Manager/Sr Manager, Collections Operations

Snap! Finance•West Valley City, UT

53d

About The Position

We're currently seeking a Manager, Collections - Loans to lead our Loan Collections organization. This role is critical to ensuring operational excellence, delivering superior customer experiences, and driving strategic initiatives that support growth, quality, and compliance.

Requirements

5+ years of experience in Call Center leadership, ideally within Loans, Banking, or Financial Services
Possess a strong understanding of Loan products, loan servicing, and collections workflows
Demonstrate exceptional leadership and communication skills, with the ability to confidently present to and influence executive-level stakeholders
Are skilled at leading both in-house and BPO (outsourced) teams in a fast-paced environment
Excel at prioritizing multiple initiatives and managing performance through metrics and accountability
Have a passion for developing people and cultivating a high-performing, customer-focused culture
Are proficient in Microsoft Office Suite (especially Excel) and CRM/call center systems
Are flexible and willing to travel occasionally to support operational or business needs
Business hours are Monday-Friday, 6am-7pm, with occasional Saturday (8am-2pm) shifts as needed.
Must be available to work flexibly within business hours and travel when necessary.
This is a full-time, salaried position (40 hours per week).

Nice To Haves

LoanPro experience preferred

Responsibilities

Lead and develop our Loan Collections Teams, providing guidance, coaching, and performance management across multiple functions and locations
Partner closely with internal stakeholders and external business partners, such as bank leadership and servicing vendors, to ensure alignment on strategy, goals, and execution
Drive loan collections strategies that balance performance, compliance, and customer experience
Own key initiatives related to agent engagement, quality performance, and process optimization
Monitor KPIs, delinquency trends, and recovery performance to identify improvement opportunities
Champion data-driven decision-making using reports and dashboards to drive accountability and performance improvements
Ensure adherence to all regulatory and compliance standards within the loan collections space
Represent the department in executive and cross-functional meetings, providing clear and confident updates on performance, risks, and opportunities
Lead with empathy, fairness, and transparency-building trust and engagement across teams
Identify gaps in processes, training, and systems; collaborate with partners to drive continuous improvement
Support technology initiatives that enhance collections efficiency.