Sr. Manager, Collections Strategy

Overview

PenFed is hiring a Sr. Manager, Collections Strategy to work onsite at our San Antonio, Texas Service Center. The Senior Manager of Collection Strategy provides strategic and operational leadership for the organization's collection and recovery capabilities, with responsibility for optimizing decision strategies, technology, reporting, workforce effectiveness, and regulatory compliance. The position oversees the design and continuous improvement of end-to-end collection and post-charge-off recovery approaches, including risk segmentation, contact strategies, digital communications, settlement structures, legal and third-party placements, and supporting platforms such as FICO Decision Modeler and PenCollect. Through rigorous analysis of performance, forecasting, cost-to-collect, call-volume, and portfolio data, the role delivers actionable insights to senior leadership and ensures the accuracy and integrity of management reporting. The position also partners across leadership, Human Resources, Workforce Management, technology teams, vendors, collection agencies, and debt buyers to strengthen controls, improve resource allocation, resolve operational issues, enhance member engagement, and achieve sustainable delinquency and loss-management outcomes.

Responsibilities

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties, and the position will perform other duties as assigned.

• Manage and analyze collection strategies within the FICO Decision Modeler platform.
• Design, monitor, and optimize end-to-end collection and recovery paths across all delinquent products.
• Prioritize and evaluate A/B testing for risk segmentation and contact strategies.
• Develop and communicate reporting materials covering recovery performance, cost to collect, and forecasting models.
• Partner with the PenFed Decision Management Execution team to implement, refine, and streamline collection strategies within FICO Decision Modeler.
• Monitor and optimize SMS, email, and virtual messaging campaigns within the collection strategy.
• Ensure collection and recovery strategies comply with applicable laws and regulations, including the FDCPA, TCPA, FCRA, CFPA, SCRA, bankruptcy requirements, and UDAAP standards.
• Assess collection strategy performance and recommend, implement, and refine improvements that strengthen results and member engagement.
• Analyze operational data to identify trends, risks, and opportunities, and translate findings into actionable recommendations.
• Develop and maintain high-impact reports that support collection strategies and improve operational performance.
• Ensure the accuracy, integrity, and validity of reports and data distributed to leadership, stakeholders, and external parties.
• Support leadership in monitoring key performance indicators and collection metrics, highlighting emerging concerns and opportunities.
• Assist in training of collection leaders and teams on reporting tools, data interpretation, and system changes to strengthen decision-making and improve delinquency and loss outcomes.
• Monitor call trends and volumes, identify demand fluctuations, and recommend operational adjustments.
• Establish best practices for telephony and dialer use to promote efficiency, compliance, and optimal system utilization.
• Identify and implement process and technology improvements that enhance workforce efficiency, resource allocation, agent productivity, and performance.
• Collaborate with Human Resources, leadership, and Workforce Management to align staffing levels and resource allocation with performance and business requirements.
• Prepare and present performance reports to senior leadership, emphasizing key metrics, trends, risks, and improvement opportunities.
• Coordinate resolution of telecommunications system malfunctions and connectivity issues to minimize operational disruption.
• Support investor calls by identifying and reporting collection issues involving investor-owned accounts.
• Develop and strengthen preventive controls to reduce compliance incidents within the Collections Department.
• Research and recommend enhancements to collection processes, telephony systems, and supporting technologies.
• Collaborate with leadership and technology partners to implement systems, strategies, and tools that improve collection efficiency and member satisfaction.
• Assist in the development and optimization of PenCollect, software used for collection and recovery activities.
• Assist in the design and optimization of end-to-end post charge off recovery roadmaps, settlement tiers, legal/litigation and third-party placements.
• Assist vendor manager in the overseeing of outsourced collections third-party collection agencies and debt buyers.

Qualifications

Equivalent combination of education and experience is considered.

• Bachelor's degree in business or a related field required.
• Minimum of eight (8) years' progressively responsible work experience within Collections in a financial institution.
• Minimum of four (4) years in collections strategy required.
• Minimum of two (2) years of people management experience required.
• Minimum of one (1) years' experience with Tableau and SQL and relational databases required.
• Minimum of two (2) years' experience analyzing large data sets while interpreting reports is highly preferred.
• Experience with post-charge off asset recovery management highly preferred.
• Experience with credit risk management preferred.
• Strong interpersonal skills including mentoring, coaching, collaborating, and team building.
• Strong analytical skills with the ability to interpret complex data and translate insights into actionable strategies.
• Excellent oral and written communication skills, including strong presentation skills, are required.
• Effective time management, problem solving and multi-tasking skills.
• Proficient in the use of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) and data visualization tools
• Experience with A.I. tool preferred.

Supervisory Responsibility

This position will supervise employees.

Licenses and Certifications

No additional licenses or certifications required.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

Ability to travel to various worksites and be on call is required.

Pay Transparency
The anticipated starting salary range for this role is $79,400.00 - $139,582.00
This position is eligible for an organizational performance based annual bonus, subject to board discretion and approval.
This position is eligible for an individual performance based annual bonus.