Manager, Credit & Collections

Section 1: Position Summary

The Collections Manager will build and lead a high-performing collections department from the ground up. This role is responsible for developing and executing end-to-end collections strategy, selecting and managing third-party vendors, hiring and training a new internal collections team, implementing systems and processes, and owning the resolution of escalated accounts. The ideal candidate brings deep expertise in collections, strong leadership skills, and a passion for operational excellence.

Section 2: Job Functions, Essential Duties and Responsibilities

• Develop the vision, structure, and roadmap for a new collections department aligned with business goals.
• Design and implement scalable collections policies, procedures, and best practices to improve recovery rates and reduce DSO.
• Review and evaluate the current credit policy; redesign as needed to align with business objectives and risk tolerance.
• Review & modify collections processes and procedures to ensure efficiency.
• Build reporting dashboards to track collections performance and KPI achievement.
• Collaborate cross-functionally with billing, finance, legal, customer service, and sales to ensure alignment.
• Assist with integrations to ensure seamless collections.
• Complete special projects for manager and other financial functions within the department as required.

Vendor Management

• Lead the RFP and selection process for a new third-party collections vendor.
• Manage vendor relationships to ensure compliance, performance, and cost-effectiveness.
• Establish SLAs and monitor external vendor performance and escalations.

Operations & Compliance

• Oversee day-to-day collections operations, including outbound contact strategies, follow-ups, and payment arrangements.
• Ensure adherence to all applicable laws and regulations.
• Partner with business, legal and compliance teams as needed to manage risk and address high-risk cases or customer disputes.
• Responsible for protecting, securing, and proper handling of all confidential data to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.

Escalation Management

• Own and resolve complex or high-value account escalations with professionalism and tact.
• Serve as the escalation point for internal stakeholders and external clients.
• Investigate and resolve root causes for recurring disputes or delays in payment.
• Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
• At Ascensus we are guided by our Core Values of People Matter, Quality First and Integrity Always®. They inspire us every day to prioritize an environment of respect for those we serve and one another and should be visible in your actions on a day-to-day.

Supervision  

• Will lead team up to 10 associates who focus on collections and other applicable finance processes.

Team Building & Management

• Hire, onboard, and develop a new in-house collections team, including specialists and supervisors.
• Provide coaching, training, and performance management to ensure team success.
• Build a culture of accountability, continuous improvement, and customer-centric recovery.
• Facilitate cross-training throughout team to ensure full coverage/SLAs are met.

Section 3:  Experience, Skills, Knowledge Requirements

• Associate degree in Business, Finance, Accounting or related field; or equivalent combination of training and experience.
• 5+ years in collections, with 2+ years in a leadership role.
• Proven track record of building or transforming a collections function.
• Experience managing third-party vendors and internal collections teams.
• Experience with ERP systems (e.g., SAP, Oracle, Lawson CloudSuite).
• Experience with collections vendors (Billtrust, High Radius, etc)

• Strong strategic planning, project management, and execution abilities.
• Deep knowledge of collections laws, compliance requirements, and best practices.
• Excellent leadership, coaching, and team development skills.
• High emotional intelligence with ability to handle sensitive escalations tactfully.
• Analytical mindset with the ability to interpret data, identify trends, and optimize processes.
• Excellent verbal & written communication skills.
• Strong interpersonal and relationship-building skills with internal and external clients.
• Ability to handle multiple priorities and meet deadlines.

Preferred Qualifications:

• Bachelor’s degree in Business, Finance, Accounting, or related field.
• Experience in B2B or complex, multi-entity collections environments.
• Change management or transformation project experience.
• Familiarity with Salesforce or CRM integration into collections process.

For all virtual remote positions, in order to ensure associates can effectively perform their job duties with no distractions, we require an uninterrupted virtual workspace and there is also an expectation of family care being in place during business hours. Additionally, there is an internet work speed requirement of 25 Mbps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building, then a stronger connection is required. If you are unsure of your internet speed, please check with your service provider. Note: For call center roles specifically, it is a requirement to either hardwire your equipment directly to the internet router or ensure your workstation is in close proximity to the router. Please ensure that you are able to meet these expectations before applying.

We are proud to be an Equal Opportunity Employer

Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website.