VP-Recovery Collections

Position Overview

The Vice President of Recovery Collections is a leadership role responsible for oversight of our charged off collection’s function including leading operational teams and staff. This leader will drive the successful recovery of mortgage and consumer debt, prioritizing both maximum financial recovery and exceptional member service. This role requires a leader capable of planning, implementing related technologies, monitoring performance framework, optimizing recovery collections within a high‑volume, multi‑channel contact center while managing specialized recovery strategies, capably navigating the details of regulatory compliance, operational efficiency, and a member‑centric approach.

• Operations Management (40%) – Design, implement and oversee daily operations of recovery contact center teams across multiple locations; implement and optimise workforce management systems; ensure continuous improvement in key performance metrics; implement analytics‑driven approaches; ensure call monitoring and calibration; address quality findings.
• Leadership (40%) – Implement and oversee execution of recovery collection strategies for loan asset classes; develop staffing models, technology requirements, performance metrics; implement data‑driven segmentation; develop scoring models, account prioritisation, skip tracing protocols; analyse KPIs; track performance.
• Regulatory Compliance, Operations & Administrative Management (20%) – Ensure compliance with federal, state and local regulations; train staff on regulatory requirements; implement telephony infrastructure; design contact routing, IVR, skill‑based routing; develop internal controls; implement QA programmes.

• Degree in Finance, Economics, Business Administration or related field; advanced degree desired.
• Minimum of 7 years of experience in recovery, collections, contact centre and/or legal/compliance practice plus 1 additional year as a supervisor, lead or mentor.
• Demonstrated expertise in federal and state consumer financial protection laws (SCRA, TCPA, UDAAP, FCRA, FDCPA, NCUA/CFPB).
• Understanding of mortgage and consumer loan servicing operational systems and technologies; experience with ACES, ICE/MSP, ALS, NICE, Omilia, FDR, Default Manager, RDN, PACER/AACER, OnBase.
• Experience with recovery collections processes, charge‑off, repossession and decision‑making.
• Experience implementing data and technology solutions to enhance workflow, automate decisions and improve compliance controls.
• Proven success managing high‑volume recovery collections and contact centre operations, inbound and outbound.
• Experience with telephony systems (IVR, quality monitoring, call recording).
• Background developing training programmes for recovery collections specialists.

• Strategic vision and decision‑making; ability to execute strategies for recovery collections, optimise workflows and allocate resources; implement technology enhancements; drive KPIs.
• Implement omnichannel contact and recovery payment strategies (phone, IVR, e‑mail, SMS, online member access).
• Implement modern digital recovery capabilities including Payments Platform and Consumer Lending Collections and Recovery Platform.
• Team development and management; recruit, develop, retain top talent; mentor; identify training needs.
• Ability to manage change and transformation; foster a positive, high‑performance culture.
• Excellent communication; negotiate with members, regulators and service providers.

• Experience at a top‑tier credit union, bank/mortgage servicer or financial institution.
• Background managing remote or hybrid collections or recovery contact centre teams.
• Knowledge of recovery scoring, segmentation, behavioural scoring and propensity models.

Work is performed in an office setting; some hybrid or remote work for self and staff. Internal candidates meeting all requirements will be given preference.

Other duties as assigned by leadership.

SECU provides equal employment opportunity to all qualified persons regardless of race, colour, religion, age, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status or other classification protected by law.

State Employees' Credit Union reserves the right to fill this role at a higher or lower level based on business need. State Employees' Credit Union is a not‑for‑profit, member‑owned financial cooperative with a “Do the Right Thing” mission and a goal of helping people in our community.