eCollections Manager

Job Description

Job Description

Build Your Future with an Award-Winning Team at Credit Control! 

What if you could grow your career with a company that’s been recognized  seven consecutive years (2019–2026) as a Best Place to Work in Collections?

At Credit Control, our success starts with our people. We believe driven, dedicated team members are the foundation of everything we achieve—and we’re committed to rewarding that dedication with competitive pay, outstanding benefits, and meaningful growth opportunities.

Credit Control, LLC is seeking an experienced and results-driven eCollections Manager to lead and optimize our digital collection strategies across a diverse client portfolio. This role will oversee digital outreach channels, including SMS, email, and emerging digital communication platforms, with a focus on maximizing consumer engagement, liquidation, and client performance.

The ideal candidate is highly analytical, data-driven, and experienced in developing, implementing, and managing digital collection campaigns. This individual will be responsible for strategy development, performance analysis, compliance oversight, vendor management, and continuous optimization of digital communication efforts.

Key Responsibilities

Digital Strategy & Execution

• Develop and execute comprehensive digital collection strategies across all client portfolios.
• Manage and optimize SMS, email, and other digital outreach campaigns to increase consumer engagement and recovery rates.
• Design and implement segmentation, targeting, and communication strategies based on portfolio characteristics and consumer behavior.
• Evaluate and recommend new technologies, channels, and digital communication methods.

Analytics & Performance Management

• Monitor, analyze, and report on digital campaign performance metrics including open rates, click-through rates, response rates, payment conversions, liquidation performance, and cost per recovery.
• Utilize data analytics to identify trends, opportunities, and areas for improvement.
• Conduct A/B testing and performance experiments to optimize campaign effectiveness.
• Provide regular performance reporting and strategic recommendations to leadership and clients.

Client & Stakeholder Management

• Collaborate with clients to understand digital communication requirements, goals, and compliance expectations.
• Participate in client reviews and business discussions related to digital recovery performance.
• Partner with Operations, Compliance, IT, and Vendor Management teams to ensure successful campaign execution.

Compliance & Risk Management

• Ensure all digital communication strategies comply with FDCPA, Regulation F, TCPA, state-specific regulations, and client requirements.
• Maintain governance processes for message content, disclosures, consent management, and opt-out requirements.
• Work closely with Compliance to review and approve campaign content and practices.

Vendor & Technology Oversight

• Manage relationships with digital communication providers and platform vendors.
• Evaluate vendor performance, deliverability metrics, and return on investment.
• Assist in the implementation and optimization of digital outreach platforms and integrations.

Leadership & Continuous Improvement

• Serve as the subject matter expert for digital collections strategy.
• Identify opportunities to expand digital adoption and drive automation.
• Develop best practices, processes, and reporting standards.
• Train and support operational teams on digital collection initiatives.

Qualifications

Required

• Experience managing digital communications, digital collections, or customer engagement programs.
• Strong analytical and reporting skills.
• Experience working with large datasets and performance metrics.
• Advanced proficiency in Excel and reporting tools.
• Knowledge of consumer engagement strategies across SMS and email channels.
• Excellent communication and presentation skills.

Preferred

• Experience in accounts receivable management, collections, financial services, or debt recovery.
• Experience with Power BI, SQL, Tableau, or similar analytics tools.
• Knowledge of TCPA, FDCPA, Regulation F, and digital communication compliance requirements.
• Experience with digital communication vendors and collection technology platforms.
• Familiarity with segmentation modeling and campaign optimization techniques.

Success Metrics

The eCollections Manager will be measured on digital liquidation performance, payment conversion rates, consumer engagement metrics, campaign ROI, client satisfaction, compliance adherence, delivery and response rates, and continuous improvement initiatives.

What We’re Looking For

The successful candidate is a strategic thinker who combines data analysis, operational execution, and compliance awareness to drive measurable business results. They possess a passion for digital engagement, innovation, and continuous improvement while maintaining a consumer-centric and compliant approach to collections.

Compensation & Benefits

• Salary: $55,000 – $75,000 annually
  
• Medical, Dental, and Vision coverage
• Life insurance
• Short Term & Long-Term Disability
• Generous Paid Time Off, Vacation, and Holidays
• Paid Bereavement Leave
• 401(k) with Company Match
  
• Professional Development Grant Program
• Employee Assistance Program
• Fun contests, prizes, and company events
• Referral bonus program
• ADP Lifemart employee discounts