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Job description
LEAD A HIGH-PERFORMING COLLECTIONS TEAM IN DALTON, GA!
First American Title Lending is seeking an experienced Collections Call Center Manager to lead our customer contact and collections team at our onsite location in Dalton, GA. This role combines leadership, coaching, training, quality assurance, and collections strategy in a fast-paced call center environment.
If you enjoy developing people, improving processes, and driving results while maintaining a strong focus on customer service and professionalism, we want to hear from you.
What You Will Do
In this role, you will oversee daily collections operations while developing training programs that help team members succeed. You will monitor customer interactions, review documentation, identify trends, and implement coaching strategies that improve performance and the customer experience.
Responsibilities Include
Managing and coaching collections agents
Developing training materials, scripts, role-playing exercises, and job aids
Monitoring calls, notes, and customer interactions for quality assurance
Reviewing aging accounts and helping drive collection strategies
Ensuring proper documentation and process compliance
Identifying trends and implementing process improvements
Assisting with collection efforts on past-due accounts
Helping the team achieve and exceed performance goals
What You Need
We are looking for a leader with:
3-5 years of experience in collections management, call center leadership, training, or a related field
Experience in collections, consumer lending, mortgage, sub-prime lending, rent-to-own, or related industries
Strong coaching, leadership, and communication skills
Experience with Microsoft Office, point-of-sale systems, and auto dialer systems
Strong analytical, organizational, and problem-solving abilities
Spanish/English bilingual skills are a plus
Core hours are Monday through Friday from 8:00 AM to 6:00 PM, with occasional Saturdays from 9:00 AM to 2:00 PM.
Compensation & Benefits
Anticipated total compensation, including bonus opportunities, is $75,000-$90,000 per year, depending on achievement of monthly bonus goals.
Benefits Include
Paid time off and paid holidays
Medical, dental, and vision insurance
Company-paid life insurance
Company-paid disability insurance
401(k) with company match up to 4%
About First American Title Lending
Since 2006, First American Title Lending has been committed to helping customers navigate unexpected financial situations with dependable service, competitive rates, and a customer experience built on trust, professionalism, and respect. We believe that how we treat people matters, and our guiding principles of Respect, Integrity, Honesty, Courtesy, and Excellence shape everything we do.
We are proud to support the communities we serve through our partnership with ACTS Outreach Ministries and other charitable organizations that provide hope and resources locally and beyond. At First American Title Lending, our team members have the opportunity to make a meaningful impact every day while building rewarding careers in a supportive, team-oriented environment.
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Worksite address
dalton, GA, 30722, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.