Collection Services Director

6 days ago

Addison, Texas, United States Elevate Credit Service, LLC Full time
Job Title: Director, Collection Services

Job Summary:

We are seeking a highly experienced and skilled Director, 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 organizational goals, driving revenues and reducing losses.

Key Responsibilities:

  • Develop and implement collection strategies to recover overdue payments while minimizing bad debt, prioritizing accounts, optimizing recovery rates, and reducing delinquency.
  • Lead the Outsource Management teams to ensure the attainment of financial and operational targets and delivery of contractual obligations, driving and managing the alignment of outsourcing strategies to improve processes and tools utilized at outsourced call centers.
  • Analyze outsource call center performance, identifying trends, issues, concerns, successes, and recommending appropriate solutions or best practice implementation.
  • Ensure all collections activities comply with local, state, and federal regulations, including TCPA and FDCPA, implementing process compliance, overseeing audits, and updating policies as necessary.
  • 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, ensuring 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, and 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 all efforts are made to retain revenue, improve product mix, and maintain the integrity of accounts receivable.

Requirements:

  • A Bachelor's degree, as well as 10-12 years of related work experience in a middle management leadership role, with 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 willingness to travel to meet department needs, a valid driver's license in the US, and a valid passport required.
  • 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.

About Us:

Elevate Credit Service, LLC is a leading provider of consumer finance solutions. We are committed to delivering exceptional customer experiences and driving business growth through innovative strategies and technologies.

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