Collections Manager
On-site · Atlanta, Georgia, United States
Job Summary
Collections Team Manager to lead Liberis' in-house collections operations for the US market from the Atlanta-based team. Drive performance of the collections team, ensure quality and regulatory compliance, and manage portfolio actions from arrears to recoveries. Oversee quality assurance reviews, call monitoring, and documentation accuracy; develop coaching plans; set and track KPIs; lead debt recovery efforts with DCAs; manage customer engagements with a focus on fairness and positive outcomes; coordinate with stakeholders and drive process improvements across the collections journey.
Required Qualifications
- Demonstrated experience within a collections environment, ideally within SME lending, financial services, or commercial finance
- Proven leadership experience with a track record of managing, coaching, and developing high-performing teams
- Strong understanding of collections operations, arrears management, recoveries, and customer engagement strategies
- Experience conducting quality assurance reviews, call monitoring, compliance assessments, and performance coaching
- Excellent analytical and problem-solving skills with the ability to interpret data and drive informed decisions
- Strong communication and stakeholder management skills
- High level of integrity, professionalism, and sound judgement in all decisions and actions
- Advanced proficiency in Microsoft Excel and experience using collections, CRM, and reporting systems
- Strong attention to detail with a focus on accuracy, risk management, and compliance
- Proven ability to identify process improvements and successfully implement operational enhancements
- Self-motivated, highly organised, and able to effectively prioritise workload in a fast-paced environment
- Passionate about delivering fair customer outcomes while achieving business objectives
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