Client Services Manager

AFM is a leading commercial collection agency dedicated to providing exceptional debt recovery services. We pride ourselves on our professional approach and commitment to achieving the best results for our clients.

AFM is seeking a highly motivated and detail-oriented Client Services Manager to join our team. The ideal candidate will manage a Client Services team serve as the primary liaison between key clients and internal departments and oversee client relationships from onboarding through ongoing portfolio performance.

Location:

• 100% Remote

Skills:

• Strong client relationship and account management capabilities
• Excellent written and verbal communication skills
• Knowledge of collections operations compliance and performance metrics
• Problem-solving mindset with the ability to de-escalate and resolve issues
• Highly organized with strong attention to detail
• Ability to foster a balanced environment of motivation and accountability

Key Responsibilities:

• Primary client liaison and relationship management
• Client onboarding and implementation
• Portfolio performance management and reviews
• Data analysis and client reporting
• Data mapping and file integrity
• Client retention and growth

Qualifications:

• 5 years of progressive experience in client services account management or operations within a collection agency or financial services environment
• Proven success managing large complex client relationships with high expectations for performance compliance and reporting
• In-dept knowledge of collection workflows portfolio performance metrics placement strategies and recovery analytics
• Demonstrated leadership experience managing and developing Client Services
• Exceptional communication skills with the ability to interact confidently with C-suite stakeholders
• Experience handling client contract terms fee structures service-level expectations
• Advanced proficiency with collection systems client portals CRM tools and reporting tools
• Prior experience working directly within the collection industry

Benefits:

• Competitive salary
• Health dental and vision insurance
• Flexible paid time off and holidays
• Life insurance
• AD&D insurance
• 401K profit sharing