Collections Manager

U.S. Bank•Earth City, MO

1d•$75,820 - $89,200•Hybrid

About The Position

The Collections Manager manages collection activities across assigned areas of the organization, which may include bank cards, loss recovery, and commercial accounts. The role oversees day-to-day operations and reporting of third-party collection vendors to ensure performance and compliance with U.S. Bank requirements. It also manages call center teams handling inbound and outbound calls for specialized groups, including special-handling and escalated calls. The manager leads team-building, employee development, coaching, engagement, and recognition efforts. Responsibilities include reviewing and analyzing calls, identifying servicing errors and escalated-call trends, and providing feedback and proposed process solutions to leadership. The role oversees reporting, performance measurement, and data tracking, including KPIs, vendor scorecards, call center metrics, productivity trends, and operational results. It uses reporting and analytics to inform decisions and continuous improvement, and manages staffing availability and phone metrics to meet production requirements. The position ensures compliance with applicable internal policies, procedures, and regulatory requirements. The role follows a hybrid/flexible schedule, with an in-office expectation of three or more days per week and flexibility to work outside the office for the other days.

Requirements

Bachelor's degree or equivalent work experience.
Five to eight years of experience in collections and the financial services industry.
Two or more years of management or supervisory experience.
Strong planning and organizational skills.
Good managerial skills.
Ability to resolve moderate problems with minimal guidance.
Excellent verbal and written communication skills.

Nice To Haves

Thorough knowledge of loan collection techniques, policies, procedures, and principles of credit lending.
Strong understanding of collection laws and regulations.
Thorough knowledge of consumer, residential, commercial, and/or dealer-originated installment lending, as applicable.
Basic knowledge of online collection systems.
Thorough knowledge of general organizational operations and procedures.

Responsibilities

Manage collection activities for assigned areas, such as bank cards, loss recovery, and commercial accounts.
Oversee day-to-day operations of third-party collection vendors and their performance and compliance.
Review and handle third-party vendor reporting to ensure vendors operate according to U.S. Bank requirements.
Manage call center teams conducting inbound and outbound calls for specialized groups, including special-handling and escalated calls.
Lead team-building, employee development, coaching, engagement, and recognition efforts.
Review and analyze calls, identify servicing errors and escalated-call trends, and provide feedback and proposed process solutions to leadership.
Oversee reporting, performance measurement, and data tracking, including KPIs, vendor scorecards, call center metrics, productivity trends, and operational results.
Use reporting and analytics to identify opportunities, support decision-making, and drive continuous improvement.
Manage staffing availability and phone metrics to ensure the call center team meets production requirements.
Ensure compliance with applicable internal policies, procedures, and regulatory requirements.

Benefits

Healthcare coverage, including medical, dental, and vision.
Basic term and optional term life insurance.
Short-term and long-term disability coverage.
Pregnancy disability and parental leave.
401(k) and employer-funded retirement plan.
Paid vacation, from two to five weeks depending on salary grade and tenure.
Up to 11 paid holiday opportunities.
Adoption assistance.
Sick and Safe Leave accruals of one hour for every 30 hours worked, up to 80 hours per calendar year unless otherwise provided by law.
Incentive and recognition programs.
Equity stock purchase, 401(k) contribution, and pension, subject to eligibility requirements.