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Head of Customer Service and Collections
2 months ago
A prominent specialty lending organization is in search of a seasoned Director of Collections and Customer Service to oversee operations. The ideal candidate will possess extensive experience in managing collections and customer service teams within the rental, leasing, or specialty financing sectors. This role emphasizes relationship-based collections, and we seek an individual who can cultivate a supportive and engaging environment.
- Onsite / In Office role
- Competitive base salary with performance bonuses
- Relocation assistance available as needed
- Reports directly to the Chief Operating Officer
- Supervises a team of 6-7 managers and over 45 customer service and collections specialists
The Director of Collections and Customer Service will be accountable for the daily strategic direction, leadership, and performance of the department.
Key Responsibilities
- Align departmental operations with the overarching strategic goals of the organization by collaborating with executive leadership to establish clear objectives and key performance indicators (KPIs).
- Leverage your leadership team to ensure operational objectives and KPIs are met, adapting to changing business needs as necessary.
- Design and implement effective collection processes that adhere to established company policies and comply with relevant regulations.
- Promote staff development and engagement, demonstrating a commitment to the company's cultural values through ongoing coaching and mentoring of managers and supervisors.
- Lead various components of the Performance Management lifecycle, including goal setting, performance evaluations, and succession planning.
- Collaborate with Human Resources to assess training programs, compensation structures, and operational processes to ensure they meet current and future business demands.
- Develop and maintain a robust staffing model to address business needs, utilizing budget monitoring and performance metrics to promote a flexible workforce.
Essential Knowledge & Skills
- Extensive experience in collections and compliance within a rental, lease purchasing, or specialty finance context.
- Familiarity with asset management, recovery processes, and legal considerations relevant to the industry.
- Experience in process and project management.
- Strong professionalism and dedication to fostering a positive company culture.
- Exceptional communication skills, capable of engaging diverse audiences from small groups to large presentations.
- Ability to build consensus and empower teams to achieve business objectives.
- Proven track record in managing and developing high-performing teams while maintaining alignment with company values.
Qualifications
- Bachelor's Degree required.
- 5-7 years of experience in operations and management within a call center or collections environment in the rental, lease purchase, or specialty finance sectors.
