Sr. Mgr, Collections, Recovery & Outreach at ACCION OPPORTUNITY FUND COMMUNITY DEVELOPMENT

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Full Time

Start Date

Immediate

Expiry Date

22 Apr, 26

Salary

123780.0

Posted On

22 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Collections Strategies, Loss Mitigation, Recovery Workflows, Regulatory Requirements, Microsoft Office, Data Analysis, Communication Skills, Interpersonal Skills, Customer Engagement, Operational Excellence, Risk Management, Strategic Leadership, Performance Management, Cross-Functional Collaboration, Customer-Centric Practices, Problem Solving, Team Leadership

Industry

Financial Services

Description

THE ORGANIZATION: Accion Opportunity Fund is an unparalleled financial services non-profit that provides small business owners across the country with access to capital, networks, and coaching. We offer accessible options for these determined business owners. For over 30 years we have deployed over $1 billion in over 35,000 loans and served 4 million business owners with educational resources. Our client base is nearly 90% from underserved communities.   In addition to providing loans, educational resources and support networks to small businesses, we also conduct original research, advocate for policy changes, and finance community construction projects in low-income neighborhoods through our New Market Tax Credit program. AOF is on a journey to both scale our impact and become financially sustainable while offering access to responsible and affordable financial services. We're building a better system for underserved small businesses and a workplace where passionate problem-solvers, data-driven thinkers, and small business champions thrive. For more information about us, visit https://aofund.org/ [https://aofund.org/] ROLE SUMMARY: Reporting to the Chief Operations & Servicing Officer, the Sr. Manager Collections, Recovery Management, and Community Outreach is accountable for reducing credit losses and operational burden while preserving customer dignity and advancing AOF’s mission. This role leads end-to-end collections, recovery, and community outreach for AOF’s trucking borrower portfolio, with direct ownership of delinquency reduction, payment preservation, and loss prevention outcomes. This leader manages daily collections and recovery execution across onshore, offshore, and third-party teams, ensuring staffing models, workflows, and performance management directly support incentive objectives. Success is measured by sustained improvements in delinquency trends, fewer equipment returns, stronger liquidation results, and faster issue resolution. Community outreach is a core performance driver of the role. The Sr. Manager designs and leads proactive, high-touch engagement strategies for borrowers experiencing licensing, credentialing, or work-authorization disruptions. Through mass and targeted outreach, early risk identification, and borrower education, the role mitigates income disruption, promotes partial and structured payments during downtime, and reduces progression into 30/60/90-day delinquency. Verified licensing status, authorization timelines, and engagement history strengthen recoveries and reduce friction for lender teams. The role is responsible for advancing payment preservation and loss-avoidance strategies by recommending policy-compliant payment solutions, facilitating third-party vehicle operations or equipment sales when appropriate, and guiding voluntary surrenders. Close coordination on equipment condition, marketing, and buyer engagement ensures surrendered or repossessed assets are delivered in salable condition, minimizing charge-offs and repossession costs. Community engagement extends beyond collections activity. The Sr. Manager leads borrower education and outreach focused on safety, compliance, payment continuity, and long-term business stability. In-person support and trusted-partner engagement—where appropriate—reduce downtime, support continued earnings, and reinforce AOF’s commitment to borrower success. The Sr. Manager ensures all recovery activities meet regulatory requirements and internal standards, partners with Compliance, Legal, and Risk on audits and reviews, and proactively identifies portfolio and operational risks that could impact outcomes. Serving as a key cross-functional partner, the Sr. Manager provides clear, actionable portfolio insights to senior leadership and acts as a single point of accountability—reducing lender burden while delivering incentive-aligned results: lower delinquencies, fewer equipment returns, stronger early intervention, and sustainable recovery performance. JOB DUTIES AND RESPONSIBILITIES: Strategic Leadership * Build and execute strategic plans that improve portfolio performance, reduce credit losses, and ensure operational stability. * Develop forward-looking strategies that enhance recovery outcomes and support customers experiencing hardship. * Drive customer