Collections Manager

Summary

The Collections Manager oversees a portfolio of accounts with complex collection issues, ensuring that past-due and collection performance metrics are consistently met. This role combines strategic leadership with hands-on operational responsibilities, driving initiatives to enhance collection processes and overall performance. The manager works with minimal supervision, frequently supporting senior leadership with special projects, reporting, and process improvements. Additionally, this role is responsible for managing, coaching, and mentoring a team to achieve individual and collective success while maintaining a high standard of customer service for both internal and external PosiGen stakeholders.

This will be an on-site position based out of our Houston- Galleria office location at 720 North Post Oak Rd. 

Essential Job Functions

• Monitor and motivate call center staff to achieve individual, departmental, and company goals, including improving delinquency rates, customer satisfaction, and employee product knowledge.
• Coach and develop team members through regular feedback, performance evaluations, and side-by-side support.
• Improve call quality and customer satisfaction by reviewing interactions and delivering actionable feedback.
• Serve as the primary point of contact for call escalations, offering real-time guidance and using these as coaching opportunities.
• Intervene on customer calls when necessary to ensure professionalism and accuracy.
• Build strong cross-functional relationships with other departments to enhance communication and overall customer experience.
• Plan and adjust employee work schedules based on workload and department needs.
• Ensure compliance with all federal and state laws, contractual obligations, and company policies.
• Meet or exceed established revenue targets and call center performance metrics.
• Address and resolve customer complaints with urgency and professionalism.
• Manage team performance by setting clear objectives, tracking progress, and providing consistent coaching.
• Handle HR-related matters such as attendance issues and interpersonal conflicts in collaboration with HR.
• Participate in the hiring process, including candidate interviews and selection recommendations.
• Make informed decisions regarding payment negotiations and customer resolutions.
• Perform administrative tasks to support efficient department operations.
• Provide weekly reports summarizing key activities, accomplishments, and performance insights.
• Analyze call center data and KPIs to identify trends and support performance strategy improvements
• Other duties as assigned by leadership.

Education/Experience

• Associate’s or Bachelor’s degree preferred.
• 2–3 years of progressive experience in a call center or collections environment preferred.
• Minimum of 1 year of supervisory or team leadership experience required.
• Strong knowledge of billing, collections, and customer service processes.
• Salesforce experience is a plus.
• Proficiency with Google Workspace tools preferred.
• Excellent written and verbal communication skills.
• Demonstrated commitment to delivering outstanding customer service.

Physical Demands

The physical requirements outlined are essential for performing the core duties of this role.

• Primary responsibilities involve regular speaking, listening, standing, walking, using hands to handle or feel objects, and reaching with arms.
• Occasionally, the role may require sitting, climbing, balancing, stooping, kneeling, crouching, or crawling. Employees must be able to frequently lift and move objects weighing up to 10 pounds and occasionally up to 40 pounds.
• Vision requirements include the ability to focus at close and long distances, distinguish colors, maintain peripheral awareness, perceive depth, and make precise focus adjustments.

EEO Statement

PosiGen is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and conviction records, consistent with applicable laws. If reasonable accommodation is needed to participate in the job application, interview process, or onboarding, please reach out to careers@posigen.com or hr@posigen.com to request an accommodation.