1st Party Collections Manager

Description

The Collections Manager is responsible for overseeing and directing the daily operations of the collection unit within Segoso Caribbean. This role leads a team of collectors engaged in recovering delinquent accounts on behalf of internal portfolios, ensuring compliance with applicable regulations, achievement of company-defined recovery targets, and delivery of outstanding collector performance. The Collections Manager partners cross-functionally with HR, Training, and Operations leadership to drive a high-performance, compliant, and customer-focused collections environment.

Requirements

  Key Responsibilities

Team Leadership & Performance Management

Supervise, coach, and develop a team of first-party collections agents to meet and exceed individual and team KPIs. Conduct regular one-on-ones, performance reviews, and floor observations to identify coaching opportunities. Manage scheduling, attendance, and workforce planning to maintain optimal staffing levels. Recognize top performers and implement corrective action plans where performance gaps exist. Collections Operations.

Oversee day-to-day collections across assigned portfolios. Monitor dialer performance, queue management, and contact strategy to maximize right-party contacts and collections. Analyze daily, weekly, and monthly performance data to identify trends and implement operational improvements. Ensure agents adhere to approved call scripts, negotiation parameters, and settlement authority guidelines. Portfolio Management.

Serve as an operational point of contact for first-party accounts; participate in internal business calls and report reviews. Ensure portfolio-level recovery rates, liquidation targets, and SLA commitments are consistently met. Coordinate on account placement strategies, inventory management, and dispute resolution. Prepare and deliver performance reports and trend analyses to internal leadership as required. Compliance & Quality Assurance.

Ensure the collections team operates in full compliance with applicable laws and regulations (e.g., FDCPA, TCPA, internal compliance guidelines). Partner with the QA team to monitor call quality, ensure regulatory adherence, and implement remediation where required. Maintain up-to-date knowledge of industry regulatory changes and communicate impact to the team promptly. Address and resolve consumer disputes and escalations in a timely and professional manner. Cross-Functional Collaboration.

Collaborate with Training & Development to onboard new collectors and deliver ongoing skills development programs. Partner with HR on recruitment needs, disciplinary processes, and employee engagement initiatives. Work with IT and system administrators to ensure tools, dialer configurations, and platforms support operational needs. Contribute to strategic planning sessions and site-level management meetings. Qualifications & Experience Required.

Minimum 3–5 years of experience in collections, with at least 2 years in a supervisory or management capacity. Demonstrated knowledge of collections regulations, including FDCPA, TCPA, and relevant first-party compliance frameworks. Proven track record of achieving or exceeding collections of recovery and liquidation targets. Experience managing dialer-driven collections environments (Aspect, NICE, Five9, or similar). Strong analytical skills; proficiency in reading and acting on performance data and reports. Excellent interpersonal, communication, and conflict resolution skills. Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint). Preferred.

Bachelor’s degree in business administration, Finance, Management, or a related field. Experience with first-party or in-house collections operations serving U.S.-based portfolios. Familiarity with workforce management tools and CRM/collections platforms (e.g., Latitude). Experience working in a multi-portfolio collections environment. Key Competencies.

Leadership & People Development

Accountability & Results Orientation Internal Relationship Management Analytical & Data-Driven Decision Making.

Ability to interview and train.

Compliance & Regulatory Knowledge.

Effective Communication Problem Solving & Critical Thinking Adaptability & Resilience.

Key Performance Indicators (KPIs).

Monthly and quarterly recovery/liquidation rate vs. target Team right-party contact (RPC) rate and promise-to-pay (PTP) conversion Collector productivity metrics (calls per hour, accounts worked, dollars collected) QA compliance scores and call quality ratings Employee retention, attendance, and engagement metrics Internal satisfaction and SLA adherence.