Director of Collections chez Concord Servicing

Description

Concord sits at the center of the credit market ecosystem. We provide loan servicing, backup servicing, and capital markets administration for specialty finance lenders, institutional investors, and asset managers. Our clients include originators across fintech, solar, home improvement, equipment finance, and other specialty asset classes. When a lender needs a trusted partner to service their portfolio or a trustee needs real-time reporting, they call Concord. 

About the Role 

The Director of Collections Operations owns the technology, execution model, and performance infrastructure that drives Concord Servicing’s collections outcomes. This role acts as the operational extension of the VP of Contact Center, translating portfolio strategy into dialing architecture, campaign execution, analytics requirements, and measurable portfolio results.

This is a non-agent-managing role focused on systems, performance leverage, and execution rigor within an internally led (near-shore MXC) collections environment, supported by limited BPO capacity.

Responsibilities:

Collections Performance & Portfolio Outcomes

• Oversee outbound collections for all delinquency stages and segments.
• Utilize portfolio segmentation to inform dialing strategies and campaign design.
• Collaborate with Reporting & Analytics on portfolio metrics and performance.
• Align strategies with agent leaders based on customer feedback and delinquency reasons.
• Focus on improving contact effectiveness and portfolio recoveries.

Collections Technology Ownership

• Act as the business owner for Genesys Cloud collections functionality.
• Design strategies for dialing, routing, campaign orchestration, and automation.
• Maintain execution standards across internal and BPO teams.
• Work with IT on platform enhancements and future planning.
• Provide expertise on industry trends and recovery methods.

Execution Governance & Operating Cadence

• Set KPI frameworks and performance accountability in the collections center.
• Identify and address execution gaps and performance risks.
• Prepare insights and recommendations for senior leadership.
• Support execution for the VP of Contact Center.

BPO Oversight (Limited)

• Ensure BPO partners adhere to collections logic and performance standards.
• Manage SLAs, scorecards, audits, and optimization initiatives.

Requirements

• 10+ years of collections contact center leadership experience.
• Deep, hands-on expertise with Genesys Cloud in a collections environment.
• Strong command of collections performance drivers and portfolio analytics.
• Demonstrated ability to partner with analytics teams to drive execution and outcomes.
• Experience operating in regulated servicing or financial services environments.

Preferred

• Loan servicing, credit administration, or specialty finance collections experience.
• Experience scaling or transforming internally led (near-shore) contact center operations.
• Strong executive communication and stakeholder management skills.
• Bachelor’s degree; MBA or advanced degree preferred.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short-Term & Long-Term Disability
• Wellness Resources