Senior Director of Customer Care, Billing & Collections

Summary:

As the Senior Director of Customer Care, Billing  & Collections, you will provide strategic leadership and oversight for all customer care, billing and collections activities across multiple locations. You will lead and inspire a team of managers and agents, ensuring the delivery of world-class customer experiences while optimizing billing processes and minimizing losses. This role requires a proven track record in customer service, billing and collections leadership, a passion for coaching and mentoring, and a strategic mindset to drive continuous improvement across all locations.

Essential Job Functions

• Develop and execute comprehensive customer care and collections strategies that align with organizational goals and drive exceptional customer satisfaction.
• Provide business ownership, thought leadership, and execution for technology advancements in the servicing function, such as the upgrade/replacement of our billing platform
• Partner with IT to digitize customer experiences and automate processes within a strategic CX framework
• Oversee the implementation and optimization of processes, procedures, and technology solutions across multiple locations and channels.
• Analyze business trends, customer feedback, and payment data to identify opportunities for improvement and implement data-driven solutions.
• Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer care and collections efforts across all locations.
• Lead, motivate, and mentor a team of managers and agents, fostering a positive, high-performing, and customer-centric culture.
• Provide guidance and support to managers in the development of team members, ensuring consistent training, coaching, and performance management across all locations.
• Recruit, onboard, and develop top talent, creating a pipeline of future leaders within the customer care and collections teams.
• Champion a customer-centric approach throughout the organization, ensuring that all interactions with customers are professional, empathetic, and solution-oriented.
• Monitor customer feedback, complaints, and escalations, ensuring timely and effective resolution across all locations.
• Collaborate with cross-functional teams to implement initiatives that enhance the overall customer experience and drive loyalty.
• Develop and implement innovative collections strategies that maximize recovery rates while adhering to all applicable laws and regulations.
• Oversee the management of delinquent accounts, ensuring timely and effective communication with customers and adherence to company policies.
• Monitor collections performance across all locations, identifying trends and implementing corrective actions as needed.
• Ensure compliance with all federal and state laws, contractual requirements, and company policies related to customer care and collections.
• Prepare comprehensive reports on customer care and collections performance, including KPIs and other relevant metrics, for senior management.
• Collaborate with legal and compliance teams to mitigate risks and maintain ethical and legal collection practices across all locations.

Competencies

• Strategic Leadership: Proven ability to develop and execute comprehensive strategies across multiple locations, driving results and achieving organizational goals.
• Customer Focus: Passion for delivering exceptional customer experiences and building strong relationships with customers.
• Communication: Excellent written and verbal communication skills, capable of building rapport with customers, colleagues, and stakeholders at all levels.
• Problem-Solving: Highly organized, analytical, and data-driven mindset with the ability to identify and resolve complex issues across multiple locations.
• Team Building: Proven ability to lead, motivate, and develop high-performing teams, fostering a positive and collaborative work environment.
• Financial Acumen: Strong understanding of financial principles and metrics related to customer care and collections, with the ability to analyze data and make informed decisions.

Education/Experience

• Bachelor's degree in business administration, finance, or a related field.
• 7+ years of progressive experience in customer care and collections, with 5+ years in a senior leadership role managing multiple locations.
• Experience with digital customer experience transformation, taking manual and labor-intensive processes and transforming to an easy, frictionless digital experience for customers.
• Proven track record of success in improving customer satisfaction, reducing customer churn, and optimizing collections processes.
• Exper