Manager, Call Center Operations

The Manager, Collections will be responsible for managing the day‑to‑day operations of our collections department to optimize recovery rates and ensure compliance with relevant regulations. Responsibilities Manage and supervise the collections department, ensuring the smooth functioning of collections processes and timely recovery of outstanding debts. Lead and motivate a team of collection professionals, providing guidance, training, and performance feedback to drive productivity and effectiveness. Implement collections strategies and tactics to optimize recovery rates while maintaining positive customer relationships. Handle escalated collections issues, including complex customer disputes and negotiations for settlements. Utilize collection systems, software, and tools to streamline processes, improve efficiency, and enhance collections effectiveness. Prepare regular reports and presentations for senior management, providing insights on collections performance, trends, and recommendations for improvement. Minimum Requirements Strong knowledge of collections laws, regulations, and industry best practices. Demonstrated track record of effectively managing collections operations, reducing delinquency rates, and maximizing recovery rates. Excellent analytical and problem‑solving skills, with the ability to interpret data, identify trends, and develop effective strategies. Strong leadership abilities, with experience in leading and developing a team of collection professionals. Excellent communication and interpersonal skills, with the ability to collaborate and negotiate with stakeholders at all levels. Proficiency in using collection software, databases, and other relevant technologies. Preferred Qualifications Bachelor's degree in business administration, finance, or a related field. 3 years of experience in collections management, with a minimum of 1 year of experience in a supervisory or managerial role. Benefits Competitive base salaries Bonus incentives Generous PTO, Floating Holidays and 12 Federal Holidays observed Support for financial‑well‑being and retirement 401(k) with employer match Comprehensive medical, dental, vision, hospital indemnity, critical illness, pet insurance and more Employer paid short‑term/long‑term disability and basic life insurance Flexible hybrid working arrangements Paid parental leave and adoption reimbursement programs Free access to on‑site staffed fitness centers (in Delaware) and gym subsidy (for locations outside Delaware) Confidential counseling support (EAP), Health Advocacy services and Wellness program with financial incentives Tuition Reimbursement and Family Scholarship Programs Career development and training opportunities EEO Statement Sallie Mae is proud to be an equal opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, sexual orientation, national origin, age, genetic information, gender identity, disability, Veteran status or any other characteristic protected by federal, state or local law. The Americans with Disabilities Act of 1990 (ADA) prohibits discrimination by employers, in compensation and employment opportunities, against qualified individuals with disabilities who, with or without reasonable accommodation, can perform the "essential functions" of a job. Reasonable accommodations are available for applicants with disabilities in all phases of the application and employment process. #J-18808-Ljbffr Sallie Mae Bank