VP-Recovery Collections
Position Overview
The Vice President of Recovery Collections is a leadership role responsible for overseeing the charged off collection function, including operational teams and staff. This leader drives the successful recovery of mortgage and consumer debt, prioritizing both financial recovery and exceptional member service.
Core Responsibilities
Helping define and fully implement strategic recovery objectives.
Maintaining optimal staffing levels through workforce management systems.
Leveraging technology for enhanced performance and analytics-driven approaches to recovery collections.
Ensuring firm regulatory adherence and implementing continuous operational improvements.
Managing staff and team human resources actions, including productivity, training, and workload management.
Essential Responsibilities
Operations Management (40%):
Design, implement, and oversee daily operations of recovery contact center teams.
Implement and optimize workforce management systems.
Monitor and improve key performance metrics.
Implement analytics-driven approaches to recovery collections segmentation and treatment strategies.
Ensure effective remediation of processes to address quality findings or deficiencies.
Leadership (40%):
Implement and oversee recovery collection strategies for various loan asset classes.
Implement data-driven segmentation strategies and scoring models.
Manage skip tracing protocols and contact strategies for hard-to-reach members.
Analyze key performance metrics and KPIs to optimize recovery collection effectiveness.
Regulatory Compliance, Operations & Administrative Management (20%):
Ensure all activities comply with federal, state, and local regulations.
Train staff on recovery collections including role-specific compliance training modules.
Implement telephony infrastructure and contact routing strategies.
Develop and maintain robust internal controls and quality assurance programs.
Required Education & Experience
Minimum of 7 years of experience in recovery, collections, contact center, and/or legal/compliance practice.
Advanced degree in Finance, Economics, Business Administration, or related field desired.
Demonstrated expertise in federal and state consumer financial protection laws, including SCRA, TCPA, UDAAP, FCRA, FDCPA, and NCUA/CFPB regulations.
Thorough understanding of mortgage and consumer loan servicing operational systems and technologies.
Experience with systems such as ACES, ICE/MSP, ALS, NICE, Omilia, FDR, Default Manager, RDN, PACER/AACER, and OnBase.
Detail understanding of recovery collections processes and contact center management.
Proficiency with call monitoring programs, call quality monitoring, and call recording systems.
Experience with telephony systems and IVR.
Experience with payments platform and consumer lending collections and recovery platform.
Proven success managing recovery collections and contact center operations during periods of high volume.
Proven experience with inbound/outbound contact center operations.
Proven success managing work-from-home/hybrid collections or recovery contact center teams.
Experience with recovery scoring and segmentation methodologies, including behavioral scoring and propensity models.
Preferred Education & Experience
Experience at a top-tier credit union, bank/mortgage servicer, or financial institution.
Knowledge of recovery scoring and segmentation methodologies, including behavioral scoring and propensity models.
Job Environment & Physical Requirements
Work is performed in an office setting, with some hybrid or remote work for self and staff.
Company Information
SECU provides equal employment opportunity to all qualified persons regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or other classification protected by law.
Disclaimer: State Employees' Credit Union reserves the right to fill this role at a higher/lower level based on business need.