Collections Manager, Special Accounts

GENERAL FUNCTION

The Collections Manager for Special Accounts is responsible for overseeing the management of complex collection accounts, including consumer proposals, deceased accounts, and credit counseling cases. This role involves developing and implementing strategies to effectively manage these sensitive accounts, ensuring compliance with applicable regulations while maximizing recovery rates. The manager will lead a dedicated team, provide training, and collaborate with external partners to optimize collection efforts and enhance customer experience.

• Account Management: Oversee the management of special accounts, including consumer proposals, bankruptcies, deceased estates, and accounts in credit counseling, ensuring adherence to all legal and regulatory requirements.
• Team Leadership: Supervise and mentor a team of collections specialists, providing guidance on best practices for handling sensitive accounts. Foster a positive and collaborative team environment.
• Strategy Development: Develop and implement tailored strategies for collections on special accounts, focusing on maximizing recoveries while maintaining ethical standards and compliance.
• Communication and Collaboration: Act as a liaison between the organization, clients, and external partners (such as credit counseling agencies and legal representatives) to facilitate resolution of special accounts.
• Training and Development: Provide training to collections staff on handling special accounts, including negotiation techniques and regulatory compliance related to consumer proposals and deceased accounts.
• Performance Analysis: Monitor and analyze key performance indicators (KPIs) related to special accounts. Prepare regular reports for senior management, highlighting successes and areas for improvement.
• Policy Development: Establish and maintain policies and procedures for managing special accounts, ensuring alignment with organizational goals and compliance with industry regulations.
• Dispute Resolution: Address and resolve disputes related to special accounts, utilizing effective negotiation skills and maintaining a focus on customer service.

• Bachelor’s degree in Business, Finance, or a related field; relevant certifications (e.g., Credit and Collection Specialist) preferred.
• 5+ years of experience in collections, with a focus on special accounts or similar areas, and at least 2 years in a supervisory role.
• Strong knowledge of relevant regulations governing collections, consumer proposals, and credit counseling.
• Excellent interpersonal and communication skills, with a strong ability to build relationships with clients and external partners.
• Proven analytical skills, with the ability to interpret data and make informed decisions.
• Proficient in collections software and Microsoft Office Suite.
• Strong leadership skills with a focus on team development and performance management.

Work Environment:

This position may require occasional evening or weekend work to meet operational needs. The Collections Manager for Special Accounts will work in a fast-paced environment focused on achieving recovery targets while ensuring a positive experience for clients.