Collections Manager

Position Summary

The Collections Manager oversees the organization’s accounts receivable collection process to ensure timely payment, reduce delinquency, and minimize bad debt exposure. This position leads the collections team, manages escalated accounts, and supports continuous improvement of collection processes and controls.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Develop and implement collection strategies and processes to reduce overdue accounts and improve collection results.
• Monitor delinquent accounts and establish collection priorities based on aging, balance, and risk.
• Supervise, coach, and develop Collections Specialists.
• Establish team goals, key performance indicators (KPIs), and productivity expectations.
• Conduct performance reviews and provide ongoing feedback and training.
• Allocate workloads and monitor team performance.
• Manage escalated collection matters, including payment plans, repossessions, collection agencies, and legal referrals.
• Communicate with customers regarding overdue balances, payment arrangements, and account disputes.
• Maintain positive customer relationships while enforcing payment terms.
• Improve customer collection communications for consistency and effectiveness.
• Collaborate with Sales, Title & Registration, Customer Service, Finance, and other departments to resolve account issues.
• Analyze delinquency trends, bad debt exposure, and collection effectiveness.
• Prepare reports related to aging, collection performance, cash flow impact, and write-offs.
• Establish and maintain collection procedures and internal controls.
• Identify and implement process improvements.
• Ensure collection activities are accurately documented and comply with company policies and applicable regulations.
• Perform other duties as assigned.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Bachelor’s degree in Accounting, Finance, Business Administration, or a related field preferred.
• Previous experience in accounts receivable, collections, finance, or a related field required.
• Previous supervisory or leadership experience preferred.
• Strong knowledge of accounts receivable and collection practices.
• Strong leadership, coaching, and team management skills.
• Excellent communication, negotiation, and problem-solving skills.
• Ability to analyze account activity, delinquency trends, and collection performance.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities and escalated customer matters.
• Ability to work effectively with employees and leaders across multiple departments.
• Proficiency with Microsoft Office and applicable accounting or business systems.

Physical Demands and Work Environment

• Regularly required to sit, communicate, and use a computer and other standard office equipment.
• Occasionally required to stand, walk, bend, reach, or lift typical office materials.
• Work is generally performed in a professional office environment.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

The company is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.