Collections Manager

Job Summary:

The Collections Manager is responsible for leading the company's collections department by developing and implementing strategies that maximize collections, minimize delinquency, and reduce financial risk while maintaining positive relationships with customers, franchisees, and internal departments. This position oversees collection staff, monitors performance, ensures compliance with company policies and applicable regulations, and continuously improves collection processes to support the organization's financial objectives.

Qualifications:

• Bachelor's degree in Business Administration, Finance, Accounting, or related field preferred.
• Equivalent combination of education and relevant experience may be considered.
• Five (5) or more years of progressive collections experience.
• Two (2) or more years of leadership or supervisory experience preferred.
• Experience managing accounts receivable, delinquency management, and collection strategies.
• Experience with financial reporting and performance metrics.
• Strong leadership and team development skills.
• Excellent verbal and written communication skills.
• Strong negotiation and conflict resolution abilities.
• Ability to analyze financial data and make sound business decisions.
• Excellent organizational and time management skills.
• Strong problem-solving and decision-making abilities.
• Proficiency in Microsoft Office, including Excel.
• Experience using ERP, CRM, and collections software preferred.
• Ability to maintain confidentiality and exercise sound judgment.
• Ability to manage multiple priorities in a fast-paced environment.

Minimum Requirements:

• Manage the day-to-day operations of the Collections Department.
• Supervise, coach, mentor, and develop collections team members.
• Establish departmental goals, monitor performance metrics, and hold team members accountable for achieving objectives.
• Develop and implement collection strategies that improve cash flow while maintaining professional customer relationships.
• Review delinquent accounts and determine appropriate collection actions.
• Handle complex collection issues, escalated accounts, and customer disputes.
• Monitor aging reports and collection trends to identify risks and opportunities for improvement.
• Ensure compliance with all federal, state, and company policies governing collection activities.
• Collaborate with Accounting, Finance, Legal, Franchise Operations, and other departments to resolve account issues.
• Prepare and present collection performance reports, key metrics, and recommendations to leadership.
• Develop and maintain department procedures and process documentation.
• Evaluate staffing needs and participate in hiring, onboarding, and performance management.
• Identify opportunities to improve efficiency through automation, reporting, and process enhancements.
• Manage third-party collection agencies and legal recovery efforts when applicable.
• Maintain confidentiality of sensitive financial and customer information.
• Perform other duties as assigned.

Work Environment

• Operates in an office or hybrid environment
• Travel for business needs