Collections Department Leader

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YOUR RESPONSIBILITIES:

The responsibilities for this role are below; you may support projects of varying complexity based on skill and organizational priorities.

• Collections Leadership: Manages teams and/or multiple product lines within the Consumer Lending Collections function, with accountability for operational, vendor, customer, and financial risk management.
• Portfolio and Budget Oversight: Oversees large delinquency portfolios and departmental expense budgets, ensuring financial discipline and performance.
• Operational Management: Manages daily operations, productivity metrics, dialing strategies, scheduling, quality assurance, while ensuring compliance and operational excellence.
• Risk and Performance Management: Manages risks, monitors operational performance, and identifies opportunities for improvement to maximize productivity and ensure compliance with evolving regulatory requirements and internal policies.
• Complex Process Expertise: Understands and manages complex operational processes such as SCRA, Probate, Bankruptcy, Offsets, Loss Mitigation, Modification Programs, and Litigation, ensuring accurate execution and minimal errors.
• Process Improvement Implementation: Implements process and procedural updates to maintain compliance and operational efficiency across all teams and functions.
• Issue Resolution Leadership: Identifies and manages issue resolution by assessing severity, assigning ownership, and ensuring timely and transparent resolution of risks that impact the Bank.
• Regulatory Compliance: Ensures compliance with all regulations related to collections and customer communications. Maintains accurate procedures and documentation, and coordinates updates in response to changes in state and federal laws.
• Loss Mitigation Strategy: Minimizes financial loss and maximizes recoveries by managing frontline teams and vendor relationships, adapting strategies to meet evolving Bancorp and customer needs.
• Stakeholder Relationship Management: Establishes and maintains strong working relationships with internal partners across Business Controls, IT, Legal, Compliance, Product, Operations Support, Risk, and Finance, as well as external vendors and stakeholders.
• Strategic Initiative Support: Partners with Risk Strategy and business support teams to support the development, testing, and implementation of strategic initiatives that improve customer experience, reduce losses, and manage expenses.
• Workforce Operations Management: Partners with campus management, IT Risk Partners, and technical teams to manage workforce operations across in-office, hybrid, and remote environments.
• Training Program Management: Manages the development, enhancement, and sustainability of onboarding programs and continuing education for new and existing staff across the line of business.
• Customer Experience Monitoring: Leverages customer sentiment and complaint data to monitor service quality and recommend process improvements that enhance customer experience and operational efficiency.
• Talent Management: Leads effectively by hiring top talent, setting goals, developing staff, managing performance and compensation decisions, promoting teamwork, and addressing disciplinary matters as needed.
• Vendor Management: Coordinates vendor management activities, including collaboration with internal teams and external partners. Tracks, measures, and evaluates vendor performance while ensuring due diligence and risk mitigation.
• Contractual Compliance Oversight: Collaborates with Enterprise Vendor Management to ensure vendor performance aligns with contractual obligations, including Letters of Engagement and Service Level Agreements.
• Supervisory Responsibilities: Responsible for providing employees timely, candid and constructive performance feedback; developing employees to their fullest potential and providing challenging opportunities that enhance employee career growth; developing the appropriate talent pool to ensure adequate bench strength and succession planning; fostering a positive work environment and rewarding employees for accomplishments.

MINIMUM REQUIREMENTS:

This position requires an experienced level of proficiency. We require a Bachelor’s Degree or equivalent experience, along with 5 or more years in financial services, customer services, and consumer collections. This role also requires 5 or more years of management experience.   

REQUIRED SKILLS:

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