Queue Manager Jobs in Miami, FL (NOW HIRING)

The Consumer Collections Pod Leader will build and run a new consumer collections channel from scratch within our servicing platform. This is a hands-on, "player-coach" role responsible for day-to-day collections execution (including making calls) while also owning channel performance, strategy, staffing, controls, and reporting.

This leader will develop the operating model, establish compliant workflows, manage KPIs, and run the pod P&L against agreed performance goals. The role requires strong operational leadership, rigorous compliance discipline, and the ability to implement a scalable collections program for delinquent consumer installment loans (home improvement and solar).

• Develop and oversee schedules, training cadence, call scripts/letters, and daily operating rhythm.
• Partner with Compliance/Legal to implement a compliant collections framework (contact governance, disputes/validation, complaints, TCPA/consent, state-specific requirements).
• Work with IT/Data to configure queues, segmentation, dialer rules, suppression logic, call recording/retention, and reporting.
• Create and maintain the pod runbook: procedures, escalation paths, QA scorecards, and change control process.

• Build and scale the team: recruit, onboard, and ramp collectors over time; maintain coverage planning (shifts, queues, peak periods) and ensure the pod has the right mix of skills (early/mid/late-stage, bilingual, escalations).
• Mentor and develop talent: establish ongoing coaching, career paths, and performance development plans; run regular 1:1s, call calibrations, and peer-learning sessions to strengthen quality, compliance discipline, and conversion outcomes.

• Lead daily standups, queue management, and escalations; ensure consistent execution and documentation.
• Coach collectors through call calibrations, QA feedback loops, and performance management.

• Personally handle high-value/escalated borrower cases and participate in outbound calling as needed.
• Ensure robust complaint/dispute handling and timely resolution in coordination with Compliance.

• Own channel KPIs: RPC, PTP/kept PTP, cures, roll rates, cash collections, QA scores, complaints.
• Develop segmentation and treatment strategies (cadence, channel mix, scripts, settlement parameters within authority).
• Build and manage the channel budget: staffing, technology, vendors (dialer/SMS/letters), and cost-to-collect.
• Provide weekly/monthly executive reporting, insights, and recommendations (what's working, what's not, and why).

• Enforce compliance "no deviation" standards; ensure collectors operate within authority and controls.
• Maintain audit-ready documentation: approvals, training attestations, monitoring evidence, issue logs, and remediation actions.
• Support vendor oversight if hybrid model is used (agency placements, performance SLAs, audits).

• 5-10+ years in consumer collections/servicing operations, including leadership responsibility.
• Demonstrated experience building or scaling a collections team/channel (process + people + KPIs).
• Strong working knowledge of compliant collections operations (FDCPA-like standards, TCPA/consent, disputes, complaint handling, call recording governance).
• Proven ability to operate in a controlled environment with documentation, QA, and change control.
• Strong analytical skills: KPI management, segmentation, and unit economics (cost-to-collect, P&L levers).

• Experience in first-party servicing environments (fintech, consumer lender, loan servicer).
• Experience with unsecured installment products; home improvement/solar a plus.
• Exposure to multi-state operations and licensing constraints.
• Vendor management experience (dialer/SMS providers, letter vendors, agencies).
• Bilingual (Spanish/English) a plus.

• Player-coach mentality; can execute and lead simultaneously.
• Compliance-first operator with strong judgment and escalation discipline.
• Data-driven; can translate metrics into actions and improvements.
• Change agent; comfortable building from ambiguity and iterating quickly.
• Strong stakeholder management across Compliance, Legal, IT, Finance, and Client teams.

Bayview is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.