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Accion Opportunity Fund · 1 month ago

Sr. Manager, Collections & Recovery

Commerce, City of Commerce, CA, US

Full-time

Hybrid

Mid, Senior Level

$92K/yr - $124K/yr

Accion Opportunity Fund is a financial services non-profit dedicated to providing small business owners with access to capital and support. The Senior Operations Manager will lead and optimize collections and recovery operations, ensuring strong recovery outcomes while enhancing customer experience.

FinanceFinancial ServicesNon Profit

Work & Life Balance

Responsibilities

Build and execute strategic plans that improve portfolio performance, reduce credit losses, and ensure operational stability

Develop forward-looking strategies that enhance recovery outcomes and support customers experiencing hardship

Lead, coach, and elevate a team of collections and recovery professionals, including in-house staff and outsourced agency partners

Foster a culture of accountability, continuous improvement, and mission-driven customer support

Oversee workforce management processes, including scheduling, forecasting, staffing models, and real-time adherence

Ensure staffing, capacity, and performance are aligned with contact strategy, service levels, and recovery goals

Use data to anticipate volume trends, allocate resources, and adjust strategies to maximize productivity

Continuously evaluate and optimize workflows, policies, and quality controls

Leverage technology, automation, segmentation, and analytics—including advanced use of Microsoft Excel and other Office tools—to improve efficiency, transparency, and liquidation rates

Ensure all collections and recovery activities meet federal, state, and local requirements, along with internal policies and risk standards

Partner closely with Compliance, Legal, and Risk on audits, reviews, and regulatory expectations

Monitor and report on key portfolio metrics, including roll rates, cure rates, liquidation results, and agency performance

Identify trends and develop action plans to improve operational outcomes, service quality, and customer experience

Partner with Operations, Servicing, Credit Risk, Compliance, Legal, and third-party agencies to manage complex cases and align strategies

Provide insightful portfolio and performance updates to senior leadership

Identify operational and portfolio risks early and implement solutions that strengthen controls and reduce credit exposure

Reinforce customer-centric collections practices that maintain dignity, support financial wellness, and protect AOF’s mission and reputation

Additional responsibilities as assigned by Manager

Qualification

Collections managementWorkforce managementMicrosoft ExcelData analysisRegulatory compliancePerformance managementCustomer engagementAnalytical skillsOperational judgmentEthicsEmpathySound judgmentCommon senseTeam leadershipCommunication skillsCritical thinkingInterpersonal skillsAdaptability

Required

Extensive experience in collections and recovery management within commercial, small business, and/or equipment finance lending

Workforce management experience (e.g., forecasting, scheduling, capacity planning, real-time management)

Proven ability to lead high-performing teams and manage both direct and outsourced staff effectively

Strong understanding of collections strategies, loss mitigation, recovery workflows, and regulatory requirements

High proficiency in Microsoft Office tools—especially Excel, Outlook, Teams, Word, and PowerPoint—with the ability to analyze data, build reports/models, and communicate insights clearly

Excellent analytical and critical-thinking skills, with the ability to translate data into actionable decisions

Proficiency with collections systems, CRM platforms, and performance management tools

Strong communication and interpersonal skills with the ability to influence at all levels

Sound judgment, common sense, and the ability to stay pragmatic and composed in dynamic environments

Customer-first mindset grounded in ethics, empathy, and mission alignment

Based in (or willing to relocate to) Commerce, CA

Preferred

Experience implementing automation, digital contact strategies, or AI-enabled collections tools

Industry certifications such as CCP, CCE, or related credentials

Benefits

Competitive salary commensurate with experience.

An environment that values work-life balance and monthly remote work reimbursements.

100% company-funded Medical, Dental, Vision, Life & Disability coverage for employees (Based upon your plan selection). 90% company-funded dependent coverage (Based upon your plan selection) as well as Flexible Spending Accounts.

Voluntary benefits with payroll deduction for Supplemental Life & AD&D insurance and legal plans.

Tax deferred & Roth 403(b) Retirement Plan with employer match.

Unlimited paid vacation days, 12 paid holidays, 1 floating paid holiday, 10 Sick days, and paid parental leave.