Director, Collections & Call Center Strategy

What You'll Do

Lead the strategic and operational performance of Collections, Recovery, and Customer Service teams.
Develop and execute initiatives that improve portfolio performance, operational efficiency, and customer outcomes.
Monitor and manage departmental KPIs and performance metrics.
Utilize data, analytics, and technology to identify opportunities, improve processes, and support decision-making.
Partner with Originations, Credit, Finance, and Compliance teams to align risk management and business objectives.
Oversee strategies related to delinquency management, loss mitigation, recoveries, and customer resolution programs.
Apply expertise in bankruptcy law, secured transactions, and regulatory requirements to support effective collections practices.
Drive continuous improvement efforts through process redesign, workflow optimization, and technology enhancements.
Develop, mentor, and inspire leaders and team members while fostering a culture of accountability and customer service excellence.
Participate in cross-functional initiatives and contribute to broader organizational strategy.

What You Bring

• 10+ years of progressive leadership experience in collections, automotive finance, consumer lending, or specialty finance
• Proven success leading collections or call center operations in a high-volume environment
• Strong knowledge of collections strategy, bankruptcy law, secured lending, and risk management practices
• Experience leveraging analytics, reporting, and technology to improve operational performance
• Demonstrated ability to lead large teams and drive organizational change
• Excellent communication, leadership, and relationship-building skills
• Advanced proficiency in Microsoft Office and business systems; experience with NLS or similar servicing platforms preferred
• Advanced proficiency in SQL, business intelligence tools, or advanced analytics is a plus

Why SAFCO?

• Competitive compensation package
• Medical, dental, vision, life, and disability insurance
• 401(k) with company match
• Generous paid time off and company holidays
• Professional growth and development opportunities
• A collaborative culture focused on innovation, accountability, and results

Pay

Earn salary + bonus starting at $150,000 or more annually!

Schedule

This position is based at our headquarters in Pompano Beach, Florida and requires onsite attendance five days per week.

Benefits

• Medical, dental, vision, life, and disability insurance
• 401(k) with company match
• Generous paid time off and company holidays
• Professional growth and development opportunities
• A collaborative culture focused on innovation, accountability, and results