Collections Manager
Prime Recovery LLC — Tonawanda, NY
Full-Time | In Person
Compensation: Base salary, plus performance-based bonus compensation.
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Prime Recovery LLC is seeking an experienced, hands-on Director of Collections to help build and lead our in-house collections office in Tonawanda, New York.
This is not a maintenance role. We are looking for someone who can step into a growing operation and help build a productive collection floor from the ground up. The right candidate will work directly with ownership to recruit, train, manage, and develop a team of collectors while creating the structure, standards, and culture needed for long-term success.
This position is ideal for someone with real third-party collection agency management experience who wants the opportunity to build something, lead a team, and be rewarded based on performance.
Position Overview
The Director of Collections will be responsible for building and managing an in-house team of collectors, with the goal of scaling the office over time.
This person must be comfortable recruiting talent, training new hires, monitoring daily production, coaching collectors, enforcing compliance standards, and working closely with ownership on strategy and growth.
We are looking for a leader who understands collection floor performance, collector accountability, compliance, call quality, payment conversions, and the daily discipline required to run a successful agency operation.
Key Responsibilities
- Recruit, interview, hire, train, and develop collection staff
- Build and manage an in-office collection team from the ground up
- Oversee day-to-day collection activity and collector performance
- Establish daily workflows, call expectations, performance standards, and accountability systems
- Train collectors on effective, compliant collection techniques
- Monitor calls, review results, coach staff, and address performance issues
- Set and track KPIs, including contacts, promises, payments, conversions, and revenue performance
- Work directly with ownership on staffing, production goals, office structure, and growth strategy
- Maintain a professional, compliant, and performance-driven office culture
- Ensure all collection activity complies with applicable federal and state laws and company policies
- Identify areas for improvement and implement practical solutions to increase production
Required Qualifications
- 2–5+ years of management experience in a third-party debt collection agency
- Proven ability to lead collectors and improve collection performance
- Experience recruiting, training, coaching, and managing collection staff
- Strong understanding of FDCPA compliance and collection industry standards
- Ability to build structure, enforce accountability, and manage daily production
- Strong leadership, communication, and problem-solving skills
- Professional, organized, and comfortable working directly with company ownership
- Must be able to work in person at our Tonawanda, NY office
- Industry references required
Preferred Qualifications
- Experience helping build or expand a collection floor
- Existing network of experienced collectors or collection industry contacts
- Experience managing both new and experienced collectors
- Familiarity with collection software, dialers, payment portals, call monitoring, and performance reporting
- Ability to create training materials, scripts, workflows, and collector development plans
Compensation
This position includes a competitive base salary, depending on experience, with significant performance-based bonus opportunities tied to the success and growth of the office.
For the right candidate, this is an opportunity to take ownership of a growing in-house operation and participate in the upside created by the team they help build and manage.
To Apply
Please submit your resume and professional references to:
[email protected]
Only qualified candidates with relevant collection agency management experience will be contacted.
Job Type: Full-time
Work Location: In person
Location: Tonawanda, NY 14150
Ability to Commute: Tonawanda, NY 14150 required
Ability to Relocate: Tonawanda, NY 14150 before starting work preferred
Work Location: In person
