Manager, Collections & Recoveries
Job Description:
- 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
- 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
- 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
Requirements:
- 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
Benefits:
- Comprehensive health, dental, and vision plans
- 4 weeks PTO
- 401k + company match
- Metro SmartTrip benefits ($50/mo)
- Remote or hybrid (4 days per week in-office) work schedules for most positions
- Incentives for purchasing solar panels, electric vehicles, biking to work, etc.
- Paid subscriptions to Veterans Compost, Capital Bikeshare, Imperfect Foods reimbursement, and more!
- Best Workplaces for Commuters 2023 & 2024 winner
- The Washington Post Top Workplaces 2023, 2024, and 2025 winner
- American Banker Best Banks to Work For 2023 winner