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Buffalo, New York

Collections Manager


Job ID 24REQ-05290

About Navient
Navient, (Nasdaq: NAVI)
and subsidiary companies, provide technology-enabled education finance and business processing solutions that simplify complex programs and help millions of people achieve success. Our customer-focused, data-driven services deliver exceptional results for clients in education, healthcare, and government. Learn more at

Pioneer Credit Recovery, Inc.® (Pioneer) is a national leader in the collection industry providing collection services on defaulted debt. Headquartered in New York, Pioneer employs more than 1,000 professionals and is the largest private sector employer in Wyoming County, New York. Pioneer also has offices located in New Jersey. Pioneer maintains partnerships with federal and state clients as well as guarantee agencies. Pioneer provides its clients with quality results, experience, leadership, and technology, including state-of-the art infrastructure, telecommunications, and collections systems, ensuring the best the industry has to offer.


The unit collections manager is responsible for a team revenue target. Oversees an assigned business unit and ensures staff compliance with policies, procedures, laws and regulations. This includes planning, training, motivating, evaluating, analyzing, preparing monthly report cards and directing a team while ensuring compliance with the FDCPA and achieving maximum collection results for the company and its clients.

Minimum Salary $58,458.40

This position is expected to start in October 2024.

Essential Job Functions:

Achieve assigned unit goals                                                                                                               

  • Assist with 2nd talk-offs and resolve debtor complaints.
  • Set daily production goals for team and staff.
  • Ensure staff adheres to company policies and procedures.
  • Enforce company policies consistently.
  • Coach and counsel fairly and consistently
  • Schedule staff to insure coverage.
  • Review timesheets for approval/denial
  • Review leave requests for approval/denial
  • Maintain accurate record keeping for all assigned staff.
  • Develop collector agenda and ensure collectors are following it

Training and Development                                                                                                                

  • Conduct weekly staff meetings to discuss complaint prevention and training topics.
  • Provide effective, useful feedback to collectors by reviewing files and promise sheets.
  • Counsel collectors and if necessary, carry out corrective action
  • Conduct performance reviews / report cards
  • Cross train to ensure effective operations.

Analyses and Reporting                                                                                                                     

  • Provide accurate projections and forecasts for team.                        
  • Track collector progress daily and provide any information requested by management.
  • Maintain NSF log.
  • Track competitive contracts.
  • Process bonus calculation sheets

Interviewing and Selection                                                                                        

  • Conduct interviews for collector positions following all state and federal guidelines.
  • Select qualified candidates for collector and supervisor positions with guidance from Sr. Collections Manager                                                                                                                     


  • Review collector files to assure accounts are being worked within company, client, state regulations, and federal regulations.
  • When necessary, monitor collector phone calls to ensure compliance.
  • Conduct training sessions to review company and client requirements as well as State and Federal


  • Some College Courses in Business, Finance, Management, or related field (additional equivalent experience above the required minimum may substitute)
  • A minimum of one year of collection experience and/or bank experience preferably in default prevention, two years preferred. 
  • Minimum of six months of supervisory experience preferred.
  • Leadership experience.
  • Knowledge of the FDCPA
  • ACA Collector Certificate preferred.
  • PC experience in a windows environment
  • Knowledge of Microsoft Office products


  • Third party collection experience preferred.
  • Knowledge of student loan industry preferred.
  • Working knowledge of federal, state and local law, regulations and rules concerning collections (FDCPA, Privacy Act, FCRA)
  • Excellent leadership and motivation skills
  • Ability to supervise the work of others.
  • Demonstrate effective decision-making skills.
  • Excellent mathematical and analytical skills
  • Effective written and verbal communication skills
  • Ability to meet aggressive daily, weekly, and monthly production and quality goals.
  • Strong organizational skills and the ability to meet tight deadlines.
  • Ability to assimilate large amounts of data and draw a logical conclusion from it.


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