Director, Collections & Call Center Strategy
About The Position
Southern Auto Finance Company (SAFCO) is seeking an experienced and forward-thinking Director, Collections & Call Center Strategy to lead the strategic direction, operational performance, and continuous improvement of its Collections and Customer Service functions. This is a highly visible leadership role responsible for driving portfolio performance, enhancing customer engagement, leveraging technology and analytics, and developing high-performing teams. The ideal candidate combines deep collections expertise with strong business acumen and a passion for operational excellence. This position is based at SAFCO's headquarters in Pompano Beach, Florida, and requires onsite attendance five days per week. Candidates must currently reside in South Florida or be willing to relocate.
Requirements
- 10+ years of progressive leadership experience in collections, automotive finance, consumer lending, or specialty finance
- Proven success leading collections or call center operations in a high-volume environment
- Strong knowledge of collections strategy, bankruptcy law, secured lending, and risk management practices
- Experience leveraging analytics, reporting, and technology to improve operational performance
- Demonstrated ability to lead large teams and drive organizational change
- Excellent communication, leadership, and relationship-building skills
- Advanced proficiency in Microsoft Office and business systems; experience with NLS or similar servicing platforms preferred
- Bachelor's degree required
Nice To Haves
- Experience with SQL, business intelligence tools, or advanced analytics is a plus
- Advanced business education preferred
- Bilingual English/Spanish is helpful but not required
Responsibilities
- Lead the strategic and operational performance of Collections, Recovery, and Customer Service teams
- Develop and execute initiatives that improve portfolio performance, operational efficiency, and customer outcomes
- Establish, monitor, and manage departmental KPIs and performance metrics
- Utilize data, analytics, and technology to identify opportunities, improve processes, and support decision-making
- Partner with Originations, Credit, Finance, and Compliance teams to align risk management and business objectives
- Oversee strategies related to delinquency management, loss mitigation, recoveries, and customer resolution programs
- Apply expertise in bankruptcy law, secured transactions, and regulatory requirements to support effective collections practices
- Drive continuous improvement efforts through process redesign, workflow optimization, and technology enhancements
- Develop, mentor, and inspire leaders and team members while fostering a culture of accountability and customer service excellence
- Participate in cross-functional initiatives and contribute to broader organizational strategy
Benefits
- Competitive compensation package
- Medical, dental, vision, life, and disability insurance
- 401(k) with company match
- Generous paid time off and company holidays
- Professional growth and development opportunities
- A collaborative culture focused on innovation, accountability, and results
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What This Job Offers
Job Type
Full-time
Career Level
Director
