Manager, Collections & Recoveries

Role Overview

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

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