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Palmetto · 21 hours ago

Collections Strategy Manager

1616 Camden Rd Charlotte, NC 28203

Full-time

Onsite

Mid Level

4+ years exp

Palmetto is a leading clean tech company focused on accelerating the transition to a clean energy future. They are seeking a data-driven, customer-focused Collections Strategy Manager to design and optimize collections campaigns that encourage timely payments and enhance customer experience.

Clean EnergyCleanTechConsumer SoftwareEnergySoftware

Responsibilities

Develop and maintain a multi-channel collections communication strategy—including 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

Qualification

Collections strategyLifecycle marketingMulti-channel campaignsA/B testingData analysisProject managementCross-functional communicationVendor relationship managementCustomer engagementDelinquency lifecyclesExperience in energy/financeWriting skills