What are the responsibilities and job description for the Manager/Sr Manager, Collections Operations position at Snap Finance?
Company Overview:
At Snap Finance, we believe everyone deserves access to the things they need, regardless of credit history. Since 2012, we've used data, machine learning, and a more human approach to create flexible financing solutions that help people move forward. We're proud of our inclusive, supportive culture, built on empowering our customers, partners, and team members alike. When our people thrive, so does our innovation.
If you're looking to make an impact and grow with a team that values you, come join us!
Job Description
Position Overview:
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.
How you’ll make an impact:
Snap values diversity and all qualified applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Learn more by visiting our website at www.snapfinance.com.
California Residents, please review our California Consumer Privacy Act Notice at https://snapfinance.com/ccpa-notice
At Snap Finance, we believe everyone deserves access to the things they need, regardless of credit history. Since 2012, we've used data, machine learning, and a more human approach to create flexible financing solutions that help people move forward. We're proud of our inclusive, supportive culture, built on empowering our customers, partners, and team members alike. When our people thrive, so does our innovation.
If you're looking to make an impact and grow with a team that values you, come join us!
Job Description
Position Overview:
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.
How you’ll make an impact:
- 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.
- 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).
- LoanPro experience preferred
- Generous paid time off
- Competitive medical, dental & vision coverage
- 401K with company match for US
- Company-paid life insurance
- Company-paid short-term and long-term disability
- Access to mental health and wellness resources
- Company-paid volunteer time to do good in your community
- Legal coverage and other supplemental options
- A value-based culture where growth opportunities are endless
Snap values diversity and all qualified applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Learn more by visiting our website at www.snapfinance.com.
California Residents, please review our California Consumer Privacy Act Notice at https://snapfinance.com/ccpa-notice
