Manager, Digital and AI Debt Collections

What You Will Do

• Develop and execute digital collection strategies using SMS/text messaging, email, chat, and other digital communication channels
• Identify opportunities to incorporate AI into collection workflows, customer engagement, account prioritization, and operational decision-making
• Evaluate customer response, engagement, contact, and payment data to improve digital campaigns and collection outcomes
• Design and test messaging strategies, contact sequences, segmentation approaches, and targeted campaigns for delinquent customers
• Partner with IT, Compliance, Data Analysts, and departmental leaders to implement digital and AI-driven solutions
• Analyze existing collection and servicing processes to identify opportunities for automation, efficiency, and improved customer engagement
• Research and evaluate technology vendors, platforms, and AI tools that can enhance collection operations
• Develop performance metrics, dashboards, and reporting to measure the effectiveness of digital collection strategies
• Ensure digital communications and collection practices comply with applicable regulations, internal policies, and customer consent requirements
• Document processes, workflows, campaign strategies, and operating procedures
• Manage or assist in managing a small team responsible for digital collection initiatives and related operational activities
• Train, coach, and support employees as new technologies and collection strategies are introduced

What We Are Looking For

• Debt collections or loan servicing experience required
• Bachelor’s degree required
• Strong interest in digital communications, automation, artificial intelligence, and emerging technology
• Experience using SMS/text messaging, email, or other digital channels to communicate with customers
• Highly analytical, curious, and motivated to use data to improve results
• Strong project management skills and the ability to take initiatives from concept through implementation
• Detail-oriented and willing to dig into processes, workflows, campaign performance, and customer behavior
• Able to collaborate effectively with IT, Compliance, Analytics, Operations, vendors, and senior leadership
• Experience managing, supervising, mentoring, or coaching employees preferred
• Experience with process improvement, workflow mapping, policies, or procedures is a plus
• Able to balance innovation, customer experience, operational performance, and regulatory compliance

Why Join SAFCO?

• Competitive salary and bonus opportunity
• Comprehensive benefits package, including medical, dental, vision, life insurance, disability, and a 401(k) with Company match
• Stable company with more than 30 years of success and growth
• Opportunity to help shape SAFCO’s digital and AI collection strategy
• Ability to make a visible impact and grow your career
• Collaborative, team-oriented culture that values innovation, accountability, and professional development

Relocation Requirement

This position is 100% in-office at SAFCO’s headquarters in Pompano Beach, Florida. Remote and hybrid work are not available. Candidates who do not currently live in South Florida must be willing and able to relocate to the area.

About the Role

SAFCO is seeking a driven, forward-thinking professional to help lead the digital and AI transformation of our debt collection and loan servicing operations. This role will focus on developing more effective ways to engage customers through SMS/text messaging, email, AI-powered solutions, and other digital channels. The ideal candidate combines debt collections or loan servicing experience with strong analytical skills, curiosity about emerging technology, and the ability to turn new ideas into measurable results. This is an exciting opportunity for someone who enjoys building programs from the ground up and wants to make a visible impact within a growing organization.

Qualifications

Debt collections or loan servicing experience required

Bachelor’s degree required

Strong interest in digital communications, automation, artificial intelligence, and emerging technology

Experience using SMS/text messaging, email, or other digital channels to communicate with customers

Highly analytical, curious, and motivated to use data to improve results

Strong project management skills and the ability to take initiatives from concept through implementation

Detail-oriented and willing to dig into processes, workflows, campaign performance, and customer behavior

Able to collaborate effectively with IT, Compliance, Analytics, Operations, vendors, and senior leadership

Experience managing, supervising, mentoring, or coaching employees preferred

Experience with process improvement, workflow mapping, policies, or procedures is a plus

Able to balance innovation, customer experience, operational performance, and regulatory compliance

Benefits

Comprehensive benefits package, including medical, dental, vision, life insurance, disability, and a 401(k) with Company match

Pay

Competitive salary and bonus opportunity

Schedule

Full-Time | Exempt | In-Office

Location

Pompano Beach, Florida