Collections Manager

DRB, LLC is seeking an experienced and results-driven Collections Manager to lead and manage our collections team in Buffalo, New York. The ideal candidate will be responsible for driving efficient debt recovery strategies, ensuring compliance with applicable laws, and overseeing the day-to-day operations within the collections department. The ideal candidate must be a proactive problem solver with unwavering integrity, strong organizational skills, a positive personality, excellent communication abilities, and a commitment to excellence in all aspects of their work.

Key Responsibilities:

• Develop and implement a strategy that aligns with organizational goals to achieve long-term success.
• Create KPIs (key performance indicators) and benchmarks to track performance against objectives.
• Lead the development of collections strategies for new partnerships, products, and system changes.
• Oversee the creation, testing, and rollout of strategies for pre-delinquent accounts.
• Optimize collection strategies across digital, phone, and mail channels.
• Monitor collection performance and regularly report updates to senior management.
• Review delinquent and charge-off accounts, providing feedback on trends and gaps in acquisition strategies.
• Collaborate with client, operations, and admin teams to align collection strategies with business and client goals.
• Partner with Compliance and other departments to address regulatory changes and ensure adherence.
• Maintain audit readiness by closing any issues or findings within agreed timelines.
• Focus on improving the customer experience and reducing complaints.
• Provide reports and lead planning sessions to streamline processes, improve customer service, and meet operational goals.
• Offer support for complex issues involving vendors and customers to improve efficiency.
• Ensure a strong understanding of company policies and regulatory requirements while aligning interdepartmental procedures.
• Coach, train, and develop team members, setting clear expectations and fostering accountability.
• Refine processes, tools, and desk manuals to improve efficiency.
• Ensure project execution with proper tracking and measurement tools.
• Supervise collection staff, helping them meet goals and follow company standards.
• Track staff progress in collecting debts, handling escalations, and approving settlements.
• Organize collection workload by delinquency level and assign accounts to staff.
• Support process and procedure development and staff growth.
• Administer disciplinary actions as needed, ensuring compliance with performance standards.
• Perform additional duties to contribute to team and organizational success.

Qualifications:

• High School Diploma or equivalent. College degree is not required; however, completion of some college in related courses, preferred
• Minimum of three years successful experience in collections; supervisory or management experience
• Proficient in state and federal laws governing the collection of debt and the laws as mandated by the Fair Debt Collection Practices Act
• Strong analytical and problem-solving skills
• Strong oral and written communication skills, strong interpersonal communication skills
• Strong negotiation skills, strong problem-solving skills, strong organizational skills
• Strong relationship building, communication and influencing skills
• Ability to lead and develop employees and ability to be a team player
• Highly proficient in computer software programs; knowledge of collection software programs
• Ability to multitask in a fast-paced environment

Compensation and Benefits:

Pay: $20.00-$25.00 per hour /motnhly bonus incentive

• Dental Insurance
• Health Insurance
• Vision Insurance
• 401k
• Paid Time Off
• Paid Sick Time

Work Environment and Schedule: This role is based in our Buffalo, New York office. Working hours are Monday through Friday, 40 hours per week.

Physical Requirements: The position involves sitting for extended periods, occasional walking or standing, and regular use of office equipment such as computers and phones.

Work Location: In Person

Equal Opportunity Employer