As the Late-Stage Collections Department Manager, you will play a vital role in our Late-Stage Collections Operations Team. You will oversee the daily activities of collection and recovery call center representatives and supervisors across various shifts within your department. Your primary focus will be driving departmental productivity to exceed collection-specific goals, ensuring compliance with consumer protection laws, and delivering fair and equitable treatment to severely past-due customers. This role reports to the Head of Consumer Debt Recovery.
- Guide supervisors to exceed individual, team, departmental, and P&L objectives by overseeing the performance management process, including biannual evaluations, improvement plans, and disciplinary actions
- Ensure compliance with federal and state collection regulations across relevant departments, strictly adhering to industry consumer guidelines
- Analyze management reports to enhance efficiencies and continuously improve productivity
- Develop and communicate subordinate job roles, creating structured career development plans
- Exercise sound judgment in daily responsibilities such as hiring, corrective actions, development plans, performance management, talent assessment, and terminations
- Evaluate the effectiveness of customer talk-off strategies and provide input on optimizing or improving these strategies
- Administer and monitor the monthly collection bonus plan for collection and recovery agents
- 8+ years of management experience in a call center environment, preferably in third-party and/or first-party collections, with experience in the financial industry, a collection agency, and/or collection operations
- Strong ability to coach, train, and motivate employees, along with evaluating their performance
- Excellent written and verbal communication skills, with the ability to effectively interact with all levels of staff and management
- Proven track record of leveraging data-driven insights to enhance success and overall operational effectiveness
- Extensive knowledge of collection laws, including FDCPA/Reg F, TCPA, and state collection laws
- Ability to remain calm under pressure and navigate tense situations, especially during busy hours, with the capability to take over phone calls from representatives and section managers to achieve successful payment resolution or de-escalate customer complaints
- Skilled in presenting and communicating overall performance of the late-stage collection department to Senior Leadership.
- Hybrid roles entail working in-office from Tuesday to Thursday, with the choice to work remotely on Mondays and Fridays
- Health, dental, and vision insurance including mental health benefits
- 401(k) matching plus a roth option (U.S. Based employees only)
- PTO & paid holidays off
- Sabbatical program (for eligible roles)
- Summer hours (for eligible roles)
- Paid parental leave
- DEI groups (B.L.A.C.K. @ Enova, HOLA @ Enova, Women @ Enova, Pride @ Enova, South Asians @ Enova, APEX @ Enova, and Parents @ Enova)
- Employee recognition and rewards program
- Charitable matching and a paid volunteer day…Plus so much more!
Enova International is a leading financial technology company that provides online financial services through our AI and machine learning-powered Colossus™platform. We serve non-prime consumers and businesses alike, while offering world-class technology and services to traditional banks—in order to create accessible credit for millions.
Being a values-driven organization is at the core of Enova’s success. We live our values by listening to our customers, challenging assumptions, thinking big, setting high expectations, and hiring and developing the best. Through our values and our commitment to making Enova an awesome place to work, we maintain an environment of inclusion and culture where our employees can thrive. You can learn more about Enova’s values and culture here.
It is our policy to provide equal employment opportunity for all persons and not discriminate in employment decisions by placing the most qualified person in each job, without regard to any other classification protected by federal, state, or local law. California Applicants: Click here to review our California Privacy Policy for Job Applicants.
What the Team is Saying
What We Do
Enova International is a leading financial technology company providing online financial services through its machine learning powered lending platform. Enova serves the needs of non-prime consumers and small businesses, who are frequently underserved by traditional banks. Enova has provided more than 10.5 million customers with over $56 billion in loans and financing with market leading products that provide a path for them to improve their financial health.
Why Work With Us
Our values encourage ownership and accountability, and we believe the best answer wins, regardless of whose answer it is. We pride ourselves on hiring smart and driven people who bring new and innovative ideas to the table. Our mentality is, "Work someplace awesome." Ready to join us?
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Enova Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Enova’s hybrid work model allows employees to work in the office T, W, and TH with the option to work from home on Monday and Friday.
