[Hiring] Manager, Collections @North Mill Equipment Fi

Role Description

The Collections Manager reports to the Director of Collections and will initially lead a team of approximately four (4) agents, scaling to 15+ as the organization grows. This role owns day-to-day collections execution across the end-to-end cycle and will be responsible for maintaining a high-performing, metrics-driven collections function through strong coaching, repeatable processes, compliant communications, and disciplined performance management.

Key Responsibilities

• Recruit, onboard, train, and coach collections specialists; build/maintain a consistent training curriculum, call guides, and escalation playbooks.
• Partner with the Director of Collections and General Counsel to maintain compliant policies, procedures, scripts, and performance standards; define and manage KPIs/SLAs.
• Design, deliver and manage reporting and dashboards for internal performance and external placements (e.g., roll rates, promise-to-pay, cure rates, recovery, dispute volume, attorney placement outcomes).
• Manage relationships with outside counsel/collection attorneys, including placement strategy, case escalations, and vendor performance scorecards.
• Collaborate with Accounting, Sales, and Underwriting to resolve disputes, improve upstream credit decisions, and drive overall portfolio health.
• Step in directly on complex accounts to assist in negotiating resolutions, manage escalations, and ensure appropriate documentation, next steps and other duties that may be assigned.

Qualifications

• Bachelor’s degree preferred; equivalent experience considered.
• 5+ years of collections experience (consumer or commercial lending/payments preferred) with 2+ years of people management.
• Demonstrated ability to lead through metrics, coaching, and process improvement; strong written/oral communication and negotiation skills.
• Proficient with CRM/collections tools and reporting; advanced Excel/Sheets skills; Experience with business intelligence (BI) platforms for reporting and dashboarding (e.g., SQL, Tableau, Power BI, Looker) a plus.

Skills / Attributes

• Detail-oriented, highly organized, and able to prioritize in a fast-paced environment.
• Calm under pressure with strong conflict-resolution skills.
• Tech-forward, adaptable, and committed to continuous improvement.
• Strong analytical mindset with an emphasis on QA/QC and operational rigor.