Operational Audit Associate (Hybrid)

About the Role

The Operational Audit Associate oversees audits of third-party collection agencies, law firms, and the internal recovery team to ensure compliance with the FDCPA and other regulatory requirements. This role evaluates operational processes, inventory management, and collection practices through onsite and offsite audits. The auditor also monitors key controls and compliance areas such as dialing regulations, payment processing, dispute handling, licensing, and contract adherence while providing oversight and recommendations to strengthen operational performance and regulatory compliance. This role reports to the Lead, S&O.

Responsibilities

• Conduct quarterly onsite and offsite audits of third-party collection agencies, law firms, and internal recovery operations to assess performance, operational processes, and regulatory compliance.
• Audit inventory, accounts, and files forwarded to agencies to verify accuracy, completeness, and adherence to internal policies.
• Review call recordings, written communications, and outbound collection activity (letters, emails, dialing, SMS, prerecorded messages, chat) to ensure compliance with the FDCPA and other applicable laws.
• Evaluate key compliance and operational areas including dialing regulations, payment processing, disputes, settlements, payment plans, licensing, and contract adherence.
• Identify deficiencies or non-compliant activities, document findings, and partner with agencies to implement corrective actions.
• Prepare detailed audit reports and maintain records to support internal monitoring and regulatory reviews.
• Collaborate with Compliance and Operations teams to stay current on regulatory requirements and industry best practices.
• Provide recommendations to leadership regarding vendor performance, retention, or termination.
• Conduct performance audits including liquidation rate analysis and improvement opportunities.

Requirements

• Bachelor’s degree in Business or equivalent experience in collections at a creditor, lender, or collection agency/debt buyer.
• 5–7 years of experience in collections operations, vendor management, or dialer strategy.
• Experience in collections training, quality assurance, reporting or compliance preferred.
• Ability to identify audit findings, escalate issues appropriately, and manage relationships with agency or law firm leadership in a professional and assertive manner.
• Proven ability to manage complex projects through their entire lifecycle, from initial scoping to final delivery.
• Strong written and verbal communication skills with the ability to collaborate across departments.
• Proficiency in Microsoft Office and Google Suite.

Pay

The budgeted annual salary range for this position is $72,000 to $104,000. Actual annual salary will be determined based on qualifications, skills, experience, and level assessed during the hiring process and may fall outside of the range shown. Additional compensation for this role may include a bonus. All full-time employees are eligible to participate in Company benefits, described in more detail here.