Concord Servicing

Director of Collections

Concord Servicing

full-time

Posted on:

Location Type: Hybrid

Location: Scottsdale • Arizona • United States

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Job Level

Lead

Tech Stack

Cloud

About the role

  • Collections Performance & Portfolio Outcomes
  • - Oversee outbound collections for all delinquency stages and segments.
  • - Utilize portfolio segmentation to inform dialing strategies and campaign design.
  • - Collaborate with Reporting & Analytics on portfolio metrics and performance.
  • - Align strategies with agent leaders based on customer feedback and delinquency reasons.
  • - Focus on improving contact effectiveness and portfolio recoveries.
  • Collections Technology Ownership
  • - Act as the business owner for Genesys Cloud collections functionality.
  • - Design strategies for dialing, routing, campaign orchestration, and automation.
  • - Maintain execution standards across internal and BPO teams.
  • - Work with IT on platform enhancements and future planning.
  • - Provide expertise on industry trends and recovery methods.
  • Execution Governance & Operating Cadence
  • - Set KPI frameworks and performance accountability in the collections center.
  • - Identify and address execution gaps and performance risks.
  • - Prepare insights and recommendations for senior leadership.
  • - Support execution for the VP of Contact Center.
  • BPO Oversight (Limited)
  • - Ensure BPO partners adhere to collections logic and performance standards.
  • - Manage SLAs, scorecards, audits, and optimization initiatives.

Requirements

  • - 10+ years of collections contact center leadership experience.
  • - Deep, hands-on expertise with Genesys Cloud in a collections environment.
  • - Strong command of collections performance drivers and portfolio analytics.
  • - Demonstrated ability to partner with analytics teams to drive execution and outcomes.
  • - Experience operating in regulated servicing or financial services environments.
  • **Preferred**
  • - Loan servicing, credit administration, or specialty finance collections experience.
  • - Experience scaling or transforming internally led (near-shore) contact center operations.
  • - Strong executive communication and stakeholder management skills.
  • - Bachelor’s degree; MBA or advanced degree preferred.
Benefits
  • - Health Care Plan (Medical, Dental & Vision)
  • - Retirement Plan (401k, IRA)
  • - Life Insurance (Basic, Voluntary & AD&D)
  • - Paid Time Off (Vacation, Sick & Public Holidays)
  • - Family Leave (Maternity, Paternity)
  • - Short-Term & Long-Term Disability
  • - Wellness Resources
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
collections performanceportfolio analyticsKPI frameworkscampaign orchestrationdialing strategiesrouting strategiesautomationexecution standardsperformance accountabilityportfolio recoveries
Soft Skills
executive communicationstakeholder managementcollaborationinsight preparationperformance risk identificationcustomer feedback alignmentexecution gap addressingleadershipstrategic planninganalytical partnership
Certifications
Bachelor's degreeMBAadvanced degree