Director of Collection Operations

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Job Title:Director of Collection Performance and Operations

Department:Collection Operations

Reports to:President

National Recovery Associates, Inc. is a Jacksonville-based, national Master Servicer for the Accounts Receivable industry, with a specialized focus on lenders, investors and debt purchasers. NRA leverages it’s internal collection agency call centers and national attorney network to provide industry leading, full service debt recovery solutions to it’s clients. NRA works with creditors nationwide to optimize portfolio performance and recovery strategies using advanced analytics, state-of-the-art technology, and industry best practices.

Our hands-on, individualized approach ensures that each client receives personalized solutions tailored to their unique needs.

We proudly service delinquent debt portfolios originating from national private and public financial institutions, including banks, finance companies, private businesses, and institutional investors. With our expertise and personalized approach, we help our clients exceed portfolio performance expectations and increase their bottom line.

Position Summary:

We are seeking a highly skilled and results-driven Director of Collection Performance and Operations to lead and optimize our collections call center operations with a specialized focus on technology implementation. This role requires a strategic leader with a proven track record of collection call center success who can manage call center operations, assess portfolio performance, drive KPI analytics, oversee client and vendor relations, manage advanced technology suites and ensure strict adherence to regulatory compliance standards.

The ideal candidate will bring deep expertise in managing high-performing collections teams, deploying technology enhancements, improving operational efficiency, and delivering exceptional results in a fast-paced, high-volume environment.

Key Responsibilities:

• Collection Call Center Operations Management:
• Lead day-to-day operations of the collections call centers, ensuring alignment with company goals and client targets.
• Develop and implement strategies to improve agent performance, call handling, and resolution rates.
• Monitor and manage workforce scheduling, productivity, and adherence to service level agreements (SLAs).
• Foster a high-performance culture, providing coaching and support to management teams and agents.
• Oversee the performance of assigned portfolios, analyzing collection strategies, trends, and outcomes to optimize results.
• Drive continuous improvement initiatives to meet and exceed portfolio targets, ensuring efficiency in debt recovery efforts.
• Establish and maintain performance benchmarks for management teams and agents, leveraging performance metrics to monitor portfolio performance.
• KPI Analytics & Reporting:
• Lead the creation and implementation of key performance indicators (KPIs) to track and evaluate the performance of the collections teams.
• Analyze data and trends to identify areas of improvement and operational inefficiencies.
• Prepare and present regular reports for executive management and clients on call center performance, portfolio recovery, and operational goals.
• Serve as the primary point of contact for key clients, providing updates on portfolio performance, operational strategies, and performance trends.
• Develop and maintain strong relationships with external vendors and service providers to ensure effective collaboration.
• Identify new vendor relationships and service offerings to enhance performance and operations.
• Negotiate vendor contracts and service agreements to maximize operational efficiency and cost-effectiveness.
• Regulatory Compliance:
• Ensure all operations comply with federal, state, and local regulatory requirements, including Fair Debt Collection Practices Act (FDCPA), Telephone Consumer Protection Act (TCPA), and other applicable laws.
• Work in partnership with Compliance department to stay current with regulatory changes and implement necessary adjustments to operational procedures.
• Engage with Compliance department to conduct regular audits and assessments to…