Collections Manager

Summary:

Messerli Kramer, an established Twin Cities law firm since 1965, is seeking an experienced Collections Manager to lead day-to-day operations of a large, multi-state legal collections call center based in Plymouth, MN. This role oversees a team of 4 Supervisors and 40 Legal Collectors. The role is responsible for operational performance across all phases of the legal collections lifecycle. Reporting to the Director of Operations, the Collections Manager has meaningful autonomy to drive workflow strategy, performance management, staff development, and compliance within a consumer-respect-focused collections model. This position is ideal for a seasoned collections leader who values scale, stability, ethical recovery practices, and data-driven decision-making.

Essential Functions and Duties:

• Oversee Inventory management & workflow strategy. Ensure critical queues have adequate workforce assigned. 
• Uses scorecards and performance analytics to identify trends, set priorities, and partner with supervisors on targeted performance improvements.
• Develops supervisors through coaching, feedback, and performance management, addressing corrective action when necessary in partnership with HR.
• Collaboration with the Director on strategic efforts. 
• Monitor client change log and update procedures relevant to the Collection Department
• Assist with client audits and call calibrations. Overseeing controls and remediation training as needed. 
• Update and publish Monthly Collector Bonus Report.
• Conduct interviews of prospective candidates for the department as needed.
• Evaluate internal office policies to ensure they are compliant and driving the correct behaviors. 
• Daily interactions with staff, answering questions, providing feedback on ideas or requests
• Monitor policy adherence. Redirect staff based on observations.  
• Leads within a consumer-respect-driven collections model that emphasizes collaboration, ethical recovery, and long-term outcomes over short-term pressure tactics.

Benefits & Perks Include:

• Medical, Dental, & Vision Insurance
• HSA & FSA Accounts
• 401K, with 4% company contribution (after 1 year of service)
• Paid time off (17 days per year)
• Paid holidays off (7 days per year + a floating holiday)
• Company Paid Life Insurance
• Employee Assistance Program
• Building amenities include: Free parking, onsite restaurant, & onsite free gym

 Required Education & Experience:

• High School Diploma/GED
• 5 years’ experience in a collection leadership role, including at least 2 years managing multiple teams. 

Competencies:

• Ability to coordinate multiple tasks simultaneously with differing levels of urgency 
• Keen attention to detail to ensure accuracy of data
• Able to perform well in the face of tight deadlines and challenges
• Demonstrate a high degree of professionalism and accountability
• Excellent communication skills (verbal and written)
• Excellent analytical thinking and organization skills 
• Strong proficiency with Microsoft Excel as well as other standard Microsoft products: Outlook, OneNote, Teams

Work Environment and Physical Demands:

This role operates in a professional office setting, routinely working with standard office equipment. Generally, due to the nature of this office position, the person in this role would be required to talk and hear, sit or stand for long period of time, and use their hands and fingers, to handle and feel. Occasionally required to walk, reach with arms and hand, climb or balance, and to stoop, kneel, or crouch. Regularly required to lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds. Vision abilities required by the job include close vision.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and to meet job requirements.

All applicants must pass a criminal background check, drug screening, and credit check, before commencing employment with Messerli & Kramer, P.A.

Wage Disclaimer: The starting wage for this position is $80,000-$85,000/year based on relevant experience. The position is eligible for an annual performance-based bonus tied to firm profitability.

About Us:

The Collection Division of Messerli Kramer, located in Plymouth, Minnesota, is one of most respected law firms in the legal collections industry. Practicing in nine states and supported by nearly 290 employees within our division, we are a leader in our field and large by industry standards. As a well-established firm, we have built a reputation for consistency, reliability, and long-term client partnerships—making us a stable, long-term employer. Our approach is rooted in treating consumers with respect and dignity, working collaboratively to find realistic solutions that help them resolve debt and move forward, while still achieving successful outcomes for our clients. This people-first philosophy is a core part of our culture and something we are proud to stand behind.