Consumer Collections Manager (Project Management)
Role:
The Consumer Collections Manager is responsible for overseeing the daily operations of the Collections Department to ensure effective recovery efforts and regulatory compliance. This role involves supervising and developing staff, monitoring delinquency and charge-off trends, maintaining accurate and compliant collection records, and analyzing borrower financial situations to determine appropriate actions. The Consumer Collections Manager plays a key role in maintaining department performance standards, supporting continuous training and education, and contributing to the overall financial health of the organization through sound collection strategies and leadership.
Location: Our headquarters are based in Syracuse, NY. We work in a Hybrid Model requiring a minimum of 5 days in office per month.
Essential Functions & Responsibilities:
35% Supervise Collections Department Operations:
- Lead and manage the daily operations of the Collections Department in alignment with company policies and regulatory standards.
- Schedule staff, assign tasks, and ensure appropriate coverage to meet operational needs.
- Provide coaching, mentoring, and performance feedback to support employee growth and accountability.
- Conduct performance reviews and guide team members in making informed, customer-focused decisions.
- Foster a collaborative, results-driven work culture that encourages continuous improvement.
25% Monitor Delinquency & Underwriting Trends:
- Track and analyze trends in underwriting that contribute to delinquency or charge-offs.
- Identify potential risk factors and recommend procedural or policy changes to mitigate loss exposure.
- Collaborate with risk and underwriting teams to address emerging challenges.
15% Maintain Ongoing Staff & Self-Education:
- Ensure department staff receive regular training on collection procedures, compliance, and customer service standards.
- Pursue ongoing professional development to stay informed on regulatory updates, industry trends, and technology.
- Organize or lead internal training initiatives to promote consistent practices and compliance awareness.
10% Ensure Accurate & Compliant Recordkeeping:
- Oversee proper documentation of all collection activities to ensure records are complete, accurate, and compliant.
- Conduct regular audits of account files and collection processes to maintain quality control.
10% Analyze Delinquent Accounts & Recommend Solutions:
- Assess the financial condition of delinquent borrowers and determine appropriate courses of action.
- Recommend solutions such as payment plans, settlements, or restructuring to bring accounts current.
- Use data analysis and sound judgment to guide decision-making and resolve complex cases effectively.
5% Special Projects & Additional Duties:
- Support special projects and initiatives as assigned by leadership.
- Perform all other duties as assigned.
Performance Measurements:
See Dayforce (HRIS) Performance Management for Goals upon start in role, and annually.
Knowledge and Skills:
Experience: 3 to 5 years of progressive experience in collections or financial services is highly desirable, including supervisory or team leadership experience.
- Candidates who demonstrate the ability to manage staff, drive performance, and contribute to operational improvements will be well suited for this role.
- Additionally, experience in coaching, mentoring, and fostering team development is highly valued and considered a strong asset.
Education: A two-year college degree or completion of a specialized course of study at a business or trade school, or equivalent practical work experience.
Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
Other Skills:
- In-depth knowledge of collections procedures and practices.
- Familiarity with federal and state regulations affecting collections.
- Effective communication and supervisory skills.
- Proficient in spreadsheet and word processing software.
- Skilled in the use of PCs, 10-key calculators, and standard office equipment.
- Ability to analyze problems, collect data, establish facts, and draw valid conclusions.
Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to sit for long periods at a time, use hand to finger, handle, or feel, and to talk or hear. The employee is occasionally required to walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.
This Job Description is not a complete statement of all duties and responsibilities comprising the position.
