Collections Strategy Manager

Palmetto Clean Technology•Charlotte, NC

2d•Onsite

About The Position

We’re looking for a data-driven, customer-focused Collections Strategy Manager to lead the design, execution, and optimization of customer-facing collections campaigns. In this role, you will build and refine communication strategies that encourage timely payments, reduce delinquency, and support a positive customer experience—balancing business objectives with empathy and regulatory requirements. You’ll partner closely with Collections, Billing, Marketing, Product, Analytics, and CX to deliver targeted campaigns, analyze outcomes, and continuously improve how we engage customers throughout the delinquency lifecycle.

Requirements

4+ years of experience in collections strategy, lifecycle marketing, CRM management, customer engagement, or related fields.
Strong understanding of delinquency lifecycles, customer payment behavior, and collections processes.
Experience overseeing vendor relationships.
Experience creating or managing multi-channel campaigns (email/SMS/app).
Excellent writing skills with the ability to craft empathetic, clear, compliant customer messaging.
Proven experience with A/B testing, segmentation, and campaign optimization.
Ability to analyze data and distill insights into clear, actionable strategies; familiarity with BI tools is a plus.
Strong project management and cross-functional communication skills.
Comfort operating in a fast-paced, metrics-driven environment.
Employment is contingent upon the successful completion of a background check.

Nice To Haves

Experience in energy, solar, consumer finance, fintech, telecom, utilities, or other subscription/recurring billing industries preferred.

Responsibilities

Develop and maintain a multi-channel collections communication strategy—including email, SMS, in-app messaging, and outbound call scripts.
Create clear, empathetic, compliance-aligned content that encourages timely payments and reduces delinquency.
Build lifecycle communication journeys for early-stage and late-stage delinquency, AutoPay lapses, payment failures, billing disputes, and payment arrangement reminders.
Partner with the Collections team to identify customer pain points and refine messaging based on behavioral trends.
Work with Product team to build automated campaigns, ensuring CX and subservicer awareness and needed guidance.
Analyze campaign performance (open rates, click rates, payment) and produce actionable insights.
Conduct A/B testing to improve message timing, tone, channel selection, and conversion rates.
Ensure all communications meet regulatory and legal requirements (FDCPA, state-specific rules, disclosures, billing regulations).
Support cross-functional initiatives related to reducing delinquency, increasing AutoPay adoption, and improving overall collections outcomes.
Maintain a library of templates, scripts, and compliant message variations across lifecycle stages.
Act as the primary point of contact for guiding our subservicer on:
Review subservicer performance and provide clear, actionable feedback to ensure adherence to campaign plans and quality benchmarks