Manager, Collections & Recovery

Operations at Brex

Operations is the backbone of Brex’s mission to power businesses through our Intelligent Finance Platform. We own credit, fraud, money movement, and payments, protecting our customers and our company. From product operations that ensure flawless launches to scalable systems that drive innovation and precision, we operate at the intersection of product, design, engineering, and customer success. If you want to work at the heart of the business, Operations is where you belong.

What you’ll Do:

Brex extends credit to businesses, and Collections helps customers resolve past-due balances while managing credit losses and preserving customer relationships wherever possible. The team manages accounts from failed payments and early delinquency through payment plans, workouts, charge-off, and legal recovery.

Our portfolio consists of unsecured business credit, requiring sound commercial judgment and an understanding of business customers. Collections activity is managed primarily in-house, supported by technology and external partners for scaled outreach and specialized recovery needs. The team owns customer outreach, negotiation, and account-level decisions within established guidelines, partnering with Legal when legal issues arise.

We’re hiring a manager to lead the day-to-day execution and performance of our Collections team. You’ll own coaching, performance management, operational delivery, and customer escalations, while partnering with your leader to develop and implement collections strategy. Your mandate is to strengthen team capabilities and improve cure and recovery outcomes as the business grows.

• People leadership and team performance. Hire, coach, and develop a high-performing collections team. Set clear expectations for results, productivity, quality, and customer treatment; address performance gaps; and prepare team members to manage increasingly complex and higher-balance accounts.
• Early-stage delinquency. Lead the team’s response to failed automatic payments, ACH returns, and past-due balances. Manage daily outreach and queue priorities, and partner with your leader to refine contact cadence, channel mix, and segmentation so accounts receive timely, appropriate treatment.
• Late-stage delinquency and workouts. Lead the team’s management of later-stage delinquent accounts, including payment plans, promise-to-pay follow-up, and proposed term modifications or settlements. Ensure arrangements follow established approval limits, assess customers’ ability and willingness to pay, and escalate recommendations for further recovery action when appropriate.
• Account actions. Identify and recommend appropriate account actions, including credit limit reductions, spend freezes, card suspensions, and account closures. Coordinate with Risk and Account Servicing to execute approved decisions in line with established policies, and ensure timely documentation and customer communication.
• High-balance credit provisioning support. Provide timely, evidence-based assessments of high-balance delinquent accounts to support Risk and Finance’s provisioning decisions. Summarize collection activity, customer engagement, payment commitments, and recovery prospects, clearly identifying uncertainties and changes that may affect expected outcomes.
• Legal recovery coordination. Coordinate account referrals, documentation, and follow-up with Legal and outside counsel on demand letters, litigation, and enforcement activity. Recognize and promptly escalate bankruptcy notices, proofs of claim, preference demands, and other time-sensitive legal matters. Ensure the team follows Legal’s guidance on account handling and recovery activity.
• Performance management and portfolio reporting. Monitor team and portfolio performance across 31+ days past due, cure rate, loss rate, and quality, supported by measures such as roll rates, contact rates, kept promises, and collections productivity. Use reporting to explain performance trends, identify improvement opportunities, and drive corrective action. Partner with your leader, Finance, and Risk to validate results and understand changes in portfolio performance.
• Compliance and quality. Maintain collections practice standards through coaching, call and correspondence reviews, accurate documentation, and timely complaint resolution. Ensure the team follows approved policies and Legal and Compliance guidance, including any specific requirements for accounts involving personal guarantees or sole proprietors. Identify and escalate potential issues, address root causes, and maintain records that support audit and oversight.
• Day-to-day operations and process improvement. Direct daily collections operations, ensuring clear priorities, effective workflows, and timely execution. Identify process gaps, provide actionable feedback, and propose practical solutions that improve team performance and the customer experience. Partner with your leader and cross-functional teams to implement and evaluate improvements, including automation where appropriate.

Where you’ll work:

This role will be based in our Salt Lake City office. We are a hybrid environment that combines the energy and connections of being in the office with the benefits and flexibility of working from home. We currently require a minimum of three coordinated days in the office per week, Monday, Wednesday and Thursday. As a perk, we also have up to four weeks per year of fully remote work!

Responsibilities:

• Hire, coach, and develop collectors who are firm, commercially credible, and respectful in their customer interactions.
• Set queue priorities and allocate team capacity based on portfolio composition, account needs, and established contact strategies.
• Guide the team through complex or sensitive customer situations and personally manage escalations when needed. Support high-balance account resolution, recommend a path forward, and involve your leader or cross-functional partners when decisions require additional authority or expertise.
• Serve as the day-to-day operational contact for internal partners, outside counsel, and collections vendors. Coordinate account follow-up, communicate clear expectations, monitor progress, and escalate issues or decisions requiring your leader’s involvement.
• Maintain clear, practical procedures that help the team execute consistently and make decisions within established approval limits. Identify gaps, recommend updates to settlement guidelines and operating policies, and implement approved changes through team communication and coaching.
• Share insights from daily collections activity with your leader and relevant partners, highlighting recurring customer challenges, emerging delinquency patterns, and process gaps. Recommend actions that help inform credit decisions, improve customer experience, and strengthen collections outcomes.

Requirements

• 5+ years of experience in collections, recovery, or credit operations, including 2+ years directly managing a team, with demonstrated success in coaching, performance management, and driving operational results.
• Direct experience managing delinquent accounts, negotiating payment arrangements, and assessing appropriate recovery actions. Ability to apply that experience to coach collectors, guide account strategy, and resolve complex customer situations.
• Experience managing team and portfolio performance against collections goals, with demonstrated ability to explain performance trends, identify root causes, and take action to improve delinquency, cure, recovery, and quality outcomes.
• Experience coordinating with third-party collections vendors, agencies, or outside counsel, including setting clear expectations, monitoring performance and follow-through, and escalating issues when needed.
• Strong analytical and reporting skills, with the ability to use spreadsheets and BI tools to monitor performance, segment accounts, identify process gaps, and evaluate whether operational changes improve results. Experience using AI tools to support analysis, improve workflows, or increase team efficiency is a plus.
• Sound commercial judgment and the ability to lead difficult conversations with customers, team members, and business partners. Balance recovery objectives with customer circumstances, apply established policies consistently, and recognize when to escalate decisions.
• Strong communication and presentation skills, with the ability to produce clear reports and performance updates, lead strategy discussions, and present actionable recommendations supported by data and operational insights.

Bonus Points

• Commercial or B2B collections experience, including an understanding of business entities, business and personal guarantees, and the challenges of recovering unsecured business debt.
• Experience managing collections for charge card or revolving credit portfolios, particularly where resolving delinquency supports an ongoing customer relationship.
• Experience supporting accounts involving bankruptcy, business closure, or legal recovery, including coordinating documentation and follow-up with Legal or outside counsel.
• Experience identifying operational gaps and implementing improvements to collections workflows, outreach strategies, or team processes, with measurable gains in efficiency, customer experience, or collections performance.
• Familiarity with collections platforms and communication tools used to manage outreach, account activity, and team workflows. Experience with Salesforce and Snowflake is a plus.
• Exposure to credit risk or underwriting, with an understanding of how collections insights can inform credit decisions and portfolio management.

Compensation:

The expected salary range for this role is $90,400 - $113,000, with the opportunity to earn additional compensation based on performance . However, the starting base pay will depend on a number of factors including the candidate’s location, skills, experience, market demands, and internal pay parity. Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.

Brex LLC is a wholly owned subsidiary of Capital One, N.A.