Collections Manager

Aqua Finance; United States; Remote; USD 75,000 - 110,000; Full time

Job summary

Aqua Finance is seeking a Collections Manager to oversee a team of collection agents and drive performance toward delinquency targets. You will monitor trends, coach staff, ensure accurate account records, and enforce company policies across the department.

Responsibilities include coordinating with leadership, utilizing performance tools, reviewing accounts for trends, and supporting month-end activities. Strong communication and bilingual skills bolster customer outcomes in a fast-paced

Qualifications

• Bachelor’s degree in related field, or commensurate work experience required
• 5 years of Collections and/or Customer Service experience in increasingly elevated roles required
• 2 years of collection people management experience required
• Bilingual (English and Spanish) candidate preferred
• Financial industry experience preferred
• Attention to detail and accuracy required
• Excellent verbal and written communication skills required
• Proficient in the utilization of Microsoft Office Suite
• Ability to thrive in a fast paced work environment

Responsibilities

• Manage a team of collections agents, providing guidance, support, and training to ensure they meet performance metrics and adhere to company policies and procedures
• Leverage Cresta and other performance monitoring tools to identify trends, evaluate call quality, support employee development, and drive continuous improvement initiatives
• Review accounts to spot collection trends, dealer issues and orchestrate a plan for resolution
• Help complete month end duties
• Investigate, resolve, and respond to escalated issues
• Partner with nearshore leadership to maintain alignment in training, performance expectations, collection strategies, and operational best practices to ensure consistent customer experience
• Perform other duties, projects, and responsibilities as assigned

Skills

Attention to detail

Excellent verbal and written comms

Bilingual English/Spanish

Education

Bachelor’s degree or commensurate work experience

Tools

Microsoft Office Suite

Job description

Collections Manager

The Collections Manager is responsible for overseeing the collection of payments on outstanding delinquent loans and supporting departmental delinquency goals. They manage a team of collection agents, monitor performance and collection trends, provide coaching and feedback, help maintain accurate account records, and ensure adherence to company policies and procedures.

Essential Functions

• Manage a team of collections agents, providing guidance, support, and training to ensure they meet performance metrics and adhere to company policies and procedures
• Leverage Cresta and other performance monitoring tools to identify trends, evaluate call quality, support employee development, and drive continuous improvement initiatives
• Review accounts to spot collection trends, dealer issues and orchestrate a plan for resolution
• Help complete month end duties
• Investigate, resolve, and respond to escalated issues
• Partner with nearshore leadership to maintain alignment in training, performance expectations, collection strategies, and operational best practices to ensure consistent customer experience
• Perform other duties, projects, and responsibilities as assigned

Required Education and Experience

• Bachelor’s degree in related field, or commensurate work experience required
• 5 years of Collections and/or Customer Service experience in increasingly elevated roles required
• 2 years of collection people management experience required
• Bilingual (English and Spanish) candidate preferred
• Financial industry experience preferred
• Attention to detail and accuracy required
• Excellent verbal and written communication skills required
• Proficient in the utilization of Microsoft Office Suite
• Ability to thrive in a fast paced work environment

Physical Demands

While performing the duties of this job, the employee is frequently required to sit, stand, walk, visualize, talk, hear, and handle or touch objects or controls. The employee may occasionally lift, push, or pull up to 20 pounds. This position is an office-based position where you must be able to sit for long periods of time. The employee will be working on a computer 90% of the time.

Aqua Finance (Aqua) delivers flexible and consumer-friendly financing programs so families across the U.S. can bring their dreams to life. Our financing solutions make clean water, home renovations, and the great outdoors more affordable. We're a growing, national company with values that are deeply rooted in a midwestern culture that cares about you as an individual. We succeed when you succeed and celebrate what you bring to Aqua. Here are Aqua, we say "Yes" to helping you succeed! Beyond finding your dream career, we aim to be a first-choice employer.