Collections Manager

About Aqua

Aqua Finance (Aqua) delivers flexible, consumer-friendly financing programs that help families across the U.S. bring their goals to life. From clean water solutions and home improvements to outdoor adventures, our financing options help make life's essentials and experiences more affordable.

We're a growing national company with values deeply rooted in our Midwestern culture - one that genuinely cares about you as an individual. We succeed when you succeed and celebrate the unique skills, perspectives, and experiences you bring to our team.

At Aqua, we say "Yes!" - to helping you succeed, to your growth, and to creating a place where you can thrive.

The Opportunity

The Collections Manager is responsible for overseeing the collection of payments on outstanding delinquent loans and supporting departmental delinquency goals. They manage a team of collection agents, monitor performance and collection trends, provide coaching and feedback, help maintain accurate account records, and ensure adherence to company policies and procedures.

Essential Functions

• Manage a team of collections agents, providing guidance, support, and training to ensure they meet performance metrics and adhere to company policies and procedures
• Leverage Cresta and other performance monitoring tools to identify trends, evaluate call quality, support employee development, and drive continuous improvement initiatives
• Review accounts to spot collection trends, dealer issues and orchestrate a plan for resolution
• Help complete month end duties
• Investigate, resolve, and respond to escalated issues
• Partner with nearshore leadership to maintain alignment in training, performance expectations, collection strategies, and operational best practices to ensure consistent customer experience
• Perform other duties, projects, and responsibilities as assigned

Required Education and Experience

• Bachelor's degree in related field, or commensurate work experience required
• 5 years of Collections and/or Customer Service experience in increasingly elevated roles required

• 2 years of collection people management experience required
• Bilingual (English and Spanish) candidate preferred
• Financial industry experience preferred
• Attention to detail and accuracy required
• Excellent verbal and written communication skills required
• Proficient in the utilization of Microsoft Office Suite
• Ability to thrive in a fast paced work environment

The Aqua Advantage

At Aqua, we're committed to supporting you both at work and beyond. Our benefits, programs, and perks are designed to support your well-being, growth, and work-life balance.

• Paid Time Off - Paid time off (PTO), paid holidays, and floating holidays to support time away from work.
• Health & Insurance - Medical, dental, vision, and additional coverage options.
• Retirement Savings - Company-matched 401(k) plan to help you invest in your future.
• Professional Development - Training, career growth, and educational opportunities to support your development.
• Work-Life Balance - An emphasis on flexibility and support both inside and outside of work.
• Inclusive Culture & Community Support - Diversity and inclusion initiatives along with paid volunteer opportunities.

What to Expect

This is primarily an office-based role that requires regular use of a computer and the ability to sit for extended periods. While performing the responsibilities of this position, employees may frequently be required to sit, stand, walk, communicate verbally, hear, use vision, and handle or operate office equipment.

The employee may occasionally be required to lift, push, or pull up to 20 pounds.