Coordinador de Procesos Operativos y Automatización en fintech, asegurando calidad de datos y KPIs operativos. Colaborando entre Collections, Tecnología y áreas estratégicas para maximizar la eficiencia operativa.
About the role
- Director of Collections managing collections technology and performance outcomes for a credit market ecosystem. Leading operations for outbound collections and performance analytics in a hybrid workplace.
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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Collections Analyst managing accounts receivable and collection efforts for law firm. Collaborating with attorneys to maintain client relationships and ensure timely payments.
Credit Control role ensuring cash collection for local and International customers worldwide. Managing cash allocations, invoicing, and high - level customer service as part of the Finance team in Raleigh.
Collections Representative handling utility receivables for the Region of Peel. Addressing customer inquiries and resolving collections issues through various communication channels.
Director overseeing Credit and Collections at Finning Canada, managing accounts receivable and commercial finance functions. Leading teams and collaborating across departments to maximize sales and minimize bad debt.
Collection Coordinator managing overdue invoices and contacting customers for payment at Dun & Bradstreet. Collaborating with teams to resolve disputes and facilitate cash application.
Credit and Collection Supervisor managing team in accounts receivable processes at Daikin Texas Technology Park. Overseeing collections, training, and compliance for the department.
Credit and Collections Analyst managing accounts receivable portfolio at Allegion, focusing on collections and credit risk. Supporting billing and cash application for acquired businesses.
Collections Specialist executing B2B collections strategies and managing client inquiries at Accenture. Fostering strong client relationships and ensuring timely recovery of outstanding receivables.
Credit & Collections Specialist responsible for accounts management and customer service at Jeld - Wen. Handling credit analysis and collection portfolios in a fast - paced environment.