What are the responsibilities and job description for the Collections Agency Manager position at Atlanticus?
When you join Atlanticus, you become a member of a fast-growing, mission-focused company that is committed to aid in meeting the financial needs of middle-class Americans. With a culture of collaboration and a one-team mindset, we encourage entrepreneurial thinking to empower our customers toward financial well-being.
Atlanticus™ technology enables bank, retail, and healthcare partners to offer more inclusive financial services to everyday Americans through the use of proprietary analytics. We apply the experience gained and infrastructure built from servicing over 20 million customers and over $40 billion in consumer loans over more than 25 years of operating history to support lenders that originate a range of consumer loan products. These products include retail and healthcare, private label credit and general-purpose credit cards marketed through our omnichannel platform, including retail point-of-sale, healthcare point-of-care, direct mail solicitation, digital marketing, and partnerships with third parties. Additionally, through our Auto Finance subsidiary, Atlanticus serves the individual needs of automotive dealers and automotive non-prime financial organizations with multiple financing and service programs.
Office Locations
- Atlanta, GA – Located in the Queen Building (King & Queen Towers, Sandy Springs), with easy access to I-285, GA-400, and a free shuttle to MARTA.
- Wilmington, DE – Near the Riverfront, offering rich history, dining, entertainment, and shopping. With direct access to I-95, Amtrak, and SEPTA, employees enjoy flexible living options.
Work Culture
We foster a collaborative, innovative environment where everyone contributes to building something meaningful. You’ll be empowered to lead, grow, and make an impact.
The Role
The Collections Vendor Manager will be responsible for oversight of strategic 1st Party Collections agencies. You will be responsible for overseeing the daily Collections operation and vendor performance. This critical role will build lasting relationships with our vendors and maximize agent and supplier performance to meet financial planning and performance expectations.
What a day looks like:
- Structured engagement with vendor partner(s) to foster the achievement of key collection goals, roll rates, and additional KPIs
- Achieve revenue/cost savings results while providing highest quality of service and customer-focused loss mitigation programs
- Promote and strengthen a disciplined outsource service model to drive performance, quality and risk
- Consult and collaborate with collection agency partners to drive agency and agent performance through detailed KPI monitoring, trend analysis, and performance coaching
- Understand and comply with all applicable regulations (e.g, FDCPA, TCPA, UDAAP, state regulations) to be constantly audit ready
- Provide actionable insights supported by facts
- Maximize returns through the development and management of an agent incentive program that drives maximum return
- Use data and performance analytics to assess dialing strategies and recommend enhancements that improve contact and collection rates
- Own and oversee daily collector and agency MIS
- Own and manage supplier scorecards and agency contracts
- Actively participate in discussions around optimizing vendor capacity plans and optimizing operational expenses
- Lead onsite assessments, when necessary, to evaluate vendor’s results, capabilities and risk posture
- Monitor complaint trends, call quality, and operational risk indicators across agency partner(s)
- Travel required, including domestic and/or near/offshore locations at least 1-2 x per quarter
- You’re a great fit if you have:
- 5 years’ experience in the lending/financial industry with direct experience managing collections and/or recovery agencies is a must; preferably in Credit Card product
- BA/BS or equivalent work experience
- High degree of accountability with attention to detail and a constant desire to improve performance and maximize returns
- A bias for change and improvements; demonstrates the ability to challenge the status quo
- Analytical, able to understand trends and drivers of performance and efficiency trends and opportunities
- Strong organizational skills
- Ability to prioritize tasks, make decisions and utilize resources with limited direction
- Effective and persuasive communication skills and ability to present information in a clear and concise manner
- Ability to work fast, sometimes across different departments and functional roles, with a high degree of accuracy, organization and detail
- Keen sense of discretion and professionalism
Why You’ll Love Working Here
This isn’t just a job, it’s a place to lead, grow, and thrive. If you believe in your skills and drive, we’ll provide the resources and support to help you succeed.
Benefits include:
- Generous PTO and holiday schedule
- 401(k) with company match
- Employee stock purchase plan
- Ongoing training (lunch & learns, financial and health webinars)
- Team volunteer outings
Atlanticus is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, religion, gender, sexual orientation, age, veteran status, disability, or other protected status.