Sr. Manager, Collections & Recovery

This is a hybrid position located in Los Angeles, CA. Two days a week work from home and three days work from office.

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.

• 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.
• Lead, coach, and elevate a team of collections and recovery professionals, including in‑house staff and outsourced agency partners.
• Foster a culture of accountability, continuous improvement, and mission‑driven customer support.

• Oversee workforce management processes, including scheduling, forecasting, staffing models, and real‑time adherence.
• Ensure staffing, capacity, and performance are aligned with contact strategy, service levels, and recovery goals.
• Use data to anticipate volume trends, allocate resources, and adjust strategies to maximize productivity.

• 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.

• 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.

• 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.

• 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.
• Identify operational and portfolio risks early and implement solutions that strengthen controls and reduce credit exposure.
• Reinforce customer‑centric collections practices that maintain dignity, support financial wellness, and protect AOF’s mission and reputation.
• Additional responsibilities as assigned by Manager.

• Extensive experience in collections and recovery management within commercial, small business, and/or equipment finance lending.
• 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…