Collections Strategy Manager

Job Description

Job Description

General Summary

The Collections Strategy Manager is responsible for the development, execution, and optimization of comprehensive collections strategies within our organization. This key role includes managing the delinquency portfolio, analyzing risk across various account segments, and implementing targeted strategies to improve overall collections results. The Collections Strategy Manager will segment customer accounts, define tailored treatment paths, optimize collections channels, and maintain strict regulatory compliance. By leveraging data analytics and predictive modeling, the role will also focus on understanding delinquency patterns and behavioral triggers to maximize collections performance and enhance the customer experience.

Principal Duties and Responsibilities :

• Design Collections Strategies : Develop and implement innovative collections strategies that support business objectives, balancing risk mitigation, recovery rates, and customer centricity.
• Account Segmentation : Segment delinquent accounts based on risk, customer profiles, and behavioral data, tailoring approaches for each segment to ensure optimal recovery.
• Treatment Path Definition : Define and maintain treatment paths for different account segments, mapping out contact schedules, messaging, and escalation protocols.
• Channel Optimization : Oversee the performance of collections channels—including phone, email, text, digital self-service, and third-party agencies—and implement enhancements to improve efficiency and effectiveness.
• Compliance Assurance : Ensure all collections activities, communications, and processes are fully compliant with applicable laws, regulations, and internal policies.
• Perform other duties or tasks as assigned.
• Data & Analytics Utilization : Use advanced analytics, reporting tools, and predictive models to inform strategy, monitor performance, and identify opportunities for improvement.
• Delinquency Pattern Analysis : Analyze portfolio trends, delinquency patterns, and behavioral triggers to anticipate risk and design proactive interventions.
• Collaboration & Communication : Work cross-functionally with Operations, Risk, Product, Legal, and Technology teams to embed collections strategies within the customer journey and align efforts with broader organizational goals.
• Continuous Improvement : Maintain a test-and-learn approach, regularly evaluating strategies and tactics for effectiveness and refining as needed.

Experience and Education :

Required Skills, Abilities, Soft Skill Factors :

Ethics and Responsibility : Acts with dignity and respect, connecting with both internal and external partners. Gains confidence and trust of others through principled behavior.

Key Measurements :

California Employee Privacy Policy | Family & Medical Leave Act | Employee Polygraph Protection Act |E-Verify