A Collections Manager manages staff that record and process collections at a bank or financial services company. Ensures that checks presented to a bank clear and the amount is debited to the bank and credited to a customer account. Manages collection accounts for a bank, creditor loan company or collections agency. Tracks the amounts owed by a customer that has fallen behind on bill payments and negotiates re-payment.
We are seeking a detail-oriented and proactive Collections Specialist to manage and resolve delinquent accounts across various aging buckets (1-120+ days), including specialized queues such as First Payment, Defaults, Write-offs, Legal, and Bankruptcy. This role requires strong communication, analytical, and negotiation skills to ensure timely collections while maintaining positive customer relationships.
Key Responsibilities:
Manage a portfolio of accounts from early delinquency through legal and bankruptcy stages.
Perform daily collection activities including phone calls, emails, texts, and formal letters.
Maintain a structured follow-up system to ensure customer commitments are met.
Collaborate cross-functionally with Customer Service, Product, Billing, and Legal teams to resolve payment issues and disputes.
Prepare weekly forecasts and progress reports by aging bucket.
Analyze aging accounts receivable (AR) and monitor for non-payment trends.
Offer and manage payment plans, process payments, and evaluate eligibility for extensions.
Conduct skip tracing and assign field cases for accounts lacking contact information.
Investigate and resolve collection-related disputes in a timely manner.
Prepare and submit cases for litigation to the legal team.
Coordinate with third-party collection agencies and manage feedback loops.
Negotiate settlements, gather project updates, and collect missing documentation to resolve outstanding balances.
Minimum Requirements:
Experience:
Minimum 3 years in a collections role managing aging and default accounts.
Education:
High school diploma required; college degree preferred.
Software Proficiency:
Zuora (billing and subscription management)
Salesforce (CRM and case tracking)
CIS (Customer Information System)
Microsoft 365 Suite (Excel, Outlook, Teams, etc.)
Preferred Attributes:
Customer-focused mindset with a problem-solving approach
Ability to maintain professionalism in challenging situations
Organized, analytical, and results-driven
EEO:
"Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."
