Director, Collections

Job Title: Director, Collections

Department: Operations

Location: Remote

Reports To: VP, Risk Operations

Type: Full-Time

FLSA: Exempt

Director, Collections

Job Summary The Director of Collections leads all past due portfolio management with full accountability for strategy, performance, and agent execution. This is a critical build function that requires strong leadership, analytical strength, and a clear ability to convert insights into action. This leader will drive agent performance while coordinating digital channel collections strategy. This role shapes business outcomes that directly affect revenue, investor confidence, and long term growth.

Supervisory Responsibilities

• Lead and develop collections and the agent workforce.
• Build a disciplined culture focused on follow through, urgency, quality, and compliant execution.
  
  

Duties/Responsibilities

• Strategy & Execution
• Own the end to end collections strategy for all stages of delinquency with clear focus on improving roll rates, cure rates, and net losses.
• Design and execute integrated strategies across digital, SMS, email, IVR, and agent channels.
• Partner with Analytics to ensure segmentation and decisioning models are embedded in daily workflow.
• Monitor performance daily and drive immediate action when results fall below expectation.
• Translate insights into targeted treatments across early, mid, and late stage past due accounts.
• Operational Standards
• Establish clear expectations for contact strategy, call handling, documentation, and QA.
• Drive a performance based environment with transparency of results at agent, team, and portfolio levels.
• Ensure operational controls are followed across all channels with consistent documentation and outcomes.
• Work closely with Compliance, QA, and Risk teams to maintain alignment with policy and regulatory expectations.
• Partner with Workforce Management to ensure schedules align with contact and performance needs.
• Analysis & Continuous Improvement
• Define and improve processes required for stability, accuracy, and predictable results.
• Use data to identify trends, variances, and drivers of performance.
• Develop and refine daily, weekly, and monthly reviews that guide decision making.
• Partner with Analytics on segmentation, capacity planning, and strategy testing.
• Create a test and learn environment with measurable outcomes that feed continuous improvement.
• Cross-Functional Collaboration
• Partner with Product, Engineering, and Operations on digital enhancements and tool improvements.
• Collaborate with Recoveries, Debt Sale, and BK to ensure clear accountability and smooth hand offs.
• Serve as a key voice in investor reporting, providing insights that build confidence in portfolio health.
  

Required Skills/Abilities

• Strong analytical and problem solving capability.
• Experience building integrated contact strategies across digital and live channels.
• Proven ability to drive results, improve processes, and influence cross functional partners.
• Deep understanding of compliance expectations for collections.
  
  

Education and Experience

• 7+ years of experience leading collections operations with a strong performance track record.
• Demonstrated leadership of managers and frontline teams in a fast paced environment.
  
  

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.
• Must maintain a dedicated workspace with reliable internet access to ensure consistent connectivity during remote work days.
• Must be able to communicate effectively via video conferencing (camera on/off as required) and utilize digital collaboration tools for prolonged periods.