Director, Collections

BMG Money

13d•Hybrid

About The Position

At BMG Money, our mission is to provide access to affordable and responsible credit for underserved consumers facing unexpected expenses. We all share one vision— Redefining lending through technology, where underserved individuals can thrive financially through forward-thinking, responsible, and innovative financial solutions. Job Summary The Director of Collections leads all past due portfolio management with full accountability for strategy, performance, and agent execution. This is a critical build function that requires strong leadership, analytical strength, and a clear ability to convert insights into action. This leader will drive agent performance while coordinating digital channel collections strategy. This role shapes business outcomes that directly affect revenue, investor confidence, and long term growth.

Requirements

7+ years of experience leading collections operations with a strong performance track record
Demonstrated leadership of managers and frontline teams in a fast paced environment
Strong analytical and problem solving capability
Experience building integrated contact strategies across digital and live channels
Proven ability to drive results, improve processes, and influence cross functional partners
Deep understanding of compliance expectations for collections

Responsibilities

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