Manager, Collections & Account Recovery; Sentry Credit

About this Role:

The Collections Unit Manager is responsible for leading and developing a high‑performing team of 15–20 Collections Specialists in a fast‑paced, compliance‑driven, and highly competitive environment. This role requires strong leadership, performance‑focused coaching, and operational oversight to consistently exceed departmental goals. A key priority of this role is fostering a goal‑focused, highly motivated, and engaging work environment that develops people and drives both individual and team success through data‑informed decisions, high‑impact feedback, and continuous improvement—all while ensuring a best‑in‑class customer experience and strict adherence to regulatory guidelines.

• Lead, supervise, and develop a team of 15–20 Collections Specialists, providing regular 1:1 coaching, feedback, and performance reviews.
• Drive performance, quality, and compliance outcomes through effective goal‑setting, monitoring, and accountability.
• Collaborate with QA, Training, Compliance, and cross‑functional teams to monitor calls, complete quality reviews, and ensure legal adherence, effective collections, and consumer‑focused interactions.
• Analyze performance trends, address escalated issues, and implement improvement plans when needed.
• Motivate and recognize employees to foster a culture of performance, growth, and engagement.
• Support hiring, onboarding, and ongoing development in a collaborative and inclusive team environment.

• 4+ years supervisory experience within a high‑volume call‑center environment; 2+ years leadership experience within the Collections industry (supervisor, team lead, manager, etc.)
• Proven ability to lead, coach, and inspire high‑performing teams in a collections or contact center environment.
• Excellent coaching, communication, and interpersonal skills, with the ability to motivate diverse personalities.
• Experience using data, QA results, and performance dashboards to identify gaps and coach for improvement.
• Deep understanding of collections practices, FDCPA, and compliance regulations.
• Strong attention to detail, critical thinking, and problem‑solving capabilities.
• Demonstrated success in driving KPIs through people development and managing performance in a results‑oriented environment.
• Ability to lead through change, encourage innovation, and foster continuous improvement.

$75,000 - $85,000 a year

The role qualifies for additional, non‑guaranteed, performance‑based monthly incentives.