Associate Manager - Team Manager

As a Team Manager supporting the PNC program, you will lead a team of collection specialists across Consumer, Mortgage & Recovery & verticals. This role is responsible for driving operational performance, customer experience, compliance adherence, and employee development while ensuring alignment with client expectations and business goals.

Key responsibilities include

• Lead, coach, and develop team members to achieve performance, productivity, quality, and recovery goals.
• Monitor operational metrics such as RPC, Promise-to-Pay, delinquency, recovery rates, productivity, and quality performance.
• Review and communicate daily, weekly, and monthly business results with the team.
• Manage attendance, staffing plans, schedules, workload balancing, and queue assignments.
• Support escalations and assist agents with complex customer situations, including hardship requests, disputes, fraud concerns, bankruptcy, and legal escalations.
• Ensure compliance with all client, investor, and regulatory requirements including FDCPA, CFPB, GLBA, TCPA, RESPA, and FCRA guidelines.
• Conduct audits, documentation reviews, compliance validations, and ensure completion of required certifications and attestations.
• Partner with Workforce Management, Training, Quality and Operations leadership to support business objectives and process improvements.
• Participate in calibrations, business reviews, operational meetings, and client discussions as needed.
• Ensure accurate reporting, documentation, and system updates across all operational processes.

Our most successful candidates will have: 

• Minimum 1 year of leadership or supervisory experience in collections, banking, financial services, mortgage servicing, recovery, or related operations.
• English B2 skills
• Strong analytical skills with the ability to interpret data, identify trends, and implement action plans.
• Proven leadership, coaching, and employee development capabilities.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills with the ability to manage multiple priorities.
• Ability to work in a fast-paced, performance-driven environment.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
• Experience handling escalations, operational reporting, and compliance-related processes preferred.
• Knowledge of collections regulations and customer service best practices preferred.

Preferred experience in one or more of the following areas

• Auto loans
• Credit cards 
• PLOC UIL
• DDA
• Mortgage servicing
• Home Equity
• Skip tracing and asset search
• Recovery negotiation strategies

Systems Knowledge

Experience with platforms such as Fiserv, FACS, Genesys, TSYS, Shaw, or similar systems is a plus.