Collections Manager

Triton Recovery LLC is a fully insured and bonded commercial collection firm, licensed in the State of Florida. We specialize in the Merchant Cash Advance (MCA) industry and provide comprehensive business-to-business (B2B) commercial debt collection services nationwide. Our team is committed to recovering outstanding accounts receivable efficiently, professionally, and in accordance with applicable laws and procedures.

The Collections Manager is responsible for leading, training, coaching, and developing collection staff to improve individual and departmental performance. This position provides ongoing guidance and feedback, reviews collector activity and communications, identifies performance gaps, and implements targeted strategies to strengthen collection techniques, negotiation skills, professionalism, productivity, and compliance. The Collections Manager is expected to maintain a strong understanding of assigned portfolios, monitor performance against established goals, address operational issues, and create a structured and accountable environment in which collectors can develop and succeed.

• Lead, coach, train, and develop assigned collection staff to improve performance, productivity, communication, negotiation skills, and overall effectiveness.
• Establish clear performance expectations and hold collectors accountable for meeting company standards, departmental goals, and assigned responsibilities.
• Monitor individual and team performance using collection totals, payment activity, call volume, contact rates, account progression, arrangements, settlements, and other applicable performance indicators.
• Conduct individual coaching sessions and team meetings to address performance, share best practices, and reinforce company expectations.
• Identify performance gaps and develop individualized coaching or improvement strategies for collectors who require additional support.
• Recognize high-performing employees and identify opportunities for continued development, advancement, or additional responsibilities.
• Train new and existing collectors on collection procedures, account-management expectations, negotiation techniques, system usage, documentation standards, and client-specific requirements.
• Reinforce effective collection strategies, including account prioritization, payment negotiations, settlement discussions, handling objections, overcoming communication barriers, and maintaining control of collection calls.
• Review collector notes, account histories, communications, payment arrangements, and settlement activity to ensure accuracy, completeness, and appropriate follow-up.
• Ensure collectors maintain accurate and timely account documentation within the company’s CRM and collection-management systems.
• Monitor assigned portfolios and work queues to ensure accounts are being actively and appropriately serviced.
• Assist collectors with complex accounts, difficult negotiations, escalated merchant interactions, and other challenging collection matters.
• Approve or elevate payment arrangements, settlements, account reassignments, and other collection decisions in accordance with company authorization levels and procedures.
• Coordinate with internal departments to resolve account issues and advance recovery efforts.
• Ensure collection activity complies with company policies, client instructions, contractual requirements, and applicable laws and regulations.
• Review complaints and escalated communications, determine the appropriate response, and implement corrective coaching when necessary.
• Prepare and communicate individual and team performance reports, coaching documentation, action plans, and other management updates.
• Participate in performance evaluations and provide…