Centralized Collections Manager - San Antonio, TX

The Centralized Collections Manager is responsible for planning, organizing, and directing all collections and servicing activities of the Branch Operations Support Centre. This leader plays a key role in the organization ensuring collection goals are met while providing stellar customer service. The position requires a strong leader, ensures efficient, compliant collections in line with collection policy with the ability to prioritize, plan, and lead a team.

Annual Salary - $75,000.00 to 90,000.00

Strategic Planning

• Develop and implement strategies to achieve collection goals aligned with organizational objectives

Provide Team Leadership

• Recruit, train, and manage a high-performing collections team
• Foster a collaborative, motivated, and results-driven work environment
• Conduct regular performance reviews and provide coaching to ensure professional development
• Assist in developing and approving development and performance review goals

Operational Management

• Oversee daily operations of centralized collections to ensure efficiency and effectiveness
• Manage workflows, allocate resources, and optimize processes for maximum productivity
• Monitor key performance indicators (KPIs) and prepare reports for senior management

Deliver Exceptional Customer Service

• Balance achieving collection targets with maintaining a positive customer experience
• Resolve escalated customer issues with professionalism and empathy

Ensure Compliance, Risk Management and Regulatory Standards

• Adhere to all 1FFC policies and procedures
• Stay updated on legal and regulatory changes affecting collections
• Implement internal controls to minimize risk and ensure adherence to collection policies
• Achieving and maintaining collection performance targets while ensuring compliance

Education, Qualifications and Experience

• Undergraduate degree in business or relative experience
• Minimum five (5) years' experience in financial services dealing with customers and managing staff personnel in a branch or centralized location.
• Proven track record in collections or financial services leadership roles
• Ability to maintain confidential business and personal information
• Advanced interpersonal relationship skills at a variety of levels and differing social and business settings.
• Demonstrate the ability to analyze relevant information and apply individual judgement
• Action and result focused
• Proficient with MS Office Suite products
• Must possess a valid Driver's license and the ability to operate an automoblie

Desireable

• Bilingual English/Spanish
• Advanced educational degree or training
• Experience with centralized or multi-branch operational support
• Ability to understand how this function aligns with business priorities, culture change, organization design, strategic planning, and communication planning