Collections Strategy Manager

Company Description

Palmetto is a leading clean tech company on a mission to accelerate the transition to a clean energy future. With a belief that consumers can have it all we are an uncompromising energy company that makes coming clean a no brainer. Our award-winning technology platform empowers homeowners businesses and entrepreneurs to adopt renewable energy through simple scalable and innovative solutions. Operating at the intersection of B2B and D2C we offer software financial products and services that drive real environmental impactwithout compromising value. We deliver end-to-end solutions for whole home electrification that put clean energy within reach for all.

Our employees are our most valuable resource. We foster a promote-from-within culture that prioritizes talent development career growth and purpose-driven work. Palmetto offers a comprehensive benefits packageincluding unlimited PTO medical dental and vision coverage paid parental leave retirement plans and moreso you can have it all both personally and professionally. Palmetto prioritizes people planet and profitbacked by a culture that values collaboration impact and balance. Join us in building a brighter cleaner world.

Department Description

Palmetto Capital is a branch of Palmetto focused on the democratization of the renewable energy and HVAC industries. We provide homeowners with financial products to benefit from solar power energy storage systems and home efficiency through advanced heating and cooling technologies. We empower solar and HVAC sales professionals and installation companies with access to our proprietary platform financing customer management system and milestone quality control system. Our #1 focus is a phenomenal experience for our customers and partners evidenced in our growing financial product adoption.

Location

This position will be based onsite in Charlotte NC.

Reporting

This position will report into the Sr. Director Finance Operations.

Summary of Role

Were looking for a data-driven customer-focused Collections Strategy Manager to lead the design execution and optimization of customer-facing collections this role you will build and refine communication strategies that encourage timely payments reduce delinquency and support a positive customer experiencebalancing business objectives with empathy and regulatory requirements.

Youll partner closely with Collections Billing Marketing Product Analytics and CX to deliver targeted campaigns analyze outcomes and continuously improve how we engage customers throughout the delinquency lifecycle.

Strategic & Tactical

• Develop and maintain a multi-channel collections communication strategyincluding email SMS in-app messaging and outbound call scripts.
• Create clear empathetic compliance-aligned content that encourages timely payments and reduces delinquency.
• Build lifecycle communication journeys for early-stage and late-stage delinquency AutoPay lapses payment failures billing disputes and payment arrangement reminders.
• Partner with the Collections team to identify customer pain points and refine messaging based on behavioral trends.
• Work with Product team to build automated campaigns ensuring CX and subservicer awareness and needed guidance.
• Analyze campaign performance (open rates click rates payment) and produce actionable insights.
• Conduct A/B testing to improve message timing tone channel selection and conversion rates.
• Ensure all communications meet regulatory and legal requirements (FDCPA state-specific rules disclosures billing regulations).
• Support cross-functional initiatives related to reducing delinquency increasing AutoPay adoption and improving overall collections outcomes.
• Maintain a library of templates scripts and compliant message variations across lifecycle stages.
• Act as the primary point of contact for guiding our subservicer on:
• Review subservicer performance and provide clear actionable feedback to ensure adherence to campaign plans and quality benchmarks

Qualifications

• 4 years of experience in collections strategy lifecycle marketing CRM management customer engagement or related fields.
• Strong understanding of delinquency lifecycles customer payment behavior and collections processes.
• Experience overseeing vendor relationships.
• Experience creating or managing multi-channel campaigns (email/SMS/app).
• Excellent writing skills with the ability to craft empathetic clear compliant customer messaging.
• Proven experience with A/B testing segmentation and campaign optimization.
• Ability to analyze data and distill insights into clear actionable strategies; familiarity with BI tools is a plus.
• Strong project management and cross-functional communication skills.
• Experience in energy solar consumer finance fintech telecom utilities or other subscription/recurring billing industries preferred.
• Comfort operating in a fast-paced metrics-driven environment.

Employment is contingent upon the successful completion of a background check.

Equal Employment Opportunity

Palmetto embraces diversity and is an Equal Employment Opportunity employer. Employment is decided on the basis of qualifications merit and business need. We do not discriminate based upon race religion color national origin gender sexual orientation gender identity gender expression age status as a protected veteran status as an individual with a disability or any other status protected under federal state or local law.

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Manager