Position Details

Type Not Specified

Experience lead

Exp. Years Not specified

Education Not specified

Category Executive & General Management

About this role

This role leads the Consumer Lending Collections function, managing teams and delinquency portfolios while ensuring compliance, operational excellence, and risk management. The leader oversees daily operations, quality assurance, dialing strategies, issue resolution, and training programs, while managing complex collections processes and loss mitigation strategies.

Key Responsibilities

Manage teams and operational risk management within Consumer Lending Collections
Oversee delinquency portfolios and departmental expense budgets
Run daily operations including productivity metrics, dialing strategies, scheduling, and quality assurance
Execute and oversee complex collections processes (SCRA, Probate, Bankruptcy, Offsets, Loss Mitigation, Modification Programs, Litigation)
Ensure regulatory compliance, manage issue resolution, and lead workforce operations and training programs

Technical Overview

The role focuses on collections operations execution and governance, including SCRA (Servicemembers Civil Relief Act), Probate, Bankruptcy, Offsets, Loss Mitigation, Modification Programs, and Litigation. It also includes operational performance management (productivity metrics, scheduling, quality assurance), compliance with regulations related to collections and customer communications, and workforce operations across in-office, hybrid, and remote environments.

Ideal Candidate

The ideal candidate is a collections operations leader with experience managing Consumer Lending Collections teams and delinquency portfolios while ensuring operational, vendor, customer, and financial risk management. They are strong in regulatory compliance for collections and customer communications and can handle complex case processes such as SCRA (Servicemembers Civil Relief Act), Probate, Bankruptcy, Offsets, Loss Mitigation, Modification Programs, and Litigation.

Must-Have Skills

Manage teams within Consumer Lending Collections functionOperational risk management and financial risk managementManage delinquency portfolios and departmental expense budgetsManage daily operationsproductivity metricsdialing strategiesschedulingquality assuranceEnsure compliance with evolving regulatory requirements and internal policiesManage complex operational processes including SCRAProbateBankruptcyOffsetsLoss MitigationModification Programsand LitigationImplement process and procedural updates to maintain compliance and operational efficiencyManage issue resolution by assessing severityassigning ownershipand ensuring timely and transparent resolutionEnsure compliance with regulations related to collections and customer communicationsMinimize financial loss and maximize recoveries by managing frontline teams and vendor relationshipsEstablish and maintain strong working relationships with internal partners across Business ControlsITLegalComplianceProductOperations SupportRiskand Financeand with external vendors and stakeholdersManage workforce operations across in-officehybridand remote environmentsManage development and sustainability of onboarding programs and continuing education for staff

Required Skills

Collections leadershipConsumer Lending Collectionsdelinquency portfoliosexpense budgetsproductivity metricsdialing strategiesschedulingquality assuranceSCRAServicemembers Civil Relief Actprobatebankruptcyoffsetsloss mitigationmodification programslitigationregulatory compliancecustomer communicationsissue resolutionrisk managementvendor relationshipsworkforce operationstraining programsonboarding programscontinuing educationprocess improvement

Hard Skills

Collections leadershipDelinquency portfolio oversightExpense budget oversightOperational risk managementVendor risk managementCustomer risk managementFinancial risk managementDialing strategiesSchedulingQuality assuranceCompliance managementRegulatory complianceCollections and customer communications complianceIssue resolution managementRisk severity assessmentOwnership assignmentTimely resolution managementProcess and procedural updates implementationWorkforce operations managementTraining program managementOnboarding programs developmentContinuing education managementLoss mitigationModification ProgramsOffsetsProbateBankruptcyLitigationSCRA (Servicemembers Civil Relief Act)SCRA process expertise

Soft Skills

People leadershipStakeholder relationship managementCross-functional partnershipRisk-aware communicationOperational managementCoaching and developmentCustomer-focused decision makingTransparent issue managementCoordination with internal partners

Industry & Role

Industry Banking

Job Function Lead Consumer Lending Collections operations to maximize recoveries, ensure compliance, and manage complex case processes and workforce performance.

Role Subtype Operations Manager

Keywords for Your Resume

Collections Department LeaderCollections LeadershipConsumer Lending Collectionsdelinquency portfoliosdepartmental expense budgetsproductivity metricsdialing strategiesschedulingquality assuranceoperational performanceSCRAServicemembers Civil Relief ActProbateBankruptcyOffsetsLoss MitigationModification ProgramsLitigationprocess improvementprocedural updatesregulatory compliancecollections and customer communicationsissue resolutionrisk managementvendor relationshipsworkforce operationshybridremote environmentsonboarding programscontinuing educationSCRA (Servicemembers Civil Relief Act)

Deal Breakers

Must have collections leadership experience managing Consumer Lending Collections teams, Must have experience with complex collections processes including SCRA (Servicemembers Civil Relief Act), Probate, Bankruptcy, Offsets, Loss Mitigation, Modification Programs, and Litigation

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