Manager, Collections & Recoveries

📋 Description

• Implement established strategies for collections and recovery to enhance key portfolio metrics, such as roll rates, cure rates, liquidation rates, and overall recovery performance.

• Continuously monitor performance and proactively recognize trends, risks, and areas for improvement.

• Assist in forecasting and performance tracking for collections and recovery channels.

• Aid in the development and refinement of strategies based on performance observations and data insights.

• Oversee the daily performance of third-party subservicers and collection agencies tasked with managing delinquencies and charged-off recoveries.

• Ensure vendors meet clearly defined KPIs, SLAs, and performance expectations.

• Detect performance gaps and initiate timely corrective action plans with vendors.

• Conduct regular performance reviews and operational meetings with vendors on a weekly, monthly, or quarterly basis.

• Elevate and assist in resolving complex operational or borrower issues in collaboration with vendors.

• Analyze collections and recovery performance data to identify factors contributing to borrower delinquencies and recovery trends.

• Collaborate with internal analytics teams to convert data into actionable insights and operational enhancements.

• Identify, design, and implement process improvements and new collection techniques to optimize outcomes, scalability, and borrower experience.

• Prepare and present regular performance reports, effectively communicating trends, drivers, and actions being undertaken.

• Ensure that processes and vendor activities comply with internal policies and regulatory requirements by working closely with Legal and Compliance teams.

• Perform additional duties as assigned.

⛳️ Requirements

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

• At least 5 years of experience in collections, recoveries, or servicing operations, ideally within a consumer lending environment.

• Proven experience in managing third-party vendors or subservicers to achieve desired business outcomes.

• Strong analytical abilities with a demonstrated capacity to leverage data for performance enhancement.

• In-depth knowledge of collections regulations and compliance obligations (e.g., FDCPA, CFPB guidance).

• A strong ownership mentality with a focus on measurable results.

• Excellent problem-solving skills with a proactive and urgent approach.

• Exhibits robust project management discipline and effectively manages competing priorities.

• Proficient in Microsoft Office applications (Outlook, Word, PowerPoint, Excel).

• Exceptional verbal, written, and interpersonal communication abilities.

• Highly organized with excellent time-management skills and attention to detail.

• Self-motivated, self-directed, and results-driven.

• Flexible and capable of multitasking in a fast-paced, changing environment.

• Able to work independently as well as collaboratively within a team; solution-oriented with a cooperative mindset.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance plans.

• 4 weeks of paid time off (PTO).

• 401k plan with company matching.

• Metro SmartTrip benefits ($50/month).

• Flexible work schedules, including remote or hybrid options (4 days per week in-office) for most positions.

• Incentives for purchasing solar panels, electric vehicles, biking to work, and more.

• Paid subscriptions to services such as Veterans Compost, Capital Bikeshare, Imperfect Foods reimbursement, and others!

• Recognized as a Best Workplace for Commuters in 2023 & 2024.

• Honored as a Top Workplace by The Washington Post in 2023, 2024, and 2025.

• Awarded as one of the Best Banks to Work For by American Banker in 2023.