Chief Collections Management Officer

Job Overview

The ideal candidate will be responsible for leading and managing a midsize collections call center unit servicing one or more portfolios. This includes direct leadership of frontline portfolio control managers.

Key Responsibilities:

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• Lead and manage the performance of frontline portfolio control managers to achieve business objectives.\
• Supervise a team of associates and exempt staff on inbound/outbound collections and manual outbound collections for Retail Card.\
• Manage the volume, quality, and timeliness of end results, impacting closely related work teams.\
• Develop and implement strategies to improve collections performance and reduce delinquencies.\
• Analyze complex data and make informed decisions to drive business outcomes.\
• Build strong relationships with stakeholders to ensure effective communication and collaboration.\
• Motivate and develop team members to enhance their skills and performance.\
• Identify and mitigate potential risks that may impact collections performance.\
• Stay up-to-date with industry trends and best practices in collections management.\
• Contribute to the development of policies and procedures to support collections operations.\
• Participate in continuous improvement initiatives to optimize collections processes and efficiency.\
• Collaborate with cross-functional teams to achieve business objectives.\
• Ensure compliance with regulatory requirements and internal policies.\
• Monitor and report on key performance indicators (KPIs) to measure collections performance.\
• Provide coaching and feedback to team members to improve their performance.\
• Develop and implement training programs to enhance team member skills and knowledge.\
• Identify opportunities for process improvements and implement changes to optimize collections operations.\
• Collaborate with IT to resolve technical issues affecting collections operations.\
• Communicate effectively with stakeholders to ensure timely resolution of issues.\
• Stay organized and prioritize tasks to meet deadlines and deliver results.\
• Adhere to company policies and procedures to maintain a positive and productive work environment.\
• Perform other duties as assigned by management.\

Required Skills and Qualifications:

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• Proven experience in collections management, preferably with a focus on inbound/outbound calls and manual outbound collections.\
• Strong leadership and supervisory skills, with the ability to motivate and develop team members.\
• Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders.\
• Ability to analyze complex data and make informed decisions to drive business outcomes.\
• Experience working with data analytics tools and technologies.\
• Knowledge of relevant laws, regulations, and industry standards.\
• Excellent problem-solving and analytical skills.\
• Strong organizational and time management skills.\
• Ability to work in a fast-paced environment and adapt to changing priorities.\
• Willingness to learn and take on new challenges.\
• Experience working in a customer-facing role.\
• Ability to maintain confidentiality and handle sensitive information.\
• Basic computer skills and proficiency in Microsoft Office applications.\
• High school diploma or equivalent required; Bachelor's degree in Business Administration or related field preferred.\
• Two years of experience in collections management or a related field.\
• Experience in a leadership or supervisory role.\
• Certification in collections management or a related field.\
• Industry-recognized certifications such as CRCM, CCM, or CFE.\
• Fluency in English and/or another language.\
• Ability to work in a diverse and inclusive environment.\
• Commitment to professional development and growth.\
• Passion for delivering exceptional customer service.\
• Collaborative and team-oriented mindset.\
• Strong attention to detail and accuracy.\
• Ability to multitask and prioritize tasks effectively.\
• Flexibility and adaptability in a rapidly changing environment.\
• Willingsness to travel occasionally.\
• Availability to work flexible hours including evenings and weekends.\
• Ability to lift up to 25 pounds and stand for long periods.\
• Regular attendance and punctuality are essential for this role.\
• Reliable transportation is required for occasional travel.\
• Background check and credit check may be required.\\