Collections Strategy Manager

General Summary

The Collections Strategy Manager is responsible for the development, execution, and optimization of comprehensive collections strategies within our organization. This key role includes managing the delinquency portfolio, analyzing risk across various account segments, and implementing targeted strategies to improve overall collections results. The Collections Strategy Manager will segment customer accounts, define tailored treatment paths, optimize collections channels, and maintain strict regulatory compliance. By leveraging data analytics and predictive modeling, the role will also focus on understanding delinquency patterns and behavioral triggers to maximize collections performance and enhance the customer experience.

Principal Duties and Responsibilities:

• Design Collections Strategies: Develop and implement innovative collections strategies that support business objectives, balancing risk mitigation, recovery rates, and customer centricity.
• Account Segmentation: Segment delinquent accounts based on risk, customer profiles, and behavioral data, tailoring approaches for each segment to ensure optimal recovery.
• Treatment Path Definition: Define and maintain treatment paths for different account segments, mapping out contact schedules, messaging, and escalation protocols.
• Channel Optimization: Oversee the performance of collections channels—including phone, email, text, digital self-service, and third-party agencies—and implement enhancements to improve efficiency and effectiveness.
• Compliance Assurance: Ensure all collections activities, communications, and processes are fully compliant with applicable laws, regulations, and internal policies.
• Perform other duties or tasks as assigned.
• Data & Analytics Utilization: Use advanced analytics, reporting tools, and predictive models to inform strategy, monitor performance, and identify opportunities for improvement.
• Delinquency Pattern Analysis: Analyze portfolio trends, delinquency patterns, and behavioral triggers to anticipate risk and design proactive interventions.
• Collaboration & Communication: Work cross-functionally with Operations, Risk, Product, Legal, and Technology teams to embed collections strategies within the customer journey and align efforts with broader organizational goals.
• Continuous Improvement: Maintain a test-and-learn approach, regularly evaluating strategies and tactics for effectiveness and refining as needed.

Experience and Education:

• 7+ years of experience in credit risk, collections, strategy, analytics, or similar roles within the financial services industry.
• Strong understanding of regulatory and compliance requirements related to collections.
• Proficiency in data analysis, predictive modeling, and analytics tools (e.g., SQL, SAS, Python, R).
• Experience designing and optimizing multi-channel collections strategies.
• Excellent analytical, problem-solving, and communication skills.
• Ability to work collaboratively across teams and influence stakeholders at all levels.
• Proven track record of driving measurable improvements in collections outcomes.

Required Skills, Abilities, Soft Skill Factors:

• Communication: Communicates clearly, in both verbal and written form.
  Ethics and Responsibility: Acts with dignity and respect, connecting with both internal and external partners. Gains confidence and trust of others through principled behavior.
• Flexibility/Adaptability: Demonstrates a strong sense of urgency and is able to work in a fast-paced, ever-changing environment with a strong focus on risk mitigation and customer experience. Ability to work extended hours/weekends as needed.
• Ownership: Achieves successful results by focusing on performance that enhances the customer experience and applies a sense of urgency in the effort to create value for the company. Is proactive in identifying opportunities for improvement in process, policies and customer service solutions.
• Teamwork: Builds effective working relationships and collaborates as a team player, using positive flow of communication when voicing concerns.
• Proficient in Microsoft Office Products (Outlook, Excel, Word)

Key Measurements:

• Liquidation rate: the dollars collected of the total gross delinquent outstandings.
• Risk and Portfolio Health: metrics that measure the health of the delinquent portfolio such as roll rates, deterioration rate, recovery rates, vintage analysis and cure rates
• Channel Effectiveness: Performance metrics for collection channels such as phone, email, digital self-service, and third-party agencies (e.g., contact rate, conversion rate, click rate, etc

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