Billing and Collections Manager

Job Overview

The Collection Manager is responsible for overseeing the debt recovery operations of the agency, ensuring compliance with regulations, and achieving collection targets. This role involves supervising a team of collection agents, developing strategies to improve recovery rates, and maintaining strong relationships with clients while upholding ethical and legal standards.

Key Responsibilities:

     1.    Team Leadership and Supervision:

• Recruit, train, and manage a team of collection agents.

• Monitor team performance and provide coaching to achieve individual and team targets.

• Conduct regular performance reviews and implement improvement plans as needed.

     2.    Strategy and Planning:

• Develop and implement collection strategies to maximize recovery rates.

• Set monthly, quarterly, and annual collection goals for the agency and team members.

• Analyze collection data to identify trends and make data-driven decisions.

     3.    Compliance and Regulations:

• Ensure compliance with local, state, and federal regulations, including the Fair Debt Collection Practices Act (FDCPA) and CFPB guidelines.

• Regularly review and update collection policies to align with industry best practices and legal requirements.

     4.    Client Relationship Management:

• Serve as the primary point of contact for clients, providing updates on recovery progress and addressing any concerns.

• Build and maintain strong relationships with clients to foster trust and repeat business.

     5.    Operational Oversight:

• Monitor accounts and ensure timely follow-up on overdue payments.

• Handle escalated disputes and resolve complaints efficiently.

• Develop workflows and procedures to improve efficiency and effectiveness in the collection process.

     6.    Reporting and Analysis:

• Prepare and present detailed reports on collection performance and KPIs.

• Track metrics such as recovery rates, agent productivity, and customer satisfaction.

• Use insights from reports to refine strategies and improve operations.

Key Performance Indicators (KPIs):

• Recovery rate (% of collected debt).

• Calls and contacts made per agent.

• Promise-to-pay (PTP) conversion rates.

• Days Sales Outstanding (DSO).

• Client satisfaction scores.

Qualifications:

• Bachelor’s degree in business, finance, or a related field (preferred).

• Minimum of 3–5 years of experience in debt collection, with at least 1–2 years in a managerial role.

• Strong knowledge of debt collection regulations and best practices.

• Proficiency in collection software and CRM systems.

• Excellent leadership, communication, and interpersonal skills.

• Analytical mindset with a focus on data-driven decision-making.

Preferred Skills:

• Conflict resolution and negotiation skills.

• Experience with performance management and training.

• Familiarity with different industries’ credit and collections practices.

If you are passionate about collections management, looking for a company you can grow with and possess the necessary skills, we encourage you to apply for this exciting opportunity!

Job Type: Full-time

Pay: $60,000.00 - $72,000.00 per year

Benefits:

• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Salary : $60,000 - $72,000