Collections

• Own the end to end collections strategy for all stages of delinquency with clear focus on improving roll rates, cure rates, and net losses
• Design and execute integrated strategies across digital, SMS, email, IVR, and agent channels
• Partner with Analytics to ensure segmentation and decisioning models are embedded in daily workflow
• Monitor performance daily and drive immediate action when results fall below expectation
• Translate insights into targeted treatments across early, mid, and late stage past due accounts
• Lead and develop the manager of collections and the agent workforce
• Build a disciplined culture focused on follow through, urgency, quality, and compliant execution
• Establish clear expectations for contact strategy, call handling, documentation, and QA
• Drive a performance based environment with transparency of results at agent, team, and portfolio levels
• Ensure operational controls are followed across all channels with consistent documentation and outcomes
• Work closely with Compliance, QA, and Risk teams to maintain alignment with policy and regulatory expectations
• Partner with Workforce Management to ensure schedules align with contact and performance needs
• Define and improve processes required for stability, accuracy, and predictable results
• Use data to identify trends, variances, and drivers of performance
• Develop and refine daily, weekly, and monthly reviews that guide decision making
• Partner with Analytics on segmentation, capacity planning, and strategy testing
• Create a test and learn environment with measurable outcomes that feed continuous improvement
• Partner with Product, Engineering, and Operations on digital enhancements and tool improvements
• Collaborate with Recoveries, Debt Sale, and BK to ensure clear accountability and smooth hand offs
• Serve as a key voice in investor reporting, providing insights that build confidence in portfolio health

Director, Collections

Collections & Recovery App Developer – Assistant Vice President

Collections Analyst

Insurance Collections Coordinator