Manager, Collections & Recoveries

Collections Performance Execution  

• Execute against established collections and recovery strategies to improve key portfolio metrics, including roll rates, cure rates, liquidation rates, and recovery performance   

• Monitor ongoing performance and proactively identify trends, risks, and opportunities for improvement   

• Support forecasting and performance tracking for collections and recovery channels   

• Contribute to the development and refinement of strategies based on observed performance and data insights  

Vendor Oversight & Management  

• Manage day-to-day performance of third-party subservicers and collection agencies responsible for delinquency management and charged-off recoveries   

• Hold vendors accountable to clearly defined KPIs, SLAs, and performance expectations   

• Identify performance gaps and drive timely corrective action plans with vendors   

• Lead recurring performance reviews and operational meetings with vendors (weekly/monthly/quarterly)   

• Escalate and help resolve complex operational or borrower issues in partnership with vendors  

Performance Oversight & Improvement  

• Analyze collections and recovery performance data to understand drivers of borrower delinquencies and recovery trends   

• Partner with internal analytics teams to translate data into actionable insights and operational improvements   

• Identify, design, and implement process improvements and new collections tactics to enhance collections outcomes, scalability, and borrower experience  

• Prepare and deliver regular performance reporting, clearly articulating trends, drivers, and actions being taken  

• Ensure processes and vendor activities align with internal policies and regulatory requirements by partnering closely with the Legal and Compliance teams  

• Perform other duties as assigned 

• Associate’s Degree required; Bachelor’s Degree preferred  

• Minimum of 5 years of experience in collections, recoveries, or servicing operations, preferably in a consumer lending environment   

• Demonstrated experience managing third-party vendors or subservicers to deliver business outcomes  

• Strong analytical skills with demonstrated ability to use data to drive performance improvements   

• Expertise on collections regulations and compliance requirements (e.g., FDCPA, CFPB guidance)   

• Strong ownership mentality with focus on measurable outcomes   

• Strong problem-solving ability with a bias for action and urgency   

• Demonstrates strong project management rigor and the ability to manage priorities effectively 

• Proficiency with Microsoft Office tools (Outlook, Word, PowerPoint, Excel)   

• Excellent verbal, written, and interpersonal communication skills   

• Highly organized with strong time‑management capabilities and attention to detail 

• Self-motivated, self-directed, and results-oriented  

• Adaptable and able to multitask in a fast-paced, evolving environment   

• Can work independently and within a team; solution-oriented with a collaborative approach