Director of Collections & Customer Service Contact Centers

About the role

We are seeking a Director of Collections and Customer Service for our contact center operations in Charlotte, NC. This key leadership role reports directly to the SVP of Central Operations and oversees inbound and outbound collections, call center sales, and customer service activities across two locations. The position requires 30% travel and offers significant opportunity for future growth driven by business expansion and centralization of key account servicing functions.

This role directly impacts the organization’s profitability by managing a mixed consumer loan product portfolio through internal teams and external agencies, collaborating with risk, operations, digital, compliance, legal, and branch network partners.

Responsibilities

• Reduce delinquency and losses while improving customer experience by delivering products and services tailored to customer needs.
• Ensure production standards and goals are achieved within the forecasted expense budget.
• Recruit, retain, and develop a high-performing team that thrives in a competitive, fast-paced environment with opportunities for career growth.
• Enhance technology solutions such as dialers, skip tools, text messaging, and chat to increase customer contact.
• Develop and implement process and operational improvement strategies using data-driven decision-making.
• Manage collections and servicing of consumer loan products through internal teams and external agencies.
• Collaborate with business leaders to support critical projects and initiatives.
• Provide training, coaching, and development for managers, supervisors, and call center staff.
• Recommend capacity plans and reporting improvements to meet portfolio receivable goals (e.g., charge-off, roll rates, recovery, expense budget).
• Promote a risk-aware culture ensuring compliance with credit and regulatory standards.
• Provide insights to enhance collection strategies and decisioning logic.
• Ensure operational strategies and processes comply with applicable laws and internal policies.

Requirements

• 8+ years of relevant experience managing large, multi-site call center operations in collections, sales, and/or customer service (experience in all three preferred).
• Proven leadership skills with a strong bias for achieving results in a collaborative environment.
• Track record of identifying and implementing business performance improvements.
• Experience developing or implementing call center strategies for large sites.
• Bachelor’s degree in business or related field.
• Strong communication, presentation, and financial/analytical skills.
• Lead-by-example approach with high integrity and transparency in management.
• Ability to motivate teams and foster a positive employee culture.
• Thorough knowledge of state and federal regulatory requirements.

Benefits

• Competitive compensation and benefits package.
• Health, dental, and vision insurance.
• 15 days of Paid Time Off (PTO) to start + 1 additional personal holiday.
• 401k with employer match.
• Company-provided life insurance and long-term disability.
• Employee Assistance Program (confidential mental health support).
• Access to LinkedIn Learning’s library of 10,000+ professional development courses.
• Employee of the Month Program.
• Philanthropic support, including an annual drive for St. Jude Children’s Research Hospital.
• Regular drawings for sports tickets.
• Professional offices with a friendly team environment.

Location: Charlotte, NC | Travel: 30%