Senior Recoveries Performance Manager

Company Overview

Job Overview

Join our expanding team at QuickBooks Capital as a Collections Operations Manager, where you’ll play a key role in the Servicing and Collections team dedicated to the Business Credit Card product. We're seeking a versatile and detail-oriented professional who is passionate about optimizing our collections strategies and operations. This position is perfect for someone who flourishes in dynamic environments, possesses a comprehensive understanding of collections processes, and is proactive in addressing challenges across systems, processes, vendors, and data.

Responsibilities

• Support the entire collections lifecycle for Business Credit Card customers, from early delinquency to charge-off
• Collaborate seamlessly with internal teams and external vendors to ensure accurate, timely, and compliant execution of collections activities
• Monitor performance metrics and operational workflows, identify areas of improvement, and partner with leadership to implement effective solutions
• Serve as a key point of contact between the collections team, platform/product teams, and third-party agencies, facilitating issue resolution and process optimization
• Develop and maintain operational playbooks, workflows, and quality assurance controls
• Partner with Compliance and Legal teams to ensure all activities conform to regulatory and internal policy standards
• Provide supportive system-level tools in Salesforce, collections instruments, and payment platforms (eg, troubleshooting, change requests, UAT testing)
• Contribute to the creation of reports and insights concerning collections performance and risk trends

Qualifications

• 3–5+ years of experience in collections operations, with a preference for experience in credit card or small business lending
• Profound knowledge of collections strategies, tools, and regulatory frameworks (eg, FDCPA, UDAAP)
• Demonstrated ability to work collaboratively across internal departments and with external partners
• Strong analytical capabilities and comfort utilizing data to identify issues and inform decisions
• High attention to detail with the aptitude to manage multiple priorities in a fast-paced environment

Preferred:

• Experience with Salesforce, payment gateways, and dialer platforms
• An understanding of small business customer needs and behaviors within the financial services sector
• A history of supporting both internal collections teams and coordinating with third-party agencies

Join our team to significantly impact our growing QuickBooks Capital division, enhancing our ability to serve and support our Business Credit Card customers effectively.