CarHop is hiring a Collections Manager for our Colorado District based out of the Denver area.

JOB SUMMARY:

The Collection Manager is responsible for leading, developing, and supporting Account Managers across the district to drive strong collection performance, ensure consistent execution of company processes, and achieve key business objectives.

This role requires a driven, persistent, solution focused leader, hands-on coach with the ability to build a high-performing team capable of improving recency, reducing delinquency, minimizing charge-offs, and delivering excellent customer experiences.

The Collection Manager oversees daily operational execution, monitors critical performance metrics, ensures full compliance with all company policies and regulatory requirements, and partners with leadership to address challenges and implement improvement plans. Additionally, the position supports recruiting, onboarding, and staff planning to maintain effective staffing levels and foster continuous professional development within the district. Significant travel within district required (demo provided).

ACCOUNTABILITIES:

Training & Staff Development

Coach, train, and develop Managers and Account Managers to improve recency, reduce delinquency, and minimize charge-offs.

Reinforce the collections call model

Conduct weekly 1:1 coaching sessions

Perform side-by-side observations and live call monitoring regularly.

Strengthen skills in phone communication, time management, account management, and customer interaction.

Support Branch Managers by reviewing key productivity metrics, guiding effective scheduling and productivity management, and teaching proper list and calling techniques.

Performance Management

Monitor and review Account Manager performance compared to goals at the district, store, and individual levels.

Continually evaluate key metrics

Review store-level effectiveness, including promo-list execution and store CRR.

Operational Monitoring & Compliance

Enforce company policies, procedures, and all state/federal regulatory requirements.

Review scheduling, punctuality, breaks and overtime for collection staff.

Evaluate daily production and performance reports and develop action plans as needed.

Conduct quality audits and random call monitoring for service, effectiveness, and compliance.

Monitor new-hire progress, ensuring successful onboarding

Enforce performance expectations, policy and any HR-related issues.

Partner with Branch Managers to address any performance gaps and develop improvement plans.

Recruiting & Staffing

Oversee interviewing, selecting, and onboarding new Account Managers.

Monitor staffing levels and recommend adjustments based on business needs.

Develop staff to senior roles

Administrative Leadership

Plan and lead weekly district-wide training or conference calls with updates and weekly training topics.

Assist in resolving customer complaints or support Branch Managers in doing so.

Maintain updated staffing plans and document anticipated needs weekly.

Additional Responsibilities

Create and follow a rotating, visit schedule to ensure coverage of all stores, including rotating Friday visits.

Other duties as assigned.

QUALIFICATIONS:

Education

This position requires a high school diploma or equivalent education.

Experience

Three (3) or more years of supervisory/management experience preferred

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, creed, age, sex, national origin, ancestry, marital status, familial status, pregnancy, disability (including those related to pregnancy or childbirth), military or veteran status, membership or non-membership in a labor organization, sexual orientation, gender identification, genetic information, status with regard to public assistance, or any other characteristic or activity protected under federal, state, or local law.