Front Line Collections Manager

UNAVAILABLE; Atlanta (GA); Remote; USD 75,000 - 100,000; Full time

Job summary

GreenSky LLC is seeking a Front Line Manager in Collections to supervise the daily activities of Collections Specialists in a remote role. You will mentor team members, manage performance, and ensure accurate remediation of loan applications.

Collaboration with senior leadership is essential to maintain process adherence and efficiency. The role requires strong knowledge of FDCPA, TCPA, FCRA, and HIPAA, with experience in call-center technologies.

Qualifications

• 5+ yrs of collections experience.
• Call-center or financial center management experience.
• Knowledgeable in FDCPA, TCPA, FCRA, and HIPAA.
• Understanding of state and federal employment laws.
• Excellent verbal and written communication skills.

Responsibilities

• Direct, supervise and develop Collections team members with regular one-on-ones and performance reviews.
• Lead operational readiness initiatives: job aids, training materials, and new-hire curriculum.
• Coordinate licensing renewals for agents across states with Legal compliance.
• Support CST case-reduction efforts to lower case volume.
• Plan agent engagement activities to boost participation and motivation.
• Oversee onboarding and nesting for new agents transitioning to production roles.
• Ensure regulatory breaches are identified, escalated, and addressed per procedures.
• Collaborate with Collections leaders on best practices for projects and prioritization.
• Resolve escalated issues with internal and external stakeholders.

Skills

Collections

Call center management

FDCPA knowledge

Regulatory compliance

Leadership & coaching

Job description

Overview

About GreenSky:

GreenSky LLC, headquartered in Atlanta, is a leading technology company Powering Commerce at the Point of Sale® for a growing ecosystem of merchants, consumers, and banks. GreenSky’s highly scalable, proprietary and patented technology platform enables merchants to offer frictionless promotional payment options to consumers, driving increased sales volume and accelerated cash flow. The GreenSky® Program is operated on behalf of, and financing is offered and made by, federally insured, federal or state chartered financial institutions, which leverage GreenSky’s technology to offer and make loans to primarily super-prime and prime consumers nationwide. Since GreenSky’s inception, nearly 6 million consumers have financed more than $60 billion of commerce using GreenSky’s real time “apply and buy” technology.

Position: Front Line Manager, Collections

Hours: Monday - Friday 2pm-11pm (with some flexibility) and rotating weekends

Location: Remote

Overview:

The Frontline Manager in the Charge-Off Collections department supervises and directs the daily activities of Collections Specialists. The Frontline Manager is responsible for mentoring and leading a team of Specialists who perform a range of functions to ensure accurate and efficient review of loan applications which require additional remediation. To do this successfully, the ideal candidate will be required to conduct call, case and application reviews and document Specialists’ feedback, responses, and follow up activities, including performance management. The Frontline Manager must work closely with Collections Senior Director to cultivate an environment where pending processes and policies are correctly executed on.

Duties & Responsibilities

• Direct, supervise and provide development for Collections team members. This includes providing regular one-on-ones, performance reviews and outstanding leadership on productivity and compliance.
• Lead operational readiness initiatives, including the creation and revision of job aids, procedures, new-hire curriculum, e-learning materials, service alerts, system migration support, training, and nesting activities.
• Manage and coordinate COL licensing renewals for agents across applicable states throughout the year, partnering closely with the Legal team to ensure timely completion and compliance.
• Support ongoing CST case-reduction efforts, including participation in bi-weekly reviews and initiatives designed to reduce case volume and improve operational efficiency.
• Plan and coordinate agent engagement activities and contests to promote team participation, motivation, and engagement.
• Provide BPO onboarding and nesting support, helping ensure new agents are effectively transitioned from training into their production roles.
• Provide oversight of LOD1 and regulatory breaches, ensuring issues are identified, documented, escalated, and addressed in accordance with established procedures and regulatory requirements.
• Utilize a high degree of independence in solving problems and making decisions. Work within established lending authorities. Ensure duties are carried out in an efficient and cost-effective manner.
• Work with other Collections leaders on best practices for project completion and prioritization.
• Resolve escalated issues for internal and external stakeholders.

Required Skills/Qualifications

• 5+ yrs of collections experience.
• One or both of the following - Call center management experience or financial center management experience.
• Call-center technology experience; automated dialers, IVR’s, call monitoring software, etc.
• One or both of the following - Call center management experience or financial center management experience.
• Knowledgeable in FDCPA, TCPA, FCRA, and HIPAA
• Understanding of state and federal employment laws
• Ability to work independently on routine tasks and to flexibly manage multiple tasks.
• Demonstrated time management and organizational skills.
• Excellent verbal and written communication skills.
• Skilled communicator with ability to influence others.

If you have any questions about this job posting, please contact [e-mail].

GreenSky is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law.

For more information, visit us on the web at www.greensky.com.