Collection Manager

Description

Knoxville, TN

Full Time On Site

General Purpose of Job

Make a Meaningful Impact in Student Loan Repayment

The Collection Manager plays a critical leadership role in improving student loan repayment outcomes and helping borrowers successfully navigate their financial obligations. This position is responsible for monitoring portfolio performance, preventing delinquency and default, and continuously improving collection and outreach strategies through data-driven insights, automation, and cross-functional collaboration.

In this role, you will lead borrower communication efforts across multiple channels, evaluate and enhance existing default prevention initiatives, and partner closely with internal teams to drive operational excellence and compliance. The ideal candidate brings strong analytical skills, a proactive mindset, and a passion for improving the customer experience while meeting regulatory and performance expectations.

You will work collaboratively with Client Relations Leadership, Workforce Management, E-Business, Fiserv, FSA, Compliance, and other key partners to ensure alignment, efficiency, and positive borrower outcomes.

Key Responsibilities

Portfolio & Performance Management
\t*\tMonitor and analyze student loan portfolio performance, identifying trends, risks, and opportunities for improvement.
\t*\tTrack and manage loan delinquencies, with a focus on early-stage intervention to prevent escalation and default.
\t*\tDevelop, implement, and evaluate default prevention and delinquency management strategies.
\t*\tEstablish, track, and report on KPIs and success metrics in partnership with leadership.

Borrower Engagement & Outreach
\t*\tOversee borrower communication strategies across phone, email, text, and other outreach channels.
\t*\tEnsure borrowers are informed about loan status, repayment options, and available resources.
\t*\tOptimize dialer strategies to improve contact rates, handle time, and overall engagement while remaining compliant with all regulations.

Process Improvement & Innovation
\t*\tEvaluate existing workflows and identify opportunities for efficiency, automation, and improved execution.
\t*\tDevelop and maintain process flows, procedures, and dialer-related reporting.
\t*\tLeverage subject matter expertise to implement new tools, methods, or enhancements that improve performance and compliance.

Reporting & Analytics
\t*\tCreate and maintain dashboards and reports to track portfolio health, borrower engagement, and default prevention outcomes.
\t*\tAnalyze data to support strategic decisions and operational improvements.

Compliance & Cross-Functional Collaboration
\t*\tEnsure all collection, outreach, and skip tracing activities comply with federal guidelines, USDS regulations, and internal policies.
\t*\tStay current on CLASS/CARES enhancements, regulatory changes, and best practices.
\t*\tPartner with cross-functional teams including Client Relations Leadership, Workforce Management, E-Business, Fiserv, FSA, and Compliance.
\t*\tReview and respond to client and internal department requests as needed.

Leadership & Professional Expectations
\t*\tMaintain a positive, professional work environment through effective communication and collaboration.
\t*\tAttend meetings, provide updates, and proactively recommend strategies to improve team and individual performance.
\t*\tMaintain confidentiality and adhere to the Edfinancial Employee Handbook and company standards.
\t*\tComplete required system documentation accurately and efficiently.
\t*\tPerform other duties as assigned.

Requirements

Educational Requirements

• Bachelor's Degree Preferred

Computer Skills

• Data Entry
• Customer Service
• Excel

Additional Requirements:

• Excellent oral, grammatical, written, and multi-tasking skills.