Director, Collection Services

Job Description

Job Description

General Summary

Responsible for the overall strategy and management of the Collection and Recovery call center operations. Establishes policies and procedures to provide necessary customer care and segregation of customer accounts vs default liquidation accounts, meets organizational goals, drives revenues and reduces losses.

Constantly seeks to improve the fiscal soundness and operational effectiveness of all initiatives developed for vendor management function.

Includes : Set and meet defined revenue, loss and delinquency business plan goals. Through leadership and expertise, lead the outsource management teams to assure the attainment of financial and operational targets and delivery of contractual obligations;

drive and manage the alignment of outsourcing strategies to drive improvement in processes / tools utilized at outsourced call centers.

Principal Duties and Responsibilities

Develop and implement collection strategies : design and manage strategies to recover overdue payments while minimizing bad debt.

This includes prioritizing accounts, optimizing recovery rates, and reducing delinquency.

• Management and leadership responsibilities of the internal and external Outsource Management teams. Develop promotional growth and skill sets to support internal promotional paths and evolutionary growth.
• Vendor Management : Analyze outsource call center performance (compliance, cost, quality, productivity) identifying trends / issues / concerns / successes and recommending appropriate solutions or best practice implementation
• Ensure that all collections activities comply with local, state, and federal regulations including, but not limited to, TCPA and FDCPA.

This includes implementing the framework for process compliance, overseeing audits and updating policies as necessary.

• Vendor Management : Ensure consistent and timely site visits and evaluations - Conduct regular business reviews with credit partners and vendor partners - Perform gap analysis to ensure partner agents have tools, processes, training and empowerment to deliver expected customer experience.
• Accountable for ensuring effective process changes and program implementations occur at the vendor sites
• Partner with Business Operations to conduct monthly invoice reconciliations - Ensure vendor compliance to desktop requirements, recruiting practices, training curriculum and overall performance standards in accordance with contract
• Work with Care / Tech leadership to establish the outsource strategy relating to call segmentation and resource utilization - Work with Workforce management team to ensure linkage to outsource strategy relating to call segmentation and resource utilization
• Sets standards of performance for all levels of customer operations to meet established departmental goals
• Provides direction and guidance necessary to assure the efficient and cost-effective operation within approved operating and capital budgets for the departments
• Ensures that all efforts are made to retain revenue, improve product mix, and maintain the integrity of accounts receivable - Other duties and responsibilities as assigned - Consistent exercise of independent judgment and discretion in matters of significance - Regular, consistent and punctual attendance Must be able to work nights and weekends, variable schedule(s) as necessary

Experience and Education

• A Bachelor's degree, as well as 10-12 years of related work experience in a middle management leadership role; degree emphasis in Business Finance, Accounting, Economics
• 6+ years in vendor management experience
• Related work experience in meeting Business plan expectations
• Related work experience in Call Center technologies and practices
• Ability to influence and drive performance without direct reporting relationship
• Fluent with Microsoft Excel, Word, PowerPoint, and Outlook
• Proven track record of understanding business challenges and translating them into value-add managed services solutions
• Strong analytical and problem-solving skills, as well as excellent oral and written communication skills (a must).
• A willingness to travel to meet department needs; a valid driver’s license in the US and a valid passport required; willingness and ability to travel internationally
• Prior experience in technical project management
• Desired : System and / or data analysis experience
• Desired : Experience in Agile program management (stand-ups, sprints, scrum teams, etc) a plus, but not required

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