Director - Collections & Recovery

United Consumer Financial Services Compa
As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.

• Develop and execute the company wide collections strategy to reduce delinquency, improve cure rates, and optimize recoveries across all risk segments.
• Monitor portfolio performance trends and proactively adjust tactics, staffing, dialer strategy, and outreach channels.
• Review KPI dashboards (e.g., roll rates, PTP kept, DPD trends, liquidation rates, call productivity) to guide daily operations and long-term decision-making.
• Partner with Credit Risk to align underwriting strategy and collections policies with emerging trends.

• Lead early-stage, high-risk, late-stage, and specialty queue operations to ensure consistent execution and compliance.
• Oversee outbound dialing strategies, text/email communication workflows, and channel optimization to maximize contact rates.
• Drive process improvement initiatives to reduce operational friction, improve agent efficiency, and enhance customer experience.
• Implement and maintain SOPs, call guides, and QA frameworks to ensure consistent performance.

• Lead, develop, and mentor collections manager and supervisors to build a high-performing, data-driven culture.
• Establish clear performance expectations, conduct regular coaching sessions, and ensure ongoing leadership development.
• Facilitate workforce planning, hiring, onboarding, and succession planning for the Collections department.

• Ensure full compliance with FDCPA, Reg F, UDAAP, TCPA, state regulations, SCRA, and company policies.
• Partner with Compliance and Legal to monitor regulatory changes and update processes accordingly.
• Oversee QA monitoring, complaint resolution, and root-cause analysis to mitigate risk and prevent recurrence.
• Ensure proper documentation and audit readiness for all collections processes and vendor relationships.

• Manage relationships with third-party collection agencies, skip-trace providers, and technology vendors.
• Evaluate agency performance, set liquidation targets, negotiate contracts, and ensure adherence to compliance requirements.
• Implement agency scorecards, regular performance reviews, and accountability structures.

• Collaborate with IT and Operations to optimize dialer configuration, segmentation logic, and automation.
• Evaluate and implement tools such as AI-assisted QA, predictive analytics, and omni-channel communication platforms.
• Lead digital transformation efforts within the collections function to increase efficiency and reduce operating costs.

• Strategic Thinking & Decision Making
• Portfolio Performance Management
• Compliance & Regulatory Discipline
• Operational Optimization
• Change Leadership
• Cross-Functional Collaboration
• Data Interpretation & Storytelling
• Coaching & Talent Development
• Vendor & Technology-Enabled Transformation Leadership

• 7+ years of experience in consumer lending, financial services collections/recovery, or a related credit risk function, including at least 3 years leading collections staff, cross-functional teams, or strategic vendor/technology initiatives within a regulated lending environment.
• Working knowledge of FDCPA, Reg F, UDAAP, TCPA, and state collection laws, with the ability to build deep regulatory fluency quickly;…