Manager Collections & Recoveries

The Manager, Collections & Recoveries is responsible for driving collections and recovery performance across a network of third-party vendors within a master servicer model. This role focuses on executing strategies for early- and late-stage delinquency and post charge-off recoveries, improving collections effectiveness, cost efficiency, and borrower experience.

Location: Remote

Salary: $70,000 - $80,000 a year

Responsibilities

• 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 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.
• Able to work independently and within a team; solution-oriented with a collaborative approach.
• Adaptable and able to multitask in a fast-paced, evolving environment.

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.

Additional Information

• Work is primarily conducted in an office setting while certain positions may allow for remote work through the use of technology at management discretion.
• Reasonable accommodations may be made to enable employees to perform the essential functions.