Customer Service & Collections Manager

Division: Eastern Funding • Location: New York City, NY • Grade: 11 • Pay Range: $66,669–$122,975

About the Role

The Vice President, Collections & Customer Service is responsible for the leadership, performance, and operational oversight of the Collections and Customer Service departments, including delinquency management, customer service, departmental metrics, and reporting. The VP works collaboratively with the Chief Operating Officer (COO) to improve processes and procedures and partners with the Collections and Customer Service Team Leaders to establish goals, develop employees, strengthen team performance, and drive continuous improvement.

Responsibilities

• Provide leadership and oversight of Collections to ensure established delinquency, recovery, productivity, and quality expectations are achieved.
• Monitor delinquency trends and ensure appropriate strategies are established.
• Hold the Team Leader accountable for collector performance, coaching, documentation, and execution of established collection strategies.
• Partner with Credit, Risk, Workout, Legal, and Sales on complex or deteriorating relationships.
• Provide leadership and oversight of Customer Service to ensure established service levels, quality, and responsiveness standards are achieved.
• Monitor nCino and Five9 performance, customer responsiveness, service levels, and escalations.
• Hold the Team Leader accountable for employee performance, coaching, and adherence to Communication Standards.
• Establish clear individual and departmental performance expectations.
• Conduct regular production meetings and employee coaching.
• Maintain appropriate staffing, workload distribution, and succession/coverage plans.
• Produce and analyze daily, weekly, and monthly performance reporting for Executive Leadership.
• Maintain current Collections and Customer Service procedures and ensure appropriate operational controls are followed.
• Identify opportunities to automate or eliminate manual activities that detract from core Collections and Customer Service responsibilities.
• Proactively communicate material risks, performance concerns, and operational barriers to the COO and Executive Leadership.
• Deliver assigned initiatives and action plans within established deadlines.

Requirements

• Bachelor’s degree required; advanced degree preferred.
• 7 to 10 years of progressive Collections, Customer Service, or financial services experience.
• 5+ years of leadership experience managing teams and performance.
• Commercial lending, equipment finance, or banking experience strongly preferred.
• Demonstrated success managing delinquency, collections, and portfolio recovery.
• Experience managing call center/customer service operations and performance metrics.
• Strong analytical skills with demonstrated ability to use data to drive operational decisions.
• Experience with CRM, collections, and contact center technology; FIS, nCino, and Five9 experience preferred.
• Strong executive communication, problem solving, and cross-functional leadership skills.
• Demonstrated ability to execute independently, manage competing priorities, and deliver results within established deadlines.

Pay

$66,669–$122,975. Actual compensation within the pay range will be determined based on factors including, but not limited to, skills, prior relevant experience, and specific work location.