Collections Call Center Manager

Job Description

Job Description

LEAD A HIGH-PERFORMING COLLECTIONS TEAM IN DALTON, GA!

First American Title Lending is seeking an experienced Collections Call Center Manager to lead our customer contact and collections team at our onsite location in Dalton, GA. This role combines leadership, coaching, training, quality assurance, and collections strategy in a fast-paced call center environment.

If you enjoy developing people, improving processes, and driving results while maintaining a strong focus on customer service and professionalism, we want to hear from you.

WHAT YOU WILL DO:

In this role, you will oversee daily collections operations while developing training programs that help team members succeed. You will monitor customer interactions, review documentation, identify trends, and implement coaching strategies that improve performance and the customer experience.

Responsibilities include:

• Managing and coaching collections agents
• Developing training materials, scripts, role-playing exercises, and job aids
• Monitoring calls, notes, and customer interactions for quality assurance
• Reviewing aging accounts and helping drive collection strategies
• Ensuring proper documentation and process compliance
• Identifying trends and implementing process improvements
• Assisting with collection efforts on past-due accounts
• Helping the team achieve and exceed performance goals

WHAT YOU NEED:

We are looking for a leader with:

• 3–5 years of experience in collections management, call center leadership, training, or a related field
• Experience in collections, consumer lending, mortgage, sub-prime lending, rent-to-own, or related industries
• Strong coaching, leadership, and communication skills
• Experience with Microsoft Office, point-of-sale systems, and auto dialer systems
• Strong analytical, organizational, and problem-solving abilities
• Spanish/English bilingual skills are a plus

Core hours are Monday through Friday from 8:00 AM to 6:00 PM, with occasional Saturdays from 9:00 AM to 2:00 PM.

COMPENSATION & BENEFITS:

Anticipated total compensation, including bonus opportunities, is $75,000–$90,000 per year , depending on achievement of monthly bonus goals.

Benefits include:

• Paid time off and paid holidays
• Medical, dental, and vision insurance
• Company-paid life insurance
• Company-paid disability insurance
• 401(k) with company match up to 4%

ABOUT FIRST AMERICAN TITLE LENDING:

Since 2006, First American Title Lending has been committed to helping customers navigate unexpected financial situations with dependable service, competitive rates, and a customer experience built on trust, professionalism, and respect. We believe that how we treat people matters, and our guiding principles of Respect, Integrity, Honesty, Courtesy, and Excellence shape everything we do.

We are proud to support the communities we serve through our partnership with ACTS Outreach Ministries and other charitable organizations that provide hope and resources locally and beyond. At First American Title Lending, our team members have the opportunity to make a meaningful impact every day while building rewarding careers in a supportive, team-oriented environment.

READY TO LEAD?

Ready to put your collections leadership experience to work in a role where you can make a real impact? Join First American Title Lending and help lead a team, strengthen performance, and build a culture focused on both results and customer service. Apply today and take the next step in your leadership career!