Collections Call Center Manager

First American Title Lending of Georgia (FATL) • Dalton, GA

20d • $75,000 - $90,000 • Onsite

About The Position

First American Title Lending is seeking an experienced Collections Call Center Manager to lead our customer contact and collections team at our onsite location in Dalton, GA. This role combines leadership, coaching, training, quality assurance, and collections strategy in a fast-paced call center environment. If you enjoy developing people, improving processes, and driving results while maintaining a strong focus on customer service and professionalism, we want to hear from you. In this role, you will oversee daily collections operations while developing training programs that help team members succeed. You will monitor customer interactions, review documentation, identify trends, and implement coaching strategies that improve performance and the customer experience.

Requirements

• 3–5 years of experience in collections management, call center leadership, training, or a related field
• Experience in collections, consumer lending, mortgage, sub-prime lending, rent-to-own, or related industries
• Strong coaching, leadership, and communication skills
• Experience with Microsoft Office, point-of-sale systems, and auto dialer systems
• Strong analytical, organizational, and problem-solving abilities

Nice To Haves

• Spanish/English bilingual skills are a plus

Responsibilities

• Managing and coaching collections agents
• Developing training materials, scripts, role-playing exercises, and job aids
• Monitoring calls, notes, and customer interactions for quality assurance
• Reviewing aging accounts and helping drive collection strategies
• Ensuring proper documentation and process compliance
• Identifying trends and implementing process improvements
• Assisting with collection efforts on past-due accounts
• Helping the team achieve and exceed performance goals

Benefits

• Paid time off and paid holidays
• Medical, dental, and vision insurance
• Company-paid life insurance
• Company-paid disability insurance
• 401(k) with company match up to 4%

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed