Manager, Collections & Account Recovery (Sentry Credit)

TrueML • Everett, WA

93d • $75,000 - $85,000

About The Position

The Collections Unit Manager is responsible for leading and developing a high-performing team of 15-20 Collections Specialists in a fast-paced, compliance-driven, and highly competitive environment. This role requires strong leadership, performance-focused coaching, and operational oversight to consistently exceed departmental goals. A key priority of this role is fostering a goal-focused, highly motivated, and engaging work environment that develops people and drives both individual and team success through data-informed decisions, high-impact feedback, and continuous improvement—all while ensuring a best-in-class customer experience and strict adherence to regulatory guidelines.

Requirements

• 4+ years supervisory experience within a high-volume call-center environment
• 2+ years leadership experiences within the Collections industry (supervisor, team lead, manager, etc.)
• Proven ability to lead, coach, and inspire high-performing teams in a collections or contact center environment.
• Excellent coaching, communication, and interpersonal skills, with the ability to motivate diverse personalities.
• Experience using data, QA results, and performance dashboards to identify gaps and coach for improvement.
• Deep understanding of collections practices, FDCPA, and compliance regulations.
• Strong attention to detail, critical thinking, and problem-solving capabilities.
• Demonstrated success in driving KPIs through people development and managing performance in a results-oriented environment.
• Ability to lead through change, encourage innovation, and foster continuous improvement.

Responsibilities

• Lead, supervise, and develop a team of 15–20 Collections Specialists, providing regular 1:1 coaching, feedback, and performance reviews.
• Drive performance, quality, and compliance outcomes through effective goal-setting, monitoring, and accountability.
• Collaborate with QA, Training, Compliance, and cross-functional teams to monitor calls, complete quality reviews, and ensure legal adherence, effective collections, and consumer-focused interactions.
• Analyze performance trends, address escalated issues, and implement improvement plans when needed.
• Motivate and recognize employees to foster a culture of performance, growth, and engagement.
• Support hiring, onboarding, and ongoing development in a collaborative and inclusive team environment.

Benefits

• $75,000 - $85,000 a year
• The role qualifies for additional, non-guaranteed, performance-based monthly incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 101-250 employees