Position Overview:

The Vice President of Recovery Collections is a leadership role responsible for oversight of our charged off collection’s function including leading operational teams and staff.   This leader will drive the successful recovery of mortgage and consumer debt, prioritizing both maximum financial recovery and exceptional member service. This role requires a leader capable of planning, implementing related technologies, monitoring performance framework, optimizing recovery collections within a high-volume, multi-channel contact center while managing specialized recovery strategies, capably navigating the details of regulatory compliance, operational efficiency, and a member-centric approach. Core responsibilities include helping define and fully implementing and executing on strategic recovery objectives, monitor optimal staffing, leveraging technology for enhanced performance, establishing clear performance metrics, ensuring firm regulatory adherence, and implementing continuous operational improvements to significantly maximize recovery. The VP will also be accountable for staff and team human resources actions, productivity, training, and workload management, all while adhering to recovery goals. This position requires deep operational expertise in debt recovery collections including legal, a proven ability to drive optimization, and proficient understanding of regulatory landscapes.

Essential Responsibilities:

• Design, Implement and Oversee daily operations of recovery contact center teams including managers and agents across multiple locations
• Implement and optimize workforce management systems to ensure appropriate recovery collections staffing levels
• Ensure continuous improvement in key performance metrics including right-party contact rates, promise-to-pay rates and cost per recovery.
• Implement analytics-driven approaches to recovery collections segmentation and treatment strategies
• Ensure that recovery collections operational teams have implemented call monitoring programs with appropriate calibration protocols and coaching frameworks
• Ensure that operational team’s effective remediation of processes to address quality findings or deficiencies in the recovery collections process.

• Implement and oversee the execution of recovery collection strategies for various loan asset classes including staffing models, technology requirements, and performance metrics.
• Implement data-driven segmentation strategies for optimal recovery treatment based on attributes such as loan type, balance, age, and member profile
• Implement scoring models and account prioritization frameworks to optimize recovery strategies and resource allocation, manage skip tracing protocols and contact strategies for hard-to-reach members including digital outreach methods
• Analyze key performance metrics and KPIs to optimize recovery collection effectiveness. and track performance against goals and objectives.

• Ensure all activities maintain strict adherence to federal, state, and local regulations
• Ensure teams and staff receive training specific to recovery collections including role-specific compliance training modules addressing function-specific regulatory requirements, negotiation techniques and skip tracing methodologies
• Implement telephony infrastructure to support recovery collections operations
• Implement contact routing strategies, IVR designs, and skill-based routing frameworks
• Develop and maintain robust internal controls for recovery collections activities
• Implement quality assurance programs to monitor call quality and compliance

Required Education & Experience (Knowledge, Skills, & Abilities):

• Degree in Finance, Economics, Business Administration, or related field with advanced degree desired.
• Minimum of 7 years of experience in recovery, collections, contact center and/or legal/compliance practice plus 1 additional year of experience as a supervisor, lead, or mentor
• Demonstrated expertise in federal and state consumer financial protection laws, including SCRA, TCPA, UDAAP, FCRA, FDCPA, and NCUA/CFPB regulations
• Thorough understanding of mortgage and consumer loan servicing operational systems and technologies.  Experience preferred with systems including but not limited to ACES, ICE/MSP, ALS, NICE, Omilia, FDR, Default Manager, RDN, PACER/AACER and OnBase.
• Detailed understanding of Recovery Collections processes and Contact Center management including knowledge and proficiency with charge off/repossession processes and decision-making
• Related experience implementing data and technology solutions that enhance workflow efficiency, automate decision-making, and improve compliance controls
• Proven success managing recovery collections and contact center operations during periods of high-volume
• Demonstrated success managing both inbound/outbound contact center operations
• Proven experience with telephony systems including IVR and quality monitoring and call recording systems; NICE.
• Background developing and administrating training programs for recovery collections specialists

• Ability to execute strategies for recovery collections contact center operations including optimizing recovery strategies, workflow processes and resource allocation
• Implementation of technology enhancements that improve recovery collection contact and recovery payment rates, operational efficiency and compliance management.
• Implementing key performance indicators (KPIs) that drive business decisions and measure success including performance standards and accountability measures for all team members
• Experience translating business objectives into operational action plans
• Experience making difficult decisions balancing operational needs, compliance requirements, and financial objectives
• Implement omnichannel contact and recovery payment strategies (phone, IVR, email, SMS, online member access)
• Implementation and operationalizing modern digital recovery collections capabilities including Payments Platform and Consumer Lending Collections and Recovery Platform.

• Proven ability to recruit, develop, and retain top talent in recovery and a contact center
• Mentorship skills and commitment to employee growth and development including identifying training needs and coordinating training priorities
• Ability to manage through organizational change and transformation initiatives
• Foster a positive, high-performance culture that emphasizes both results and employee engagement

• Excellent verbal and written communication skills across all organizational levels
• Ability to translate regulatory and operational concepts into clear communications
• Negotiation skills with members, regulators, and service providers

Preferred Education & Experience (Knowledge, Skills, & Abilities):

• Experience at a top-tier credit union, bank/mortgage servicer or financial institution
• Background managing work-from-home/hybrid collections or recovery contact center teams
• Knowledge of recovery scoring and segmentation methodologies, including behavioral scoring and propensity models

Job Environment & Physical Requirements:

• Work is performed in an office setting, some hybrid or remote work for self and staff.
• Internal candidates meeting all requirements will be given preference.
• Other duties as assigned by leadership

Disclaimer

State Employees' Credit Union reserves the right to fill this role at a higher/lower level based on business need.