VP-Recovery Collections

SECU

3d•Hybrid

About The Position

The Vice President of Recovery Collections is a leadership role responsible for oversight of our charged off collection’s function including leading operational teams and staff. This leader will drive the successful recovery of mortgage and consumer debt, prioritizing both maximum financial recovery and exceptional member service. This role requires a leader capable of planning, implementing related technologies, monitoring performance framework, optimizing recovery collections within a high-volume, multi-channel contact center while managing specialized recovery strategies, capably navigating the details of regulatory compliance, operational efficiency, and a member-centric approach. Core responsibilities include helping define and fully implementing and executing on strategic recovery objectives, monitor optimal staffing, leveraging technology for enhanced performance, establishing clear performance metrics, ensuring firm regulatory adherence, and implementing continuous operational improvements to significantly maximize recovery. The VP will also be accountable for staff and team human resources actions, productivity, training, and workload management, all while adhering to recovery goals. This position requires deep operational expertise in debt recovery collections including legal, a proven ability to drive optimization, and proficient understanding of regulatory landscapes.

Requirements

Degree in Finance, Economics, Business Administration, or related field with advanced degree desired.
Minimum of 7 years of experience in recovery, collections, contact center and/or legal/compliance practice plus 1 additional year of experience as a supervisor, lead, or mentor
Demonstrated expertise in federal and state consumer financial protection laws, including SCRA, TCPA, UDAAP, FCRA, FDCPA, and NCUA/CFPB regulations
Thorough understanding of mortgage and consumer loan servicing operational systems and technologies.
Experience preferred with systems including but not limited to ACES, ICE/MSP, ALS, NICE, Omilia, FDR, Default Manager, RDN, PACER/AACER and OnBase.
Detailed understanding of Recovery Collections processes and Contact Center management including knowledge and proficiency with charge off/repossession processes and decision-making
Related experience implementing data and technology solutions that enhance workflow efficiency, automate decision-making, and improve compliance controls
Proven success managing recovery collections and contact center operations during periods of high-volume
Demonstrated success managing both inbound/outbound contact center operations
Proven experience with telephony systems including IVR and quality monitoring and call recording systems; NICE.
Background developing and administrating training programs for recovery collections specialists
Strategic Vision and Decision-Making Ability to execute strategies for recovery collections contact center operations including optimizing recovery strategies, workflow processes and resource allocation
Implementation of technology enhancements that improve recovery collection contact and recovery payment rates, operational efficiency and compliance management.
Implementing key performance indicators (KPIs) that drive business decisions and measure success including performance standards and accountability measures for all team members
Experience translating business objectives into operational action plans
Experience making difficult decisions balancing operational needs, compliance requirements, and financial objectives
Implement omnichannel contact and recovery payment strategies (phone, IVR, email, SMS, online member access)
Implementation and operationalizing modern digital recovery collections capabilities including Payments Platform and Consumer Lending Collections and Recovery Platform.
Team Development and Management Proven ability to recruit, develop, and retain top talent in recovery and a contact center
Mentorship skills and commitment to employee growth and development including identifying training needs and coordinating training priorities
Ability to manage through organizational change and transformation initiatives
Foster a positive, high-performance culture that emphasizes both results and employee engagement
Communication Excellent verbal and written communication skills across all organizational levels
Ability to translate regulatory and operational concepts into clear communications
Negotiation skills with members, regulators, and service providers

Nice To Haves

Experience at a top-tier credit union, bank/mortgage servicer or financial institution
Background managing work-from-home/hybrid collections or recovery contact center teams
Knowledge of recovery scoring and segmentation methodologies, including behavioral scoring and propensity models

Responsibilities

Design, Implement and Oversee daily operations of recovery contact center teams including managers and agents across multiple locations
Implement and optimize workforce management systems to ensure appropriate recovery collections staffing levels
Ensure continuous improvement in key performance metrics including right-party contact rates, promise-to-pay rates and cost per recovery.
Implement analytics-driven approaches to recovery collections segmentation and treatment strategies
Ensure that recovery collections operational teams have implemented call monitoring programs with appropriate calibration protocols and coaching frameworks
Ensure that operational team’s effective remediation of processes to address quality findings or deficiencies in the recovery collections process.
Implement and oversee the execution of recovery collection strategies for various loan asset classes including staffing models, technology requirements, and performance metrics.
Implement data-driven segmentation strategies for optimal recovery treatment based on attributes such as loan type, balance, age, and member profile
Implement scoring models and account prioritization frameworks to optimize recovery strategies and resource allocation, manage skip tracing protocols and contact strategies for hard-to-reach members including digital outreach methods
Analyze key performance metrics and KPIs to optimize recovery collection effectiveness. and track performance against goals and objectives.
Ensure all activities maintain strict adherence to federal, state, and local regulations
Ensure teams and staff receive training specific to recovery collections including role-specific compliance training modules addressing function-specific regulatory requirements, negotiation techniques and skip tracing methodologies
Implement telephony infrastructure to support recovery collections operations
Implement contact routing strategies, IVR designs, and skill-based routing frameworks
Develop and maintain robust internal controls for recovery collections activities
Implement quality assurance programs to monitor call quality and compliance