eCollections Manager

Credit Control LLC•Tampa, FL

About The Position

Credit Control, LLC is seeking an experienced, results-driven eCollections Manager to lead and optimize digital collection strategies across a diverse client portfolio. The role oversees SMS, email, and emerging digital communication channels, with the goal of improving consumer engagement, liquidation, and client performance. The manager develops and implements campaign strategies, analyzes performance, oversees compliance and vendors, and continuously improves digital communication efforts. The successful candidate combines data analysis, operational execution, and compliance awareness to deliver measurable results. The position serves as the subject matter expert for digital collections, supports operational teams, and promotes innovation and consumer-centric, compliant engagement.

Requirements

Experience managing digital communications, digital collections, or customer engagement programs.
Strong analytical and reporting skills.
Experience working with large datasets and performance metrics.
Advanced proficiency in Excel and reporting tools.
Knowledge of consumer engagement strategies across SMS and email channels.
Excellent communication and presentation skills.

Nice To Haves

Experience in accounts receivable management, collections, financial services, or debt recovery.
Experience with Power BI, SQL, Tableau, or similar analytics tools.
Knowledge of TCPA, FDCPA, Regulation F, and digital communication compliance requirements.
Experience with digital communication vendors and collection technology platforms.
Familiarity with segmentation modeling and campaign optimization techniques.

Responsibilities

Develop and execute digital collection strategies across client portfolios.
Manage and optimize SMS, email, and other digital outreach campaigns to improve consumer engagement and recovery rates.
Design segmentation, targeting, and communication strategies based on portfolio characteristics and consumer behavior.
Evaluate and recommend new technologies, channels, and digital communication methods.
Monitor, analyze, and report campaign metrics, including open rates, click-through rates, response rates, payment conversions, liquidation performance, and cost per recovery.
Use data analytics to identify trends, opportunities, and areas for improvement.
Conduct A/B testing and performance experiments to improve campaign effectiveness.
Provide regular performance reports and strategic recommendations to leadership and clients.
Collaborate with clients on digital communication requirements, goals, and compliance expectations.
Participate in client reviews and business discussions about digital recovery performance.
Partner with Operations, Compliance, IT, and Vendor Management to support campaign execution.
Ensure digital communication strategies comply with FDCPA, Regulation F, TCPA, state-specific regulations, and client requirements.
Maintain governance processes for message content, disclosures, consent management, and opt-out requirements.
Work with Compliance to review and approve campaign content and practices.
Manage digital communication provider and platform vendor relationships; evaluate vendor performance, deliverability, and return on investment.
Assist with implementation and optimization of digital outreach platforms and integrations.
Identify opportunities to expand digital adoption and drive automation.
Develop best practices, processes, and reporting standards.
Train and support operational teams on digital collection initiatives.