Collections Manager

Company Description

Neu Money is dedicated to creating a fair, inclusive, and transparent approach to building credit and fostering financial growth. We aim to empower individuals who are newcomers, rebuilding after setbacks, or underserved by traditional financial systems. Supported by a diverse and flexible global team, our mission is to deliver innovative financial tools that help people achieve stability and opportunity. At Neu Money, we believe responsible credit-building should be an opportunity, not an obstacle, and we are committed to reshaping the financial landscape.

Role Description

Responsibilities:

• Be direct manager for team of five collections agents
• Listen to calls and provide training for these agents
• Help manage agent scripting, including writing and obtaining approval for new scripts
• Act as escalations point for customers wanting to talk to a manager (handling complex customer situations)
• Drive initiatives improving conversion rate (pickup-to-payment) - KPI will be agent performance
• Own contact strategy and manage autodialer day-to-day

Experience:

• 6-10 years in United States financial collections (credit card experience preferred)
• 3-5 years managing teams (manager, team lead, or similar)
• Experience owning business processes like:
• Script development and approval
• Dialer configuration/agent portal optimization
• Contact strategy
• Agent performance
• Familiarity with US collections compliance practices

Other:

• Must work US hours
• Must be in office in Sector V, Salt lake, Kolkata