Collections Manager: Data-Driven Recovery & Compliance

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

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.