Collections Manager
Role Overview
The Collections Manager at Kiwi is responsible for designing and overseeing the end-to-end collections strategy and daily operations. This senior role involves collaborating with cross-functional teams to monitor portfolio performance, manage collections activities, and ensure compliance with regulations, ultimately impacting the company's delinquency and recovery success.
Perks & Benefits
This remote position offers flexibility in work location, allowing for a better work-life balance. Employees can expect opportunities for career growth through collaboration with diverse teams and a focus on continuous strategy optimization. The company culture emphasizes strong execution discipline, attention to detail, and effective teamwork.
Full Job Description
We’re seeking a Collections Manager to design, implement, and oversee our end-to-end collections strategy and daily collections operations. This role ensures that delinquency and recovery performance meet targets through effective portfolio monitoring, strong operational execution, and continuous strategy optimization.
The Collections Manager will collaborate closely with Product, Credit, Customer Experience, Compliance, and other cross-functional teams to ensure collections processes are efficient, compliant, and aligned with company goals.
Key Responsibilities
1. Collections Strategy
Develop and maintain the collections strategy across early, mid, and late-stage delinquency.
Define segmentation rules, treatment paths, outreach cadence, and channel mix.
Identify and implement improvements based on portfolio trends, behavioral insights, and experiment results.
Collaborate with the Data team to design experiments and measure strategy performance.
2. Operations Management
Oversee daily collections activities including queue setup, agent workflows, and escalation processes.
Ensure consistent adherence to scripts, procedures, and quality guidelines.
Manage external collections partners (if applicable), including ongoing performance reviews and calibration sessions.
Support staffing planning and performance management for internal collections team members.
3. Portfolio Monitoring & Reporting
Track key metrics such as roll rates, cure rates, PTP conversion, losses, and agent performance.
Provide analysis and insights on risk patterns, operational gaps, and optimization opportunities.
Prepare weekly and monthly performance updates for leadership, highlighting key trends and findings.
4. Compliance & Quality Control
Ensure adherence to relevant regulations (FDCPA, CFPB, state-level rules).
Maintain collections policies, procedures, scripts, and quality assurance frameworks.
Conduct regular call quality assessments and process audits.
Partner with Compliance and Legal teams on regulatory updates or reviews.
5. Cross-Functional Collaboration
Work with Product and Engineering to improve collections flows, tooling, automation, and system logic.
Partner with Credit Risk on risk appetite, thresholds, and early warning indicators.
Coordinate with Customer Support for escalations and exception handling.
Provide context and insights to Finance regarding performance forecasts and loss expectations.
Role Requirements
3–5 years of experience in collections or related operations.
Experience designing or optimizing collections strategies.
Strong analytical capability to interpret delinquency trends and performance metrics.
Working knowledge of SQL (ability to write queries, analyze datasets, and validate metrics).
Solid understanding of collections regulations and best practices.
Experience managing teams and/or external partners.
Strong execution discipline and attention to detail.
Success Indicators
Delinquency and recovery performance meets or exceeds targets.
Consistent, accurate execution of collections strategy across all stages.
Improvements implemented based on data insights and operational feedback.
Strong QA results and adherence to compliance requirements.
Effective collaboration across Product, Risk, Finance, and Support teams.
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