Manager, Collections & Recovery

Brex • Salt Lake City, UT

1d • $90,400 - $113,000 • Hybrid

About The Position

Brex is an intelligent finance platform that enables companies to spend smarter and move faster. The Operations team at Brex is responsible for credit, fraud, money movement, and payments. This role specifically focuses on the Collections function, which helps customers resolve past-due balances while managing credit losses and preserving customer relationships. The team handles accounts from failed payments and early delinquency through payment plans, workouts, charge-off, and legal recovery. The portfolio consists of unsecured business credit, requiring sound commercial judgment and an understanding of business customers. Collections activity is managed primarily in-house, supported by technology and external partners. The team owns customer outreach, negotiation, and account-level decisions within established guidelines, partnering with Legal when necessary. This manager will lead the day-to-day execution and performance of the Collections team, focusing on coaching, performance management, operational delivery, and customer escalations, while contributing to collections strategy development. The goal is to strengthen team capabilities and improve cure and recovery outcomes.

Requirements

• 5+ years of experience in collections, recovery, or credit operations.
• 2+ years directly managing a team, with demonstrated success in coaching, performance management, and driving operational results.
• Direct experience managing delinquent accounts, negotiating payment arrangements, and assessing appropriate recovery actions.
• Experience managing team and portfolio performance against collections goals, with demonstrated ability to explain performance trends, identify root causes, and take action to improve delinquency, cure, recovery, and quality outcomes.
• Experience coordinating with third-party collections vendors, agencies, or outside counsel.
• Strong analytical and reporting skills, with the ability to use spreadsheets and BI tools to monitor performance, segment accounts, identify process gaps, and evaluate operational changes.
• Sound commercial judgment and the ability to lead difficult conversations with customers, team members, and business partners.
• Strong communication and presentation skills, with the ability to produce clear reports and performance updates, lead strategy discussions, and present actionable recommendations supported by data and operational insights.

Nice To Haves

• Commercial or B2B collections experience, including an understanding of business entities, business and personal guarantees, and the challenges of recovering unsecured business debt.
• Experience managing collections for charge card or revolving credit portfolios, particularly where resolving delinquency supports an ongoing customer relationship.
• Experience supporting accounts involving bankruptcy, business closure, or legal recovery, including coordinating documentation and follow-up with Legal or outside counsel.
• Experience identifying operational gaps and implementing improvements to collections workflows, outreach strategies, or team processes, with measurable gains in efficiency, customer experience, or collections performance.
• Familiarity with collections platforms and communication tools used to manage outreach, account activity, and team workflows.
• Experience with Salesforce and Snowflake is a plus.
• Exposure to credit risk or underwriting, with an understanding of how collections insights can inform credit decisions and portfolio management.
• Experience using AI tools to support analysis, improve workflows, or increase team efficiency is a plus.

Responsibilities

• Hire, coach, and develop a high-performing collections team, setting clear expectations for results, productivity, quality, and customer treatment.
• Lead the team’s response to early-stage delinquency, including failed payments, ACH returns, and past-due balances, managing daily outreach and queue priorities.
• Lead the team’s management of late-stage delinquent accounts, including payment plans, promise-to-pay follow-up, and proposed term modifications or settlements.
• Identify and recommend appropriate account actions, such as credit limit reductions, spend freezes, card suspensions, and account closures, coordinating with Risk and Account Servicing.
• Provide timely, evidence-based assessments of high-balance delinquent accounts to support Risk and Finance’s provisioning decisions.
• Coordinate account referrals, documentation, and follow-up with Legal and outside counsel on demand letters, litigation, and enforcement activity.
• Monitor team and portfolio performance across key metrics (e.g., 31+ days past due, cure rate, loss rate, quality, roll rates, contact rates, kept promises, collections productivity).
• Maintain collections practice standards through coaching, call and correspondence reviews, accurate documentation, and timely complaint resolution.
• Direct daily collections operations, ensuring clear priorities, effective workflows, and timely execution, and identifying process gaps for improvement.
• Set queue priorities and allocate team capacity based on portfolio composition, account needs, and established contact strategies.
• Guide the team through complex or sensitive customer situations and personally manage escalations when needed.
• Serve as the day-to-day operational contact for internal partners, outside counsel, and collections vendors.
• Maintain clear, practical procedures that help the team execute consistently and make decisions within established approval limits.
• Share insights from daily collections activity with leadership and relevant partners, highlighting recurring customer challenges, emerging delinquency patterns, and process gaps.

Benefits

• Opportunity to earn additional compensation based on performance
• Equity and other forms of compensation may be provided as part of a total compensation package
• Up to four weeks per year of fully remote work

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed