About Us

We are looking for an experienced Collections Agency Manager to help build and lead our operations from the ground up. This is a great opportunity for a hands-on leader who wants to shape a growing team and set the tone for a brand-new office.

Job Summary
The Collections Agency Manager will oversee daily collections operations, manage and coach a team of collections agents, ensure compliance with all applicable laws (FDCPA, state regulations, etc.), and drive performance toward recovery and revenue targets. As this is a new agency, the ideal candidate is comfortable setting up processes, training staff, and wearing multiple hats early on.

Key Responsibilities

Team Leadership & People Management

- Directly manage a remote team of collections agents, including day-to-day supervision, coaching, and performance reviews
- Set clear individual and team goals; conduct regular 1:1s to track progress and address performance gaps
- Recruit, interview, hire, and onboard recent collections agents as the team scales
- Build and deliver training programs covering call scripts, compliance, negotiation tactics, and CRM/software usage
- Create and manage work schedules across a remote team, ensuring adequate coverage and accountability
- Handle disciplinary actions, performance improvement plans, and terminations when necessary
- Foster team morale and engagement in a fully remote environment (virtual check-ins, team meetings, recognition programs)
- Act as the point of escalation for agent questions, conflicts, and complex account issues

Operations & Performance

- Oversee day-to-day collections operations and workflow across the remote team
- Set and monitor KPIs and performance metrics (recovery rates, call volume, right-party contacts, productivity)
- Analyze performance data and adjust strategies, scripts, or staffing to hit recovery targets
- Prepare and present regular performance and recovery reports to ownership/leadership
- Identify, implement,



and manage collections software/CRM and remote-work tools (dialers, call monitoring, time tracking)

Compliance & Process

- Ensure full compliance with FDCPA, TCPA, and applicable state/local collections regulations across all remote agents
- Develop and implement collections policies, procedures, and call scripts appropriate for a new, growing agency
- Monitor calls and accounts for compliance and quality assurance
- Handle escalated disputes, complaints, and complex or high-value accounts

Client & Business Coordination

- Coordinate with clients or creditors on account status, strategy, and reporting
- Support ownership in building out agency infrastructure, policies, and remote-work best practices as the business scales
- Manage staffing budgets, schedules, and payroll input for the team

Requirements

- Minimum 2 years of people management experience, ideally leading a collections or call center team
- Experience in collections operations (recovery strategy, negotiation, account handling)
- Strong knowledge of FDCPA, TCPA, and relevant state collections laws
- Proven track record of hiring, training, and developing agents to meet performance targets
- Demonstrated experience managing a remote or distributed team
- Excellent leadership, coaching, and conflict-resolution skills
- Strong communication, negotiation, and written reporting skills
- Experience with collections software/CRM systems and remote work tools (dialers, video conferencing, time-tracking)
- Self-motivated and comfortable working independently in a remote, fast-paced startup-style environment
- Reliable home office setup with strong internet connection
- High school diploma required; Associate's/Bachelor's degree preferred

Preferred Qualifications

- Experience opening or scaling a new collections office/agency, especially remote-first
- Experience managing agents across multiple time zones
- Bilingual (a plus, depending on region)
- Familiarity with skip tracing and dispute resolution processes

Pay: $25.00-$27.00 per hour

Work Location: Remote

📌 Collections Agency Manager (Canada)
🏢 HRXConnect
📍 Canada