Collections Manager

Collections Manager Household Furniture – El Paso, TX

Serving Our Community Since 1945

Household Furniture is El Paso’s largest and oldest family-owned furniture retailer. For 80 years, we’ve helped families furnish their homes with quality products and flexible financing options.

As our in-house financing program continues to grow, we are seeking a results-driven, customer-focused Collections Manager to lead and manage our collections process while protecting customer relationships and company profitability.

The Collections Manager is responsible for overseeing all in-house financing collections activity. This role ensures timely payments, reduces delinquency rates, manages collection staff (if applicable), maintains compliance, and upholds Household Furniture’s reputation for professionalism and respect.

• Monitor and manage all delinquent in-house financing accounts.
• Develop and implement collection strategies to reduce aging balances and charge-offs.
• Prioritize accounts based on risk and aging reports.
• Establish structured follow-up schedules and payment arrangements.
• Review and approve settlements or payment plans within company guidelines.
• Work closely with accounting to reconcile balances and ensure accuracy.

• Track key metrics including aging, delinquency percentage, recovery rate, and charge-offs.
• Generate weekly and monthly performance reports for ownership.
• Identify trends and recommend improvements to underwriting or payment terms.
• Set performance goals for collections staff (if managing a team).

• Handle escalated or sensitive accounts professionally.
• Maintain firm but respectful communication aligned with company values.
• Negotiate payment plans that balance customer needs and company protection.
• Ensure all communication complies with applicable laws and regulations.

• Ensure compliance with federal, state, and local collections regulations.
• Maintain accurate documentation of all account activity.
• Oversee repossession or legal referral processes when necessary.
• Protect company assets while minimizing reputational risk.

• Improve collections workflow, scripts, and follow-up systems.
• Work with sales and finance teams to reduce future delinquencies.
• Recommend policy updates to improve approval quality and payment performance.

• 3+ years experience in collections, credit, or consumer finance.
• 1+ year in a supervisory or leadership role preferred.
• Strong negotiation and communication skills.
• Experience managing aging reports and KPIs.
• Comfortable having difficult conversations while remaining professional.
• Highly organized and detail-oriented.
• Proficient with accounting or CRM software.
• Bilingual (English/Spanish) strongly preferred.

• Competitive salary (based on experience).
• Performance bonus opportunity.
• Paid training.
• Health insurance.
• Company-funded retirement benefits.
• Paid Time Off (PTO) & Holiday pay.
• Long-term stability with an 80-year local company.