Collection Manager

We are looking for an experienced Collection Manager to lead mortgage servicing collections operations in the Northwest Suburbs Illinois. This role will guide delinquency management efforts, strengthen borrower outreach strategies, and ensure service delivery meets regulatory, investor, and client expectations. The ideal candidate brings strong leadership skills, a deep understanding of mortgage collections, and a track record of improving team performance, compliance, and operational results.

Responsibilities:

• Lead day-to-day mortgage collections activities across servicing portfolios, with a focus on reducing delinquency levels and meeting performance targets.

• Direct borrower contact strategies, account resolution efforts, and referral workflows to support effective delinquency management and positive customer outcomes.

• Maintain adherence to applicable federal and state collection laws, investor requirements, bankruptcy standards, and client obligations throughout department operations.

• Prepare the team and supporting documentation for internal reviews, client audits, regulatory examinations, and other compliance assessments.

• Oversee call quality programs to promote compliant communication, strong service standards, and a thorough borrower experience.

• Evaluate escalated cases and quality findings to uncover coaching needs and implement practical process improvements.

• Set departmental goals and monitor daily, weekly, and monthly results while providing guidance, feedback, and development for team members.

• Partner with Loss Mitigation, Bankruptcy, Foreclosure, and Customer Service teams to resolve complex borrower issues and support broader servicing initiatives.

• Identify opportunities to improve workflows, reporting, dialer usage, automation, and related tools to increase efficiency and strengthen operational controls.

Qualifications:

• At least 5 years of experience in mortgage servicing collections, including exposure to foreclosure, bankruptcy, loan modification, and call center operations.
• At least 5 years of leadership experience with direct responsibility for managing and developing staff.
• College degree or an equivalent combination of education and relevant experience.
• Strong knowledge of consumer collection regulations at the federal and state level, along with investor and client servicing standards.
• Working knowledge of mortgage servicing practices related to delinquent and non-performing loans.
• Proficiency with Microsoft Office applications, including the ability to use reporting and documentation tools effectively.
• Demonstrated ability to analyze performance metrics, manage compliance expectations, and drive process improvements in a collections environment.

Compensation

$85,000.00-$98,000.00 Yearly

About Us

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