• Maintain audit-ready records and support internal and external reviews.
• Promote adherence to ethical collection practices and company standards.
• Analyze collection trends, recovery performance, and portfolio metrics.
• Monitor team effectiveness through operational and financial reporting.
• Develop forecasts and performance insights to support business decisions.
• Identify opportunities to improve collections effectiveness through data analysis.
• Prepare reports and presentations for leadership stakeholders.
• Work closely with operational, risk, customer support, finance, and compliance teams to address portfolio concerns.
• Provide insights that support policy development and decision-making.
• Coordinate escalated account activity with internal and external stakeholders.
• Manage third-party vendor relationships and monitor service quality.
• Evaluate and enhance collection workflows, communication strategies, and operational processes.
• Recommend improvements to systems, tools, and automation capabilities.
• Lead initiatives focused on increasing efficiency, productivity, and recovery rates.
• Support implementation of reporting and prioritization tools to improve collection outcomes.
• Conduct regular quality reviews of customer interactions and collection activity.
• Complete and document ongoing performance evaluations and coaching sessions.
• Provide feedback and development plans for team members.
• Monitor call handling, response times, and operational quality standards.
• Identify and report process, system, or workflow issues impacting performance.
• Facilitate recurring team meetings to gather feedback, address concerns, and communicate priorities.
• Deliver performance and compliance reporting to leadership.

Job description

Work Schedule: Rotating schedule between 7:00 a.m.-7:00 p.m. (Monday through Friday) and 1 Saturday per month

About the Opportunity

A growing financial services organization is seeking an experienced Collections Manager to lead and optimize collection operations across a consumer lending portfolio. This leadership role is responsible for driving recovery performance, reducing delinquency, maintaining regulatory compliance, and developing strategies that support portfolio health and business objectives.

The ideal candidate is a results-oriented leader with experience managing collections teams, implementing process improvements, analyzing portfolio performance, and ensuring adherence to applicable collection regulations and consumer protection requirements.

Position Summary

The Collections Manager oversees day-to-day collection activities while developing long-term strategies to improve recovery outcomes and operational efficiency. This individual will manage team performance, enhance workflows, leverage data analytics, and collaborate across multiple business functions to achieve departmental goals.

Success in this role requires strong leadership skills, a customer-focused approach, regulatory knowledge, and the ability to drive continuous improvement through data-driven decision-making.

Our clients' collections' team works between the hours 7a-7p (Monday through Friday) and one Saturday per month. Qualified candidates must be able to work within this availability.

Key Responsibilities

Team Leadership & Performance Management

• Lead, mentor, and develop collection team members and supervisors.
• Establish performance goals, productivity standards, and service expectations.
• Conduct coaching sessions, performance reviews, and ongoing training.
• Manage staffing, workload distribution, and resource planning.
• Foster a culture of accountability, compliance, and continuous improvement.

Collections Strategy & Portfolio Management

• Develop and implement collection strategies across various delinquency stages.
• Create targeted recovery approaches for higher-risk accounts.
• Oversee payment arrangements, hardship assistance programs, and account resolution efforts.
• Monitor portfolio performance and recommend actions to mitigate losses.
• Support initiatives aimed at improving customer engagement and repayment outcomes.

Compliance & Risk Management

• Ensure compliance with all applicable federal, state, and industry regulations governing collections activities.
• Partner with compliance and legal teams to maintain policies, procedures, and documentation standards.
• Protect confidential customer information and ensure proper handling of sensitive data.
• Maintain audit-ready records and support internal and external reviews.
• Promote adherence to ethical collection practices and company standards.

Data Analysis & Reporting

• Analyze collection trends, recovery performance, and portfolio metrics.
• Monitor team effectiveness through operational and financial reporting.
• Develop forecasts and performance insights to support business decisions.
• Identify opportunities to improve collections effectiveness through data analysis.
• Prepare reports and presentations for leadership stakeholders.

Cross-Functional Collaboration

• Work closely with operational, risk, customer support, finance, and compliance teams to address portfolio concerns.
• Provide insights that support policy development and decision-making.
• Coordinate escalated account activity with internal and external stakeholders.
• Manage third-party vendor relationships and monitor service quality.

Process Improvement & Technology

• Evaluate and enhance collection workflows, communication strategies, and operational processes.
• Recommend improvements to systems, tools, and automation capabilities.
• Lead initiatives focused on increasing efficiency, productivity, and recovery rates.
• Support implementation of reporting and prioritization tools to improve collection outcomes.
• Conduct regular quality reviews of customer interactions and collection activity.
• Complete and document ongoing performance evaluations and coaching sessions.
• Provide feedback and development plans for team members.
• Monitor call handling, response times, and operational quality standards.
• Identify and report process, system, or workflow issues impacting performance.
• Facilitate recurring team meetings to gather feedback, address concerns, and communicate priorities.
• Deliver performance and compliance reporting to leadership.

Qualifications

• Proven experience managing collections, customer service, or financial operations teams.
• Strong knowledge of consumer collections practices and regulatory requirements.
• Experience analyzing portfolio performance and operational metrics.
• Demonstrated ability to lead teams in a fast-paced environment.
• Excellent communication, coaching, and problem-solving skills.
• Proficiency with collection systems, reporting tools, and Microsoft Office applications.
• Experience driving process improvements and operational efficiency initiatives preferred.