Call Center Collections Manager

Call Center Collections Manager Southern Auto Finance Company, LLC - 3.1 Pompano Beach, FL Job Details Full-time 21 hours ago Benefits Health insurance Dental insurance Vision insurance 401(k) matching Life insurance Qualifications Spanish Customer communication Microsoft Excel Refinancing (loan modification) Workflow management (operations management method) Staff scheduling Regulatory compliance Process improvement English Training material drafting Performance management Team development Hiring Supervising experience Industry knowledge of financial regulations Organizational skills Training & development 1 year Senior level Escalation handling Leadership Call center management Team motivation (leadership skill) Full Job Description Full-Time | Exempt | In-Office | Fort Lauderdale, Florida Lead a team. Drive results. Help customers build a better tomorrow. For more than 30 years, SAFCO has helped customers and dealer partners across the country with fair and responsible auto financing solutions. We are looking for a driven Manager experienced in collections to lead a team of representatives and help deliver strong collection performance while maintaining a positive, compliant, and customer-focused environment. This role is ideal for a proven collections leader who knows how to motivate a team, manage performance, solve problems, and make sound business decisions in a fast-paced auto finance environment. What You Will Do Lead, coach, and develop a team of 3-6 Account Services Representatives Drive delinquency, repossession, and loss performance to meet department goals Monitor calls, account activity, and team performance to identify coaching opportunities Handle escalated customer situations, complaints, and refusals to pay Review and approve repossessions, deferrals, due date changes, short payoffs, and loan modifications Create schedules, approve time off, and manage daily workflow for the team Analyze communication campaigns and collection strategies to improve results Ensure all collection activity complies with Company policy and state and federal regulations Participate in hiring, training, performance management, and disciplinary decisions Help develop collection procedures, job aids, and training materials What We Are Looking For 5+ years of collections experience, preferably in financial services or lending 1+ years of leadership or supervisory experience Experience with a dialer is a plus Looking for someone highly analytical with experience in process improvements Strong ability to coach, motivate, and hold a team accountable Experience managing escalated calls and making difficult account decisions Strong knowledge of collections laws, compliance requirements, and skip tracing techniques Excellent communication, organization, and problem-solving skills Intermediate to advanced computer skills, including Microsoft Excel and collection systems Experience with Nortridge NLS, defi, or similar systems is a plus Bilingual English/Spanish is preferred, but not required Why Join SAFCO? Competitive salary and bonus opportunity Comprehensive benefits package including medical, dental, vision, life insurance, disability, and 401(k) with Company match Stable company with more than 30 years of success and growth Opportunity to make a visible impact and grow your career Collaborative, team-oriented culture that values leadership, accountability, and development Please note: This position is 100% in-office at our headquarters in Pompano Beach, Florida. Remote or hybrid work is not available. Will consider out of state candidates. Must be willing to relocate or live in the South Florida are currently. If you are ready to lead a high-performing team and build the next step in your career, we encourage you to apply today. SAFCO is an EOE/drug-free workplace.