Director, Collections Strategy

When you join Sallie Mae, you become a champion for all students. We’re on a mission to power confidence as students begin their unique journey. To help them plan their higher education, successfully finish, and prepare for life after school. To help them Start smart. Learn big. Students need guidance navigating this important time in their life. They need someone who acknowledges that their education path is unique. They need a partner willing to evolve and not only meet but surpass their expectations. We’re changing—because students need a better way.

About the Role

The Director, Collections Strategy will play a pivotal role in shaping and executing the Recovery and Collections Contact Strategy for the Private Student Loan portfolio in their first line of defense controls for Sallie Mae’s. This leadership position will be responsible for driving the vision, development, and implementation of best-in-class recovery strategies to maximize asset recovery, minimize losses, and drive cost efficiencies. The role demands a strategic mindset, strong leadership skills, and the ability to execute programs that drive financial performance while maintaining a customer-centric approach.

This is a data-intensive role requiring a hands-on approach. The preferred candidate will have high competency in SAS, SQL, and Microsoft Office products. The Director will be responsible for end-to-end implementation of strategy and assist with training and recruiting new staff. The position interacts with senior management and requires presenting analysis, reporting, and recommendations to Sallie Mae senior executives and governance committees.

This role can be located in our Newark, DE office or our Sterling, VA office with a planned move to Arlington, VA in Fall 2026.

Responsibilities

• Develop and Execute Collections Strategy
  • Design and implement comprehensive post-default recovery strategies across all collections channels (in-house collections, external agencies, attorney network).
  • Continuously evaluate and enhance collections contact strategies, including the development and build-out of AI capabilities.
  • Collaborate with senior leadership to align collections strategy with organizational goals and credit risk policies.
  • Provide thought leadership and strategy recommendations to drive financial results.
  • Leverage data analytics to personalize outreach and enhance borrower engagement, optimizing resolution rates.
  • Manage key partnerships across the business to influence change.
• First Line of Defense
  • Lead team efforts on first line of defense testing and monitoring.
  • Define and implement testing of new or changed regulations or guidance from Law & Compliance.
• Manage Reporting and Analytics
  • Partner closely with cross-functional teams to ensure collections strategies are compliant and data-driven.
  • Develop and monitor key performance metrics to measure performance and effectiveness across various channels.
  • Drive continuous improvement in collections processes, tools, and systems to enhance team productivity and recovery outcomes.
  • Prioritize and support team projects and initiatives.
  • Assist with training and recruitment of new staff.
• Lead and Mentor a High-Performing Collections Team
  • Build and lead a team of collections professionals, ensuring they are motivated, skilled, and aligned with business objectives.
  • Develop training programs to ensure staff stays current with industry best practices, regulatory changes, and evolving collection strategies.
  • Foster a culture of accountability, innovation, and continuous improvement across the collections function.

Requirements

• Bachelor’s Degree in Business, Economics, or related field or equivalent work experience.
• 10+ years of experience in financial services.
• Previous collections and/or recovery risk experience.
• Strong understanding of U.S. consumer protection laws, credit regulations, and industry best practices (e.g., Fair Debt Collection Practices Act, FDCPA).
• Proficient in SAS, SQL, and Microsoft Office products.
• Experience with financial forecasting, modeling processes, and managing internal & external control requirements.
• Strong analytic and problem-solving skills.
• Experience working with credit and financial models.
• Proven ability to communicate technical information effectively to all audience levels in a concise manner.
• Ability to build and maintain strong relationships with internal and external partners, promoting a collaborative and positive work environment.
• Strong communication and interpersonal skills with the ability to build relationships across business units.
• Ability to operate in a fast-paced, time-sensitive environment effectively managing multiple and changing priorities.

Benefits

• Competitive base salaries and bonus incentives.
• Generous PTO, floating holidays, and 12 federal holidays observed.
• Support for financial well-being and retirement:
  • 401k with employer match.
• Comprehensive medical, dental, vision, hospital indemnity, critical illness, and pet insurance.
• Employer-paid short-term/long-term disability and basic life insurance.
• Flexible hybrid working arrangements.
• Paid parental leave and adoption reimbursement programs.
• Free access to on-site staffed fitness centers (in Delaware) and gym subsidy (for locations outside Delaware).
• Confidential counseling support (EAP), health advocacy services, and wellness program with financial incentives.
• Tuition reimbursement and family scholarship programs.
• Career development and training opportunities.