Vice President Collections Strategy & Member Solutions

Role

The Vice President of Collections Strategy and Member Solutions is a key strategic leadership role responsible for the end-to-end management of the organization's collections, recovery, and loss mitigation functions across all consumer, indirect, commercial, and residential mortgage loan portfolios. This leader will drive performance through innovation, technology, and analytics, ensuring industry-leading efficiency, optimal recovery rates, and strict adherence to regulatory compliance.

They will champion a member-centric approach that balances financial stewardship with empathy, ensuring solutions are accessible, respectful, and aligned with our values. This position reports directly to the Chief Lending Officer and is a key member of the Lending Leadership Team.

The annual salary range for this position is: $-$

Our headquarters are based in Syracuse, NY. We work in a Hybrid Model requiring a minimum of 5 days in office per month

30% Strategic Leadership & Innovation:

• Collections Strategy:
  Lead the overall strategy, design, and execution of collections, loss mitigation and recovery programs across multiple loan products (e.g., auto, mortgage, credit card, personal, commercial real estate loans) and all delinquency stages, optimizing cure rates and liquidation.
• Operational Excellence:
  Identify and drive operational efficiencies through process re-engineering, RFP processes for new technology, and system integration, ensuring cost-effective and compliant operations.
• Specialized Programs:
  • Legal Collections:
    Build the legal collections strategy from the ground up, including the selection, onboarding, and management of attorney networks or law firms.
  • Debt Sale Program:
    Stand up a debt sale program, establishing all operational processes, conducting partner due diligence, and performing financial modeling to optimize recovery value.
  • Contact Strategy:
    Partner with Product, Risk, and Analytics to build sophisticated contact strategy capabilities, leveraging member segmentation, channel optimization (digital, phone, mail), and rigorous test-and-learn approaches.

25% Operational Management & Risk Reduction:

• Collections Management:
  Oversee the collection of past due consumer, indirect, commercial, and residential mortgage loans, including restructuring or liquidation of collateral on non-accrual and classified loans.
• Asset Management:
  Proactively secure and manage the disposition of repossessed collateral for all secured loans (e.g., vehicles, shares, stocks, etc.).
• Vendor & BPO Management:
  Own vendor and Business Process Outsourcing (BPO) management across pre- and post-charge-off collections; set performance expectations, monitor detailed scorecards, and drive accountability for recovery goals.
• Performance Monitoring:
  Establish, monitor, and report on rigorous KPIs for all recovery programs, including cure rates, liquidation rates, Right Party Contact (RPC) rates, Quality Assurance (QA), and compliance metrics. Implement results metrics and develop accountability standards.
• Risk & Compliance:
  Be the institutional expert in managing and reducing risk and charge-offs. Partner closely with Compliance, Legal, and Risk to ensure absolute adherence to all applicable state and federal regulations, including FDCPA, Reg F, and UDAAP, mitigating regulatory exposure.
• Financial Oversight:
  Develop and monitor budgets for Collections and Loan Operations. Measure actual results against budget projections and recommend charge-offs for appropriate accounts.

25% Team Leadership & Development:

• Talent Management:
  Recruit, train, mentor, and develop a that reflects our core values, as well as manage staffing levels and associated expenses. Ensure you are continuing to develop and engage a high-performing team of Collections Managers and team members.
• Supervision:
  Conduct annual performance reviews and work with assigned team members to establish individual goals. Ensure all groups reporting to this role are adequately staffed, trained, and supervised to meet departmental requirements efficiently.

20% Cross-Functional Collaboration & Influence:

• Credit & Portfolio Alignment:
  Collaborate across the organization with Operations, Risk, Finance, and Data & Analytics teams to align collections strategy seamlessly with credit policy, portfolio performance goals, and financial planning objectives.
• Executive Influence:
  Influence stakeholders and the Executive Team with clear, concise, and data-driven insights and recommendations on portfolio health, recovery performance, and strategic direction.
• Representation:
  Represent the collections organization in key cross-functional forums focused on enhancing member experience, defining regulatory strategy, and managing portfolio risk.
• Other Duties:
  Perform all other duties as assigned by CLO and Executive Leadership.

See Dayforce (HRIS) Performance Management for Goals upon start in role, and annually.

Experience: 7 to 10+ years of…