LEAD A HIGH-PERFORMING COLLECTIONS TEAM IN DALTON, GA!First American Title Lending is seeking an experienced
Collections Call Center Manager to lead our customer contact and collections team at our onsite location in Dalton, GA. This role combines leadership, coaching, training, quality assurance, and collections strategy in a fast-paced call center environment.
If you enjoy developing people, improving processes, and driving results while maintaining a strong focus on customer service and professionalism, we want to hear from you.
WHAT YOU WILL DO:In this role, you will oversee daily collections operations while developing training programs that help team members succeed. You will monitor customer interactions, review documentation, identify trends, and implement coaching strategies that improve performance and the customer experience.
Responsibilities include:
- Managing and coaching collections agents
- Developing training materials, scripts, role-playing exercises, and job aids
- Monitoring calls, notes, and customer interactions for quality assurance
- Reviewing aging accounts and helping drive collection strategies
- Ensuring proper documentation and process compliance
- Identifying trends and implementing process improvements
- Assisting with collection efforts on past-due accounts
- Helping the team achieve and exceed performance goals
WHAT YOU NEED:We are looking for a leader with:
- 3-5 years of experience in collections management, call center leadership, training, or a related field
- Experience in collections, consumer lending, mortgage, sub-prime lending, rent-to-own, or related industries
- Strong coaching, leadership, and communication skills
- Experience with Microsoft Office, point-of-sale systems, and auto dialer systems
- Strong analytical, organizational, and problem-solving abilities
- Spanish/English bilingual skills are a plus
Core hours are Monday through Friday from 8:00 AM to 6:00 PM, with occasional Saturdays from 9:00 AM to 2:00 PM.
COMPENSATION & BENEFITS:Anticipated total compensation, including bonus opportunities, is
$75,000-$90,000 per year, depending on achievement of monthly bonus goals.
Benefits include:
- Paid time off and paid holidays
- Medical, dental, and vision insurance
- Company-paid life insurance
- Company-paid disability insurance
- 401(k) with company match up to 4%
