Director, Collection Services

3 weeks ago

Fort Worth, United States Evermore Orlando Resort Full time
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

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

#LI-BJ1

  • Collection Services Director

    2 weeks ago

    Fort Worth, Texas, United States Evermore Orlando Resort Full time

    Job SummaryWe are seeking a highly experienced and skilled Director of Collection Services to lead our Collection and Recovery call center operations. The successful candidate will be responsible for establishing policies and procedures to provide excellent customer care and segregation of customer accounts vs default liquidation accounts, meeting...

  • Collection Services Director

    6 days ago

    Fort Worth, Texas, United States Evermore Orlando Resort Full time

    Job Summary:Evermore Orlando Resort is seeking a highly skilled and experienced Collection Services Director to lead our Collection and Recovery call center operations. As a key member of our team, you will be responsible for developing and implementing strategies to recover overdue payments while minimizing bad debt.Key Responsibilities:Design and manage...

  • Collection Services Director

    2 weeks ago

    Fort Worth, Texas, United States Elevate Credit Service, LLC Full time

    Job SummaryElevate Credit Service, LLC seeks a seasoned professional to lead its Collection Services team. The ideal candidate will have a strong background in vendor management, call center technologies, and business finance.Key Responsibilities:Develop and implement collection strategies to recover overdue payments while minimizing bad debt.Lead the...

  • Collection Operations Director

    2 weeks ago

    Fort Worth, Texas, United States Evermore Orlando Resort Full time

    Job SummaryWe are seeking a highly skilled and experienced professional to lead our Collection and Recovery call center operations. As the Director of Collection Services, you will be responsible for establishing policies and procedures to provide excellent customer care and manage customer accounts effectively.Key ResponsibilitiesDevelop and implement...

  • Director, Collection Services

    4 weeks ago

    Fort Worth, United States Evermore Orlando Resort Full time

    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...

  • Plasma Collection Specialist

    2 weeks ago

    Fort Worth, Texas, United States Biolife Plasma Services Full time

    About the RoleWe are seeking a highly motivated and detail-oriented individual to join our team as a Plasma Collection Specialist. As a key member of our plasma collection team, you will play a critical role in ensuring the safety and satisfaction of our donors.Key ResponsibilitiesScreen new and repeat donors to ensure eligibility for plasma donationConduct...

  • Business Services Director

    2 weeks ago

    Fort Worth, Texas, United States Buckner International Full time

    Job Title: Business Services DirectorBuckner Retirement Services is seeking a Business Services Director to oversee all functions of the Business Office, including accounts receivable and payable, staff direction and coordination, and customer service oversight.Key Responsibilities:Review and maintain all accounts receivable and accounts payable for accuracy...

  • Business Services Director

    4 weeks ago

    Fort Worth, Texas, United States Buckner International Full time

    Director of Business ServicesBuckner Retirement Services Community: The Stayton by Museum Way by BucknerLocation: Fort Worth, TX - OnsiteJob Schedule: Full-TimeBuckner is seeking a Director of Business Services to join our community at The Stayton by Museum Way by Buckner, dedicated to delivering exceptional care to our residents. In this role, you will...

  • Collections Representative

    1 month ago

    Fort Worth, Texas, United States DigniFi Full time

    About DigniFiDigniFi is a mission-driven company that provides Point-of-Sale financing solutions to help partners increase revenue and drive accessory orders. Our goal is to make financing for daily life needs accessible and inclusive.Job DescriptionWe are seeking a skilled Collections Representative to join our team. As a Collections Representative, you...

  • Collection Specialist

    2 weeks ago

    Fort Worth, Texas, United States KYYBA Full time

    Job SummaryWe are seeking a highly skilled Collection Specialist to join our team at Kyyba. As a Collection Specialist, you will be responsible for making outbound and taking inbound calls from Mercedes-Benz Financial Services customers to collect payments on live and terminated accounts.You will negotiate payment solutions with customers who need assistance...

