OverviewRole SummaryThe Consumer Collections Pod Leader will serve as the accountable player-coach and single point of contact (SPOC) for consumer collections execution within our servicing platform. This hands-on leader will drive day-to-day results, participate directly in call activity and escalated borrower engagement, and translate call-level learnings, borrower behaviors, and operational feedback into an informed loss mitigation strategy.
The ideal candidate is an operational player-coach who can lead from the floor, create accountability, develop high-performing collectors, and convert daily execution insights into practical strategy improvements. This leader will own compliant workflows, KPI performance, team coaching, feedback loops, and the pod P&L against agreed performance goals for delinquent consumer installment loans (home improvement and solar).
The role requires strong execution discipline, cross-functional influence, rigorous compliance judgment, and the ability to balance customer outcomes with portfolio performance. This leader must be comfortable using real-time call observations, QA findings, borrower behavior patterns, and KPI trends to refine treatments, escalate issues, and inform broader loss mitigation strategy.
Key ResponsibilitiesStabilize, Lead & Optimize (0-90 days)- Establish a disciplined operating plan for the pod, including schedules, training cadence, call scripts/letters, daily operating rhythm, and clear prioritization of the highest-impact activities.
- Partner with Compliance/Legal to implement a compliant collections framework, including contact governance, disputes/validation, complaints, TCPA/consent, and state-specific requirements.
- Work with IT/Data to configure queues, segmentation, dialer rules, suppression logic, call recording/retention, and reporting.
- Identify operational gaps, borrower friction points, process bottlenecks, and tooling needs from daily call activity, then drive remediation plans cross-functionally.
- Create and maintain the pod runbook, including procedures, escalation paths, QA scorecards, call-calibration learnings, change control, and process governance.
Operations & Leadership- Lead and scale the team: Recruit, onboard, and ramp collectors over time; maintain coverage planning for shifts, queues, and peak periods; and ensure the pod has the right mix of skills, including early/mid/late-stage, bilingual, and escalations capabilities.
- Model and reinforce a high-accountability, metrics-driven team culture centered on compliance, customer treatment, operational discipline, and continuous improvement.
- Develop repeatable hiring, onboarding, side-by-side coaching, and call-calibration practices that improve collector ramp time, retention, quality, and long-term performance.
- Continuously evaluate team structure, specialization, staffing ratios, and workflow segmentation to support efficient scaling as portfolio complexity and volume increase.
- Mentor and develop talent through ongoing coaching, career paths, performance development plans, regular 1:1s, call calibrations, and peer-learning sessions to strengthen quality, compliance discipline, and conversion outcomes.
- Lead daily standups, queue management, and escalations; ensure consistent execution and documentation.
- Coach collectors through QA feedback loops, call reviews, and performance management.
- Personally handle high-value/escalated borrower cases and participate in outbound calling to stay close to borrower behavior, objection patterns, collector effectiveness, and treatment gaps.
- Ensure robust complaint/dispute handling and timely resolution in coordination with Compliance.
Strategy & Performance (P&L Ownership)- Own channel KPIs, including RPC, PTP/kept PTP, cures, roll rates, cash collections, QA scores, complaints, customer experience indicators, regulatory risk indicators, and delinquency resolution outcomes.
- Balance collections performance with customer experience, regulatory adherence, and long-term portfolio health.
- Develop and refine segmentation and treatment strategies, including cadence, channel mix, scripts, settlement parameters within authority, and borrower-resolution options, using insights from call activity, QA trends, borrower objections, and payment behavior.
- Build and manage the channel budget, including staffing, technology, vendors (dialer/SMS/letters), and cost-to-collect.
- Provide weekly/monthly executive reporting, insights, and recommendations on what is working, what is not, why performance is moving, and what call-level learnings should inform loss mitigation strategy.
Governance & Controls- Enforce compliance no-deviation standards; ensure collectors operate within approved authority, documented procedures, and control expectations.
- Maintain audit-ready documentation, including approvals, training attestations, monitoring evidence, issue logs, change control records, and remediation actions.
- Support vendor oversight if a hybrid model is used, including agency placements, performance SLAs, audits, and issue management.
Required Qualifications- Typically includes 5+ years of relevant consumer collections or servicing leadership experience.
- Demonstrated experience leading or scaling a collections team/pod across process, people, controls, KPIs, and performance accountability.
- Experience operating in high-growth, transformation, or evolving environments where processes, tooling, treatment strategies, and organizational structures required hands-on leadership and disciplined iteration.
- Demonstrated ability to hire, coach, and develop high-performing operational teams in metrics-driven environments.
- Strong working knowledge of compliant collections operations, including FDCPA-like standards, TCPA/consent, disputes, complaint handling, call recording governance, QA, and change control.
- Proven ability to operate in a controlled environment with documentation, QA, escalation discipline, and issue remediation.
- Strong analytical skills, including KPI management, segmentation, unit economics, cost-to-collect, and P&L levers.
Preferred Qualifications- Experience improving servicing or collections workflows, including operational procedures, staffing models, QA frameworks, feedback loops, and performance management structures.
- Experience in first-party servicing environments, including fintech, consumer lending, or loan servicing.
- Experience with unsecured installment products; home improvement/solar experience a plus.
- Exposure to multi-state operations and licensing constraints.
- Vendor management experience, including dialer/SMS providers, letter vendors, and agencies.
- Bilingual (Spanish/English) a plus.
Core Competencies- Systems thinker with a scalability mindset; can strengthen operating processes that are repeatable, controlled, and durable as volume and complexity increase.
- Player-coach mentality; can execute directly, coach the team, and lead through measurable outcomes simultaneously.
- Compliance-first operator with strong judgment and escalation discipline.
- Data-driven; can translate metrics, call observations, customer outcomes, and risk indicators into action, coaching, and loss mitigation strategy enhancements.
- Results-oriented SPOC; comfortable driving accountability, resolving ambiguity, and iterating quickly based on evidence from the operation.
- Strong cross-functional influencer across Compliance, Legal, IT, Data, Finance, and Client teams.
