United Consumer Financial Services
Director - Collections
United Consumer Financial Services, Westlake, Ohio, United States, 44145
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Director - Collections
role at
United Consumer Financial Services
The Director of Collections & Recovery is a senior leader responsible for designing, executing, and continuously optimizing the organization’s end-to-end collections strategy. This includes oversight of early-stage, high-risk, late-stage, and outsourced agency operations. The role ensures strong portfolio performance, adherence to all federal and state regulations, and delivery of a best-in-class customer experience throughout the repayment lifecycle.
This position partners closely with Risk, Customer Service, Operations, Compliance, and Finance to reduce delinquency, maximize recoveries, modernize processes, and support sustainable portfolio growth. The Director will lead collections teams and vendor partners, manage dialer strategies, oversee quality monitoring, and implement omni-channel communication frameworks to drive efficiency and results.
Strategic Leadership & Portfolio Performance
Develop and execute the company-wide collections strategy to reduce delinquency, improve cure rates, and optimize recoveries across all risk segments.
Monitor portfolio performance trends and proactively adjust tactics, staffing, dialer strategy, and outreach channels.
Review KPI dashboards (e.g., roll rates, PTP kept, DPD trends, liquidation rates, call productivity) to guide daily operations and long-term decision-making.
Partner with Credit Risk to align underwriting strategy and collections policies with emerging trends.
Operational Excellence
Lead early-stage, high-risk, late-stage, and specialty queue operations to ensure consistent execution and compliance.
Oversee outbound dialing strategies, text/email communication workflows, and channel optimization to maximize contact rates.
Drive process improvement initiatives to reduce operational friction, improve agent efficiency, and enhance customer experience.
Implement and maintain SOPs, call guides, and QA frameworks to ensure consistent performance.
People Leadership
Lead, develop, and mentor collections managers and supervisors to build a high-performing, data-driven culture.
Establish clear performance expectations, conduct regular coaching sessions, and ensure ongoing leadership development.
Facilitate workforce planning, hiring, onboarding, and succession planning for the Collections department.
Compliance & Risk Management
Ensure full compliance with FDCPA, Reg F, UDAAP, TCPA, state regulations, SCRA, and company policies.
Partner with Compliance and Legal to monitor regulatory changes and update processes accordingly.
Oversee QA monitoring, complaint resolution, and root‑cause analysis to mitigate risk and prevent recurrence.
Ensure proper documentation and audit readiness for all collections processes and vendor relationships.
Vendor & Agency Management
Manage relationships with third-party collection agencies, skip‑trace providers, and technology vendors.
Evaluate agency performance, set liquidation targets, negotiate contracts, and ensure adherence to compliance requirements.
Implement agency scorecards, regular performance reviews, and accountability structures.
Technology & Innovation
Collaborate with IT and Operations to optimize dialer configuration, segmentation logic, and automation.
Evaluate and implement tools such as AI‑assisted QA, predictive analytics, and omni‑channel communication platforms.
Lead digital transformation efforts within the collections function to increase efficiency and reduce operating costs.
Minimum Qualifications
7+ years of experience in consumer lending or financial services collections, with at least 3 years in a leadership role.
Deep knowledge of FDCPA, Reg F, UDAAP, TCPA, and state collection laws.
Demonstrated success in improving portfolio performance through strategy, analytics, and operational execution.
Strong leadership and coaching capabilities with experience managing multi‑layered teams.
Proven ability to interpret data, build dashboards, and turn insights into action.
Experience managing collection agencies and vendor partners.
Ability to influence cross‑functional partners and communicate effectively at all organizational levels.
Following receipt of a conditional offer of employment, candidates will be required to complete additional job‑related screening processes as permitted or required by applicable law.
We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to careers@marmon.com, and please be sure to include the title and the location of the position for which you are applying.
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Director - Collections
role at
United Consumer Financial Services
The Director of Collections & Recovery is a senior leader responsible for designing, executing, and continuously optimizing the organization’s end-to-end collections strategy. This includes oversight of early-stage, high-risk, late-stage, and outsourced agency operations. The role ensures strong portfolio performance, adherence to all federal and state regulations, and delivery of a best-in-class customer experience throughout the repayment lifecycle.
This position partners closely with Risk, Customer Service, Operations, Compliance, and Finance to reduce delinquency, maximize recoveries, modernize processes, and support sustainable portfolio growth. The Director will lead collections teams and vendor partners, manage dialer strategies, oversee quality monitoring, and implement omni-channel communication frameworks to drive efficiency and results.
Strategic Leadership & Portfolio Performance
Develop and execute the company-wide collections strategy to reduce delinquency, improve cure rates, and optimize recoveries across all risk segments.
Monitor portfolio performance trends and proactively adjust tactics, staffing, dialer strategy, and outreach channels.
Review KPI dashboards (e.g., roll rates, PTP kept, DPD trends, liquidation rates, call productivity) to guide daily operations and long-term decision-making.
Partner with Credit Risk to align underwriting strategy and collections policies with emerging trends.
Operational Excellence
Lead early-stage, high-risk, late-stage, and specialty queue operations to ensure consistent execution and compliance.
Oversee outbound dialing strategies, text/email communication workflows, and channel optimization to maximize contact rates.
Drive process improvement initiatives to reduce operational friction, improve agent efficiency, and enhance customer experience.
Implement and maintain SOPs, call guides, and QA frameworks to ensure consistent performance.
People Leadership
Lead, develop, and mentor collections managers and supervisors to build a high-performing, data-driven culture.
Establish clear performance expectations, conduct regular coaching sessions, and ensure ongoing leadership development.
Facilitate workforce planning, hiring, onboarding, and succession planning for the Collections department.
Compliance & Risk Management
Ensure full compliance with FDCPA, Reg F, UDAAP, TCPA, state regulations, SCRA, and company policies.
Partner with Compliance and Legal to monitor regulatory changes and update processes accordingly.
Oversee QA monitoring, complaint resolution, and root‑cause analysis to mitigate risk and prevent recurrence.
Ensure proper documentation and audit readiness for all collections processes and vendor relationships.
Vendor & Agency Management
Manage relationships with third-party collection agencies, skip‑trace providers, and technology vendors.
Evaluate agency performance, set liquidation targets, negotiate contracts, and ensure adherence to compliance requirements.
Implement agency scorecards, regular performance reviews, and accountability structures.
Technology & Innovation
Collaborate with IT and Operations to optimize dialer configuration, segmentation logic, and automation.
Evaluate and implement tools such as AI‑assisted QA, predictive analytics, and omni‑channel communication platforms.
Lead digital transformation efforts within the collections function to increase efficiency and reduce operating costs.
Minimum Qualifications
7+ years of experience in consumer lending or financial services collections, with at least 3 years in a leadership role.
Deep knowledge of FDCPA, Reg F, UDAAP, TCPA, and state collection laws.
Demonstrated success in improving portfolio performance