engagement, both directly, and with the help of AOF’s collections teams, with customers experiencing hardship. * Improve AOF’s customer intelligence and servicing records by procuring updated Commercial Driver’s License (CDL) expiration information, and terms of visa, citizenship, or other evidence of ability to lawfully work within the United States, as necessary. * Help to educate customers on their rights and obligations to work and drive within the United States. * Facilitate 3rd party vehicle sales, or contract vehicle operators, as appropriate to help borrowers make their required loan payments. * Maximize recovery efforts by ensuring repossessed or surrendered vehicles are presented in salable condition. Operational Excellence * Continuously evaluate and optimize workflows, policies, and quality controls. * Leverage technology, automation, segmentation, and analytics—including advanced use of Microsoft Excel and other Office tools—to improve efficiency, transparency, and liquidation rates. Regulatory Compliance * Ensure all collections and recovery activities meet federal, state, and local requirements, along with internal policies and risk standards. * Partner closely with Compliance, Legal, and Risk on audits, reviews, and regulatory expectations. Performance Management * Monitor and report on key portfolio metrics, including roll rates, cure rates, liquidation results, and agency performance. * Identify trends and develop action plans to improve operational outcomes, service quality, and customer experience. Cross-Functional Collaboration * Partner with Operations, Servicing, Credit Risk, Compliance, Legal, and third-party agencies to manage complex cases and align strategies. * Provide insightful portfolio and performance updates to senior leadership. Risk Management * Identify operational and portfolio risks early and implement solutions that strengthen controls and reduce credit exposure. Customer Engagement * Reinforce customer-centric collections practices that maintain dignity, support financial wellness, and protect AOF’s mission and reputation. * Additional responsibilities as assigned by Manager MUST HAVES: * Extensive experience with, and connections to, long haul trucking borrowers. * Workforce management experience (e.g., forecasting, scheduling, capacity planning, real-time management). * Proven ability to lead high-performing teams and manage both direct and outsourced staff effectively. * Strong understanding of collections strategies, loss mitigation, recovery workflows, and regulatory requirements. * High proficiency in Microsoft Office tools, especially Excel, Outlook, Teams, Word, and PowerPoint—with the ability to analyze data, build reports/models, and communicate insights clearly. * Excellent analytical and critical-thinking skills, with the ability to translate data into actionable decisions. * Proficiency with collections systems, CRM platforms, and performance management tools. * Strong communication and interpersonal skills with the ability to influence at all levels. * Sound judgment, common sense, and the ability to stay pragmatic and composed in dynamic environments. * Customer-first mindset grounded in ethics, empathy, and mission alignment. Note: A four-year degree is not required. We value practical experience, operational judgment, and critical thinking above formal academic credentials. NICE TO HAVES: * Experience implementing automation, digital contact strategies, or AI-enabled collections tools. * Industry certifications such as CCP, CCE, or related credentials. PERKS AND BENEFITS: Our mission is what motivates us to come to work each day. We know that happy employees are productive employees, which is why we offer a comprehensive benefits package that includes: * Competitive salary commensurate with experience. * An environment that values work-life balance and monthly remote work reimbursements. * 100% company-funded Medical, Dental, Vision, Life & Disability coverage for employees (Based upon your plan selection). 90% company-funded dependent coverage (Based upon your plan selection) as well as Flexible Spending Accounts. * Voluntary benefits with payroll deduction for Supplemental Life & AD&D insurance and legal plans. * 12 paid holidays, 1 floating paid holiday, 10 Sick days. We are an equal opportunity employer and committed to improving diversity, equity, and inclusion at Accion Opportunity Fund. AOF does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor. Salary Range: $91,544 - $123,780 *Please note that the above salary range is a national range, and compensation is dependent upon the candidate’s experience and skill level.

Responsibilities

The Sr. Manager is responsible for leading collections, recovery, and community outreach for AOF’s trucking borrower portfolio, focusing on reducing credit losses while preserving customer dignity. This includes managing daily collections execution and designing proactive engagement strategies for borrowers facing disruptions.