Manager, Collections & Account Recovery (Sentry Credit)
About this Role:
The Collections Unit Manager is responsible for leading and developing a high-performing team of 15-20 Collections Specialists in a fast-paced, compliance-driven, and highly competitive environment. This role requires strong leadership, performance-focused coaching, and operational oversight to consistently exceed departmental goals. A key priority of this role is fostering a goal-focused, highly motivated, and engaging work environment that develops people and drives both individual and team success through data-informed decisions, high-impact feedback, and continuous improvement—all while ensuring a best-in-class customer experience and strict adherence to regulatory guidelines.
- Lead, supervise, and develop a team of 15–20 Collections Specialists, providing regular 1:1 coaching, feedback, and performance reviews.
- Drive performance, quality, and compliance outcomes through effective goal-setting, monitoring, and accountability.
- Collaborate with QA, Training, Compliance, and cross-functional teams to monitor calls, complete quality reviews, and ensure legal adherence, effective collections, and consumer-focused interactions.
- Analyze performance trends, address escalated issues, and implement improvement plans when needed.
- Motivate and recognize employees to foster a culture of performance, growth, and engagement.
- Support hiring, onboarding, and ongoing development in a collaborative and inclusive team environment.
- 4+ years supervisory experience within a high-volume call-center environment <OR> 2+ years leadership experiences within the Collections industry (supervisor, team lead, manager, etc.)
- Proven ability to lead, coach, and inspire high-performing teams in a collections or contact center environment.
- Excellent coaching, communication, and interpersonal skills, with the ability to motivate diverse personalities.
- Experience using data, QA results, and performance dashboards to identify gaps and coach for improvement.
- Deep understanding of collections practices, FDCPA, and compliance regulations.
- Strong attention to detail, critical thinking, and problem-solving capabilities.
- Demonstrated success in driving KPIs through people development and managing performance in a results-oriented environment.
- Ability to lead through change, encourage innovation, and foster continuous improvement.
Average salary estimate
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