Collections and Recoveries Officer managing customer debt to minimize losses at Absa. Negotiating repayment terms and adhering to company policies for effective collections.
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
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