Collections Manager

Job Summary

Car Hop is hiring a Collections Manager for our Colorado District based out of the Denver area. The Collection Manager is responsible for leading, developing, and supporting Account Managers across the district to drive strong collection performance, ensure consistent execution of company processes, and achieve key business objectives. This role requires a driven, persistent, solution focused leader, hands‑on coach with the ability to build a high‑performing team capable of improving recency, reducing delinquency, minimizing charge‑offs, and delivering excellent customer experiences.

The Collection Manager oversees daily operational execution, monitors critical performance metrics, ensures full compliance with all company policies and regulatory requirements, and partners with leadership to address challenges and implement improvement plans. Additionally, the position supports recruiting, onboarding, and staff planning to maintain effective staffing levels and foster continuous professional development within the district. Significant travel within district required (demo provided).

• Training & Staff Development
  • Coach, train, and develop Managers and Account Managers to improve recency, reduce delinquency, and minimize charge‑offs.
  • Reinforce the collections call model.
  • Conduct weekly 1:1 coaching sessions.
  • Perform side‑by‑side observations and live call monitoring regularly.
  • Strengthen skills in phone communication, time management, account management, and customer interaction.
  • Support Branch Managers by reviewing key productivity metrics, guiding effective scheduling and productivity management, and teaching proper list and calling techniques.
• Performance Management
  • Monitor and review Account Manager performance compared to goals at the district, store, and individual levels.
  • Continually evaluate key metrics.
  • Review store‑level effectiveness, including promo‑list execution and store CRR.
• Operational Monitoring & Compliance
  • Enforce Company Policies, Procedures, and all State/federal Regulatory Requirements.
  • Review scheduling, punctuality, breaks and overtime for collection staff.
  • Evaluate daily production and performance reports and develop action plans as needed.
  • Conduct quality audits and random call monitoring for service, effectiveness, and compliance.
  • Monitor new‑hire progress, ensuring successful onboarding.
  • Enforce performance expectations, policy and any HR‑related issues.
  • Partner with Branch Managers to address any performance gaps and develop improvement plans.
• Recruiting & Staffing
  • Oversee interviewing, selecting, and onboarding new Account Managers.
  • Monitor staffing levels and recommend adjustments based on business needs.
  • Develop staff to senior roles.
• Administrative Leadership
  • Plan and lead weekly district‑wide training or conference calls with updates and weekly training topics.
  • Assist in resolving customer complaints or support Branch Managers in doing so.
  • Maintain updated staffing plans and document anticipated needs weekly.
• Additional Responsibilities
  • Create and follow a rotating visit schedule to ensure coverage of all stores, including rotating Friday visits.
  • Other duties as assigned.

• Education: This position requires a high school diploma or equivalent education.
• Experience: Three (3) or more years of supervisory/management experience preferred.