Director, Collections Strategy
Aqua Finance, Inc.
full-time
Posted on:
Location Type: Remote
Location: United States
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Job Level
About the role
- Own the enterprise outbound collections strategy and roadmap across dialer, SMS, and email channels.
- Define customer segmentation and contact cadences aligned to risk tiers, DPD, roll rates, and collectability.
- Establish and govern contact policies, including caps, quiet hours, time-zone rules, channel prioritization, and suppression logic.
- Partner with Dialer Management to optimize predictive, power, and preview strategies, routing, and callback workflows.
- Set performance standards and monitor RPC, PTP, cure rates, abandonment, call quality, and agent productivity.
- Collaborate with Workforce Management on list strategy, pacing, penetration, and occupancy targets.
- Lead SMS and email program strategy, including consent management, suppression frameworks, and sender reputation.
- Oversee compliant message libraries and dynamic content strategies by segment and customer intent.
- Drive test-and-learn initiatives, including A/B and multivariate testing across channels, cadence, and messaging.
- Develop executive-level dashboards and analytics to measure effectiveness, incremental lift, and ROI.
- Ensure compliance with FDCPA, TCPA, CAN-SPAM, Regulation F, UDAAP, privacy laws, and applicable state requirements.
- Maintain strategy documentation, change governance, and audit readiness.
- Provide strategic oversight of dialer platforms, SMS aggregators, and email service providers.
- Lead cross-functional change initiatives, aligning Operations, Compliance, Technology, and frontline teams.
Requirements
- Bachelor’s degree in related field, or commensurate work experience required
- 7 years of experience in collections, credit operations, or lifecycle marketing
- 3 years leading outbound dialer, SMS, and email strategies.
- 3 years of people leadership experience.
- Hands-on experience with predictive dialers, SMS orchestration, and email deliverability fundamentals.
- Practical understanding of outbound communications compliance, including FDCPA, TCPA, CAN-SPAM, Regulation F, and consent/privacy requirements.
- Experience in regulated financial services environments such as fintech, lending, credit cards, auto, BNPL, or telecom.
- Strong analytical skills, including proficiency with SQL, Excel, and BI tools (e.g., Power BI, Tableau, Looker).
- Familiarity with risk scoring, propensity modeling, or ML-driven segmentation approaches.
- Exposure to scripting or analytics languages (e.g., Python or R) for deeper analysis.
- Experience with SMS 10DLC compliance, STIR/SHAKEN call labeling mitigation, and domain or sender reputation management.
- Ability to translate complex data and strategy into clear executive and operational communications.
- Strong attention to detail and accuracy in a highly regulated environment.
- Ability to thrive in a fast-paced, change-driven organization.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
outbound collections strategycustomer segmentationcontact policiespredictive dialersSMS orchestrationemail deliverabilitySQLExcelPower BIPython
Soft Skills
analytical skillspeople leadershipattention to detailcommunicationstrategic oversightcollaborationchange managementexecutive communicationproblem-solvingadaptability