Collections Operations Manager

Stellantis Financial Services • Dallas, TX

5d • Hybrid

About The Position

Manages and coordinates the activities of workers engaged in collecting delinquent payments for auto loan accounts from customers. Responsible for forecasting, scheduling, reporting, auditing, and real time management of collection center operations. Analyzes workforce metrics, trends/patterns, and resource allocation to meet organizational needs. The position will be responsible for the daily management of collection center service levels and auditing. Develops and analyzes scheduled and ad hoc reports. The position will require a considerable degree of operational and strategic coordination with multiple internal and external partners (Directors, Team Managers, Vendors, and other function departments). Maintains awareness of schedule adherence, productivity, performance levels and ensures staff are informed in a timely manner of relevant policies and processes.

Requirements

• A minimum of 5 years of experience in Quality Control roles and at least 3 years in a collections call center environment, with a strong emphasis on compliance, performance optimization, and customer resolution.
• Minimum 5 years in a leadership role.
• Bachelor’s degree
• Overtime required – required on an as needed basis.
• Travel 0-10% - as required on an as needed basis.
• Must have reliable transportation and live within a commutable distance to one of the following cities: Dallas, TX (Hybrid)
• Candidates must possess authorization to work in the United States.

Nice To Haves

• Proficiency in Microsoft Office applications.
• Experience in project management and process improvement.

Responsibilities

• Manages and trains associates to meet departmental goals while ensuring compliance with company policies, providing constructive feedback, and fostering a cohesive team environment.
• Reviews accounts for potential repossession or legal action, assists with challenging collection cases, and addresses escalated customer and operational issues with solutions-oriented strategies.
• Analyzes performance data to manage business results and improve associate productivity, making strategic decisions based on analytical insights to prioritize and achieve targets.
• Maintains a high level of professionalism, treating all contacts courteously, and excels in verbal, written, and presentation skills, with proficiency in Microsoft Office applications.
• Demonstrates strong problem-solving abilities, attention to detail, and strategic thinking, with experience in project management and process improvement.
• Exhibits flexibility to meet changing shift requirements and ensures strict adherence to ethical standards and protection of sensitive consumer information.

Benefits

• Equal opportunity employer
• Environment that is free of harassment, discrimination, and intimidation
• Equal opportunity for all qualified persons
• Does not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager