Responsibilities
- Lead high-complexity and escalated collections cases from start to finish, gaining direct insight into customer challenges, procedural inefficiencies, and regulatory details to guide program strategy
- Create, implement, and oversee collections initiatives that support business goals, regulatory standards, and positive customer outcomes
- Find and execute opportunities to automate workflows, standardize processes, and scale operations to handle increasing volume with less manual intervention
- Maintain adherence to legal and policy requirements across all collections activities by developing and managing quality assurance systems, including audits and team calibration
- Track program metrics, detect performance trends, and implement data-backed improvements to enhance results
- Collaborate with Product, Engineering, Compliance, and Operations teams to ensure collections programs align with platform functionality and contribute to systemic, long-term enhancements
- Develop and update operational documentation, standard procedures, and training resources to strengthen team capability and prevent knowledge concentration
