Collections Manager

SUMMARY:
The Collections Manager in an EdTech environment is responsible for overseeing the accounts receivable and collections process, ensuring timely recovery of outstanding student and institutional payments, and implementing strategies to optimize collections efficiency at scale. This role involves managing a large team of collection specialists, tracking key performance metrics, and ensuring compliance with financial regulations and ethical collection practices.
As a leader in the education technology sector, the Collections Manager will play a crucial role in minimizing bad debt, improving payment compliance among students, schools, and enterprise partners, and maintaining strong relationships while upholding financial accountability

POSITION INFO:

Key Responsibilities:

Strategic Collections Management (35%)

• Develop and implement scalable collections strategies tailored for student payments, institutional billing, and enterprise accounts.
• Optimize digital payment recovery processes through automation and AI-driven collections tools.
• Identify trends in delinquent accounts and design proactive recovery strategies.
• Balance customer experience with revenue recovery to maintain positive brand reputation.

Team Leadership & Development (25%)

• Supervise and mentor a large collections team, ensuring high performance and engagement.
• Develop training programs to enhance negotiation, compliance, and conflict-resolution skills.
• Establish performance metrics and implement incentive programs to drive results.
• Foster a culture of accountability and continuous improvement within the team.

Performance Monitoring & Reporting (20%)

• Track and analyze collections performance metrics, including recovery rates and efficiency KPIs.
• Prepare and present regular reports to finance and executive leadership.
• Implement and enhance dashboards for real-time collections tracking.
• Utilize predictive analytics to forecast collections trends and adjust strategies accordingly.

Compliance & Risk Management (10%)

• Ensure adherence to financial regulations, including FERPA, FDCPA, and consumer protection laws in student collections.
• Collaborate with legal teams to manage high-risk accounts and escalate as necessary.
• Maintain transparent documentation of collections processes and ensure ethical standards are met.

Stakeholder Communication & Escalation Management (10%)

• Serve as the primary escalation point for complex collections cases.
• Work closely with finance, customer success, and legal teams to resolve payment disputes.
• Build relationships with schools, institutions, and corporate partners to streamline bulk payment processing.
• Engage with technology teams to integrate AI and automation solutions for enhanced efficiency.

Qualifications:

• Bachelor’s degree in Business Administration, Finance, Accounting, or a related field. MBA preferred.
• Minimum 7+ years of experience in a high-volume collections management role, preferably in EdTech, SaaS, or consumer finance.
• Proven ability to lead large teams (30+ employees) across multiple locations or remote environments.
• Experience with automated collections systems, CRM tools, and financial reporting platforms.
• Strong understanding of student financing, institutional billing, and corporate payment structures.
• Expertise in negotiation, conflict resolution, and customer relationship management.
• Strong analytical and strategic thinking skills.

Requirements:

• Ability to handle high-pressure collection targets while maintaining positive client relationships.
• Experience in AI-driven and automated collections strategies.
• Knowledge of legal compliance regarding student and institutional payments.
• Excellent leadership, communication, and interpersonal skills.
• Strong organizational skills with the ability to manage high transaction volumes efficiently.

Key Performance Areas (KPAs):

1. Collections Strategy & Execution (35%)
2. Team Management & Development (25%)
3. Performance Monitoring & Reporting (20%)
4. Compliance & Risk Management (10%)
5. Stakeholder Communication & Escalation Management (10%)

Key Performance Indicators (KPIs) & Metrics:

• Collections Recovery Rate: Percentage of overdue accounts collected within a specified timeframe.
• Efficiency of Collections Process: Reduction in average collection time through automation and AI tools.
• Team Performance & Engagement: Employee satisfaction scores, retention rates, and training completion metrics.
• Compliance Adherence: Percentage of collections in full legal and regulatory compliance.
• Escalation Resolution Efficiency: Resolution time for escalated collections cases, targeting a 48-hour SLA.