Collection Manager Job at Robert Half (Arlington Heights)

Job Description

We are looking for an experienced Collection Manager to lead mortgage servicing collections operations in the Northwest Suburbs Illinois. This role will guide delinquency management efforts, strengthen borrower outreach strategies, and ensure service delivery meets regulatory, investor, and client expectations. The ideal candidate brings strong leadership skills, a deep understanding of mortgage collections, and a track record of improving team performance, compliance, and operational results.

Job Responsibility

Lead day-to-day mortgage collections activities across servicing portfolios, with a focus on reducing delinquency levels and meeting performance targets
Direct borrower contact strategies, account resolution efforts, and referral workflows to support effective delinquency management and positive customer outcomes
Maintain adherence to applicable federal and state collection laws, investor requirements, bankruptcy standards, and client obligations throughout department operations
Prepare the team and supporting documentation for internal reviews, client audits, regulatory examinations, and other compliance assessments
Oversee call quality programs to promote compliant communication, strong service standards, and a thorough borrower experience
Evaluate escalated cases and quality findings to uncover coaching needs and implement practical process improvements
Set departmental goals and monitor daily, weekly, and monthly results while providing guidance, feedback, and development for team members
Partner with Loss Mitigation, Bankruptcy, Foreclosure, and Customer Service teams to resolve complex borrower issues and support broader servicing initiatives
Identify opportunities to improve workflows, reporting, dialer usage, automation, and related tools to increase efficiency and strengthen operational controls

Requirements

At least 5 years of experience in mortgage servicing collections, including exposure to foreclosure, bankruptcy, loan modification, and call center operations
At least 5 years of leadership experience with direct responsibility for managing and developing staff
College degree or an equivalent combination of education and relevant experience
Strong knowledge of consumer collection regulations at the federal and state level, along with investor and client servicing standards
Working knowledge of mortgage servicing practices related to delinquent and non-performing loans
Proficiency with Microsoft Office applications, including the ability to use reporting and documentation tools effectively
Demonstrated ability to analyze performance metrics, manage compliance expectations, and drive process improvements in a collections environment

What we offer

Medical
vision
dental
life and disability insurance
401(k) plan

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