  • Collections Specialist

    1 month ago

    Fort Worth, Texas, United States KYYBA Full time

    Job SummaryWe are seeking a highly skilled and motivated Collections Representative to join our team at Kyyba. As a Collections Representative, you will be responsible for making outbound and taking inbound calls from client customers to collect payments on live and terminated accounts. You will also negotiate payment solutions, provide excellent customer...

  • Collection Specialist

    3 weeks ago

    Fort Worth, Texas, United States Dunham Jones Law Full time

    Join Our Team as a Collection AgentDunham & Jones Attorneys at Law, P.C. is a reputable nationwide criminal defense law firm seeking a full-time Collection Agent to join our Fort Worth office.We are a well-established and respected law firm built on purpose, meaning, service, and relationships. Our team provides experienced, compassionate, and responsive...

  • Collections Specialist

    2 weeks ago

    Fort Worth, Texas, United States KYYBA Full time

    Job SummaryWe are seeking a skilled Collections Specialist to join our team at Kyyba. In this role, you will be responsible for managing a queue of assigned accounts, negotiating payment solutions with customers, and providing excellent customer service via phone and email. The ideal candidate will have a strong background in customer service and...

  • Collections Specialist

    2 weeks ago

    Fort Worth, Texas, United States Quench Full time

    About QuenchQuench is a leading provider of on-demand filtered water solutions, committed to reducing single-use plastic water bottles and promoting sustainability. Our mission is to impact people's lives and improve the earth by delivering innovative water solutions to our customers.Job SummaryWe are seeking a highly motivated and skilled Collections...

  • Collections Specialist

    1 week ago

    Fort Worth, Texas, United States Goodside HealthUrgent Care for Kids Full time

    Job OverviewGoodside Health is seeking a detail-oriented and proactive Collections Specialist to join our team and contribute to the financial health of our organization.The ideal candidate will have a strong understanding of medical terminology and expertise in multiple billing types, including patient billing, insurance, and other...

  • Bilingual Collections Specialist

    2 weeks ago

    Fort Worth, Texas, United States DigniFi Full time

    About DigniFiDigniFi is a mission-driven company that provides innovative financing solutions to help auto dealers and service centers grow their businesses. Our goal is to make financing accessible and inclusive for consumers.The RoleWe are seeking a highly skilled and experienced Collections Representative to join our team. The ideal candidate will have a...

  • Bilingual Collections Specialist

    2 weeks ago

    Fort Worth, Texas, United States DigniFi Full time

    About DigniFi:DigniFi is a mission-driven company that offers Point-of-Sale financing solutions to help partners increase revenue and drive accessory orders. Our goal is to provide responsible, respectful, and transparent access to a better financial future for our customers.We partner with dealerships and service centers to offer financing products at the...

  • Automotive Collections Specialist

    5 days ago

    Fort Worth, Texas, United States Caliber Sourcing Full time

    Job Summary:As an Automotive Collections Specialist with Caliber Sourcing, you will play a crucial role in reducing losses by collecting payments or offering payment solutions on past due accounts. Your exceptional customer service skills and ability to negotiate payment solutions will make you a valuable asset to our team.Key Responsibilities:Collect...

  • Collections Specialist

    2 weeks ago

    Fort Worth, Texas, United States DriveTime Full time

    DriveTime Collections SpecialistDriveTime Family of Brands is a leading provider of in-house financing and servicing through Bridgecrest, one of the country's top financial servicing providers.We service over $17 billion in finance receivables for DriveTime and other third parties, with a focus on creating a strong path to vehicle ownership for our...

  • Bilingual Collections Specialist

    2 weeks ago

    Fort Worth, Texas, United States DigniFi Full time

    Job DescriptionAbout DigniFi:DigniFi is a mission-driven company that offers Point-of-Sale financing solutions to help partners increase revenue and drive accessory orders. Our goal is to provide inclusive financing options for consumers to finance auto repairs, services, and maintenance packages.As a key member of our team, you will be responsible for...