Collection Manager

Yamaha Motor Corporation, USA•Kennesaw, GA

About The Position

Yamaha Motor Finance – US has an exciting opportunity for a Collections Manager. This position is responsible for leading late-stage collection activities for the Full Spectrum Installment and Credit Card portfolios within the powersports finance business. This role oversees team performance, workflow management, and escalated account resolution to support portfolio recovery goals ensuring strict adherence to internal policies, procedures, and applicable federal, state, and regulatory requirements governing consumer collections activity.

Requirements

Associate degree or equivalent combination of education and experience.
Five (5) or more years of experience in credit card and finance collections including skip-tracing and insurance claims.
Strong working knowledge of FDCPA, FCRA, FACTA, TCPA, and multi-state repossession laws.
Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
Strong written and verbal communication skills, with the ability to handle complex and sensitive customer interactions.
Strong problem-solving, negotiation, and conflict-resolution skills, with the ability to influence outcomes in challenging situations.
Demonstrated emotional intelligence when handling difficult conversations, managing stress, and maintaining professionalism under pressure.
Ability to prioritize, manage multiple tasks, meet deadlines, and adapt quickly to changes in a fast-paced environment.
Ability to coach, develop, and motivate employees while maintaining accountability for performance and results.

Nice To Haves

Powersports and/or auto finance collections preferred but not required.

Responsibilities

Oversee day-to-day late-stage collections operations for the Full Spectrum Installment and Credit Card portfolios, including pre-charge-off accounts, repossessions, military accounts, insurance claims, and product refunds.
Monitor team performance and provide leadership, coaching, feedback, motivation, and formal performance evaluations to drive individual and team results.
Direct workflows and assign queues, balancing work distribution to support productivity, customer experience, and operational goals; prepare daily, weekly, and monthly reports for management.
Handle escalated customer inquiries, disputes, and calls, partnering with internal departments (e.g., Customer Service, Loss Mitigation, Legal, Compliance) to resolve complex account issues.
Manage employee work schedules, attendance, and staffing coverage to ensure appropriate departmental coverage and continuity of operations.
Coordinate onboarding and training for new employees, ensuring they understand departmental procedures, systems, performance expectations, and role responsibilities.
Monitor and evaluate live and recorded calls, complete quality scorecards, and use quality insights to inform coaching, training, and process improvements.
Review, update, and maintain departmental letters, checklists, and procedures to ensure accuracy, consistency, and compliance with company standards and regulatory requirements.
Ensure adherence to company policies and all applicable federal, state, and regulatory requirements, including appropriate consumer contact and dialogue standards in collections activities.
Perform other duties as assigned.