*collections manager - experienced leadership position*
we are seeking an *experienced collections manager* with demonstrated management experience in a call center environment to lead our collections operations. This role requires hands-on leadership experience in collections call center environment and proven ability to manage, coach, and develop collections teams. This role is specifically designed for experienced collections managers who understand the complexities of team management, performance accountability, and operational excellence in a collections environment.
join the team at genesis management, where we're more than just a financial services company—we're a community of go-getters driven by passion and purpose our values—driven, innovative, resilient, enthusiastic, committed, and teamwork—are the fuel that powers everything we do. At genesis, you'll find an energetic, supportive environment that puts your growth front and center, sparks creativity through collaboration, and celebrates every win, big or small
if you're ready to make a real impact and take your career to the next level, we'd love to see what you can bring to our team
*important*
*if you are interested in this role, you must send your resume in english to be considered for this position.*
*compensation & incentives*
- *salary*: $35,000 mxn - $40,000 mxn gross per month
- *unlimited team performance bonus* - unlock limitless earnings with our bonus system linked to your team's performance
- *grocery vouchers*: 10% of salary at permanent contract
- *comprehensive paid training program* - we invest in your success from day one
- *ongoing development opportunities* and skill-building workshops
- *paid uniforms provided* - look professional while representing our brand
- *referral program*: up to $500
- *law benefits* starting from day 1
- *monday to friday schedule*: 7:00 am - 4:00 pm
- *supportive team environment* that celebrates every success
- *a collaborative culture* that values your input and ideas
*core collections manager responsibilities*
- manage 3-6 collections specialists in daily operations and performance
- conduct regular 1-on-1 coaching sessions with direct reports to improve collection performance
- perform quality assurance reviews and provide corrective feedback to team members
- manage employee schedules, attendance, and adherence to company policies
- handle escalated collection cases and complex debtor negotiations
- monitor and report on team kpis including collection rates, recovery amounts, and compliance metrics
- conduct formal performance evaluations and document employee development plans
- ensure 100% compliance with fdcpa and cfpb regulations
- develop comprehensive collection strategies to minimize portfolio delinquencies
- analyze daily metrics and performance reports to identify improvement opportunities
- maintain expert-level proficiency in collections software (adp, five9, infinity)
- participate in management meetings and provide team performance updates
- drive cost-effectiveness and efficiency through process optimization
*qualifications & experience*
- *must have: bilingual english/spanish communication skills*:
- *must have: minimum +3 years* of direct supervisory experience managing a collections teams in a call center environment
- *must have: proven experience* conducting employee performance evaluations, disciplinary actions, and coaching sessions
- *must have: leadership background* overseeing a collections team of +5 agents
- *must have: demonstrated experience* hiring, training, and developing collection agents
- *must have: demonstrated success* managing collections teams and meeting recovery targets
- *must have: experience with fdcpa and cfpb* compliance requirements and regulations
- *experience with escalation management* and complex customer issue resolution
- *technical proficiency* with collections software (five9, infinity, or equivalent)
- *financial services experience* with understanding of compliance requirements (fdcpa, cfpb)
- *strong decision-making skills* in high-pressure collection situations
- *excellent written and verbal communication* for reporting to senior management
*your new work environment*
- *modern office environment*: climate-controlled, professional workspace
- *collaborative atmosphere*: work alongside motivated, results-driven professionals
- *technology-rich*: access to cutting-edge collections platforms and tools
- *growth-oriented culture*: continuous learning and development opportunities
*career advancement*
- *clear reporting structure*: direct line to director of operations
- *leadership development*: hands-on experience managing and developing team members
- *cross-functional exposure*: collaborate with multiple departments and senior leadership
- *skill building*: expand expertise in collections management and compliance
*ready to lead as an expe