Collections Manager

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About the role

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed.  We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One. Job Description Manages the collection activities for various areas within the organization as assigned, such as bank cards, loss recovery, commercial accounts, etc. Manage the day-to-day operations of the Third-Party collection vendors to ensure performance and compliance within performance expectations. Manages the review and handling of Third-Party vendor reporting to ensure the vendors are operating in accordance with U.S. Bank requirements.  Manage Call Center teams performing inbound and outbound call center activities for specialized call groups servicing special handling and escalated calls.  Leads team-building initiatives, employee development, coaching, engagement, and recognition efforts to foster a high-performing and collaborative work environment. Manages call reviews and analysis of calls and feedback to leadership on escalated call trends, errors and proposed process solutions. Oversees reporting, performance measurement, and data tracking activities, including monitoring key performance indicators (KPIs), vendor scorecards, call center metrics, productivity trends, and operational results. Utilizes reporting and analytics to identify opportunities, support decision-making, and drive continuous improvement initiatives. Manages staffing availability and phone metrics to ensure call center team meets production requirements.  Manage call reviews and analysis of calls for servicing errors. Position ensures compliance with applicable internal policies and procedures and regulatory requirements. The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days. Basic Qualifications - Bachelor's degree, or equivalent work experience - Five to eight years of experience in collections and financial services industry - Two or more years of management/supervisory experience Preferred Skills/Experience - Thorough knowledge of loan collection techniques, policies, procedures, and principles of credit lending - Strong understanding of collection laws and regulations - Thorough knowledge of consumer, residential, commercial and/or dealer originated installment lending as applicable - Basic knowledge of on-line collection systems - Thorough knowledge of general organizational operations and procedures - Strong planning and organizational skills - Good managerial skills - Ability to resolve moderate problems with minimal guidance - Excellent verbal and written communication skills If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our  disability accommodations for applicants . Benefits:   Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following: • Healthcare (medical, dental, vision) • Basic term and optional term life insurance • Short-term and long-term disability • Pregnancy disability and parental leave • 401(k) and employer-

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