Collections Manager

Household Furniture – El Paso, TX

Serving Our Community Since 1945

Household Furniture is El Paso’s largest and oldest family-owned furniture retailer. For 80 years, we’ve helped families furnish their homes with quality products and flexible financing options.

As our in-house financing program continues to grow, we are seeking a results-driven, customer-focused Collections Manager to lead and manage our collections process while protecting customer relationships and company profitability.

Position Summary

The Collections Manager is responsible for overseeing all in-house financing collections activity. This role ensures timely payments, reduces delinquency rates, manages collection staff (if applicable), maintains compliance, and upholds Household Furniture’s reputation for professionalism and respect.

Account Management & Collections Oversight

• Monitor and manage all delinquent in-house financing accounts.

• Develop and implement collection strategies to reduce aging balances and charge-offs. • Prioritize accounts based on risk and aging reports.

• Establish structured follow-up schedules and payment arrangements.

• Review and approve settlements or payment plans within company guidelines. • Work closely with accounting to reconcile balances and ensure accuracy.

Performance & Reporting

• Track key metrics including aging, delinquency percentage, recovery rate, and charge-offs. • Generate weekly and monthly performance reports for ownership.

• Identify trends and recommend improvements to underwriting or payment terms. • Set performance goals for collections staff (if managing a team).

Customer Communication

• Handle escalated or sensitive accounts professionally.

• Maintain firm but respectful communication aligned with company values. • Negotiate payment plans that balance customer needs and company protection. • Ensure all communication complies with applicable laws and regulations.

Compliance & Risk Management

• Ensure compliance with federal, state, and local collections regulations. • Maintain accurate documentation of all account activity.

• Oversee repossession or legal referral processes when necessary. • Protect company assets while minimizing reputational risk.

Process Improvement

• Improve collections workflow, scripts, and follow-up systems.

• Work with sales and finance teams to reduce future delinquencies. • Recommend policy updates to improve approval quality and payment performance.

Qualifications

• 3+ years experience in collections, credit, or consumer finance. • 1+ year in a supervisory or leadership role preferred.

• Strong negotiation and communication skills.

• Experience managing aging reports and KPIs.

• Comfortable having difficult conversations while remaining professional. • Highly organized and detail-oriented.

• Proficient with accounting or CRM software.

• Bilingual (English/Spanish) strongly preferred.

What We Offer

• Competitive salary (based on experience). • Performance bonus opportunity.

• Paid training.

• Health insurance.

• Company-funded retirement benefits. • Paid Time Off (PTO) & Holiday pay.

• Long-term stability with an 80-year local company.

This employment opportunity is available at the organization listed at the top of this page. Your application will go directly to them and all hiring decisions will be made by their management. All inquiries should be made directly with the organization that posted this employment opportunity.