Job Description

We’re excited to add an experienced, results-driven, and people-first Collections Manager to lead a high-performing collections team and take ownership of a dynamic lending portfolio with revenue expansion opportunities in the near future! In this role, you’ll have the opportunity to directly impact the company’s bottom line by driving strategic collections initiatives, motivating a team of collectors, and delivering best-in-class customer experiences.

If you’re a strong people leader with a knack for coaching, performance management, and process improvement that yield results — you thrive in a fast-paced, goal-oriented environment — we’d love to connect with you!

What You'll Do:
The Collections Manager will manage and oversee the daily operations of their assigned lending portfolio to achieve established collection revenue quotas. The Collections Manager is responsible for building a high-performance collections team by leading and motivating their agents to achieve their collections quotas and ensuring continued customer satisfaction and retention in order to achieve portfolio and company performance objectives.

Supervisory Responsibilities:

• Supervise and manage assigned team/portfolio strategy, goals, workflow, priorities, and assignments.
• Organize and oversee the schedules and work of assigned staff.
• Interview, hire, and train Team Lead and entry level staff.
• Develop, coach, and motivate Team Lead and entry level staff to exceed goals.
• Handle disciplinary action as needed and in accordance with company policy and procedure.
• Conduct performance evaluations that are timely, constructive, and in accordance with company policy and procedure.

The Day to Day:

• Work with senior leadership to establish portfolio collections quotas and objectives, identifying strategies to achieve them through successful talent and performance management.
• Monitor portfolio performance and collection outcomes, ensuring productivity goals are met or exceeded, and identifying opportunities for improvement to drive results.
• Deliver ongoing coaching and performance feedback to team members, fostering a high-performance culture and addressing individual development opportunities to achieve performance quotas.
• Utilize quality assurance feedback and individual employee performance reports to address development and performance needs of each representative, maximizing individual performance to achieve goals.
• Evaluate portfolio collections reports to project agent and team performance, manage targets, identify opportunities, mitigate customer payment delinquencies, and devise plans to overcome them in order to achieve organizational goals.
• Support workforce planning efforts and ensure the successful on-boarding, training, and integration of new hires into the established collections team.
• Analyze collection trends, team metrics, and customer feedback to guide decisions and enhance overall debt recovery and service effectiveness.
• Collaborate with cross-functional teams to improve systems, processes, and customer communication workflows.
• Oversee compliance with all company policies and regulatory standards related to collections best practices, ensuring complex account management and discrepancies are resolved in a manner that supports both company and customer satisfaction goals.
• Performs other duties and responsibilities as assigned.

Qualifications

What We Look For:

• High School Diploma required; Associate’s degree in Business Administration or related field preferred.
• At least 8 years of debt collection experience required with at least 2 in a supervisory or managerial position and a proven record of accomplishment; consistently meeting or exceeding performance goals.
• Thorough knowledge of standard Debt Collection best practices, principles, and procedures.
• Demonstrable competency in negotiation and effective payment arrangement strategies.
• Excellent ability to motivate and drive team members to achieve performance quotas.
• Excellent interpersonal, leadership, conflict resolution, and team management skills.
• Excellent attention to detail, time management, and organizational skills.
• Excellent verbal and written communication skills.
• Strong competency in strategic planning and implementation.
• Strong analytical and problem-solving skills.
• Proficient in Outlook, Excel, and Microsoft Office Suite or related software.

Additional Information

We offer a comprehensive compensation and benefits package where you will be rewarded based on your performance and recognized for the value you bring to the business. Individual salaries take into account the wide range of factors that are considered in making compensation decisions including but not limited to education; experience and training; licensure and certifications; knowledge and skill sets; and other business and organizational needs.

RIVO Holdings, LLC is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, citizenship status, disability, age (40 years old or older) and genetic information (including family medical history), past or present military or veteran status, or any other characteristic protected by applicable law.