Manager, Global Collections Compliance

PayPal•San Jose, CA

57d•Hybrid

About The Position

The Manager, Global Collections Compliance ensures that collections and recoveries activities adhere to all applicable laws, regulations, and internal policies. Serving on the Second Line of Defense (SLOD) within the Fair and Responsible Practices (FRP) organization, this role partners closely with Legal, SLOD Stakeholders, Operations, and Product teams to uphold consumer protection standards (e.g., FDCPA, UDAAP). Key responsibilities include providing governance and oversight of compliance requirements and controls, as well as offering consultative guidance to first line partners in a fast paced and dynamic environment to promote effective compliance and risk management across collections operations. The Manager, Global Collections Compliance is responsible for designing, implementing, and overseeing compliance programs, policies, and training related to debt collections in a dynamic fintech or banking environment. Reporting to a Director of Compliance, this role ensures the organization adheres to all relevant federal, state, and industry regulations while partnering closely with multiple business units, collections operations, and third-party vendors. This is an individual contributor role with significant cross-functional influence and advisory responsibility but does not have direct reports.

Requirements

5+ years relevant experience and a Bachelor's degree OR Any equivalent combination of education and experience.
5-7+ years of experience in compliance, risk management, audit, or regulatory oversight, preferably within collections, recoveries, or consumer credit operations.
Demonstrated knowledge of collections-related regulations, including: Fair Debt Collection Practices Act (FDCPA)
Unfair, Deceptive, or Abusive Acts or Practices (UDAAP)
Consumer Financial Protection Bureau (CFPB) guidance
Fair Credit Reporting Act (FCRA) and other applicable consumer protection laws.
Demonstrates a proactive approach by identifying potential compliance risks in collections and taking initiative to enhance the organization's compliance posture and operational effectiveness, while continually enhancing the rigor and execution of compliance routines to support scalability and the speed of First Line of Defense (FLOD) change.
Proven experience developing and maintaining compliance programs, controls, and monitoring frameworks specific to collections or consumer servicing functions.
Experience in conducting or supporting monitoring, testing, or quality assurance reviews to assess regulatory adherence and control effectiveness.
Skilled in collaborating with first and second line of defense teams, including Legal, Operations, and Risk, to develop and implement compliance solutions.
Experience supporting third-party oversight or vendor management programs for collections agencies or servicing partners.
Strong understanding of governance structures, Issue Management, and root cause analysis related to compliance incidents.
Excellent communication and presentation skills, with the ability to clearly explain regulatory expectations and influence cross-functional stakeholders.
Bachelor's degree required; advanced degree or certifications (e.g., CRCM, CAMS, CCEP) preferred.
Ability to interpret policy and regulatory requirements and apply them in practice.
High energy and creativity, and the desire to work in a growing and changing environment.

Nice To Haves

CAMS - Certified Ant-Money Laundering Specialist or CRCM - Certified Regulatory Compliance Manager preferred - ABA

Responsibilities

Identify issues and recommend best practices for risk management within the organization.
Lead functional projects and programs that enhance risk assessment and mitigation efforts.
Collaborate with teams to analyze business trends and their implications for risk management.
Contribute to process improvements that enhance the effectiveness of risk management strategies.
Provide guidance and support to team members in executing risk management initiatives.
Develop, implement, and maintain the Compliance Management System (CMS) for collections, ensuring adherence to relevant laws (FDCPA, Reg F, TCPA, FCRA, UDAAP, SCRA, GLBA) and state-level collection requirements.
Monitor and interpret regulatory changes affecting collections and communicate actionable guidance and updates to stakeholders across the organization.
Collaborate with collections, legal, operations, and product teams to integrate compliance best practices into daily processes and new initiatives.
Create, update, and deliver compliance policies, procedures, and training to staff and vendors, fostering a risk-aware culture and ethical collections practices.
Support and develop monitoring and testing strategies, and coordinate internal/external audits, regulatory examinations, and responses to compliance inquiries relating to collections.
Oversee compliance risk assessments, recommend and track remediation plans, and monitor progress in collaboration with business partners.
Serve as a subject matter expert on collection laws and regulations, providing guidance for process improvements and third-party vendor risk management.
Prepare reports and presentations for senior leadership summarizing key issues, compliance metrics, audit outcomes, and regulatory trends.
Provide regulatory and compliance guidance on all related collections requirements and obligations related to applicable products and services.
Review Collections communications templates, models, and strategy changes
Review and assist in the triage of collections-related complaints for appropriate monitoring, tracking and escalations.
Coordinate with Legal, Compliance, and business partners on collections related Incident and Issue Management remediation efforts.

Benefits

PayPal is committed to fair and equitable compensation practices.
Actual Compensation is based on various factors including but not limited to work location, and relevant skills and experience.
The total compensation for this practice may include an annual performance bonus (or other incentive compensation, as applicable), equity, and medical, dental, vision, and other benefits. For more information, visit https://www.paypalbenefits.com.
PayPal does not charge candidates any fees for courses, applications, resume reviews, interviews, background checks, or onboarding. Any such request is a red flag and likely part of a scam. To learn more about how to identify and avoid recruitment fraud please visit https://careers.pypl.com/contact-us.
For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.
At PayPal, we're committed to building an equitable and inclusive global economy. And we can't do this without our most important asset-you. That's why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.
We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com.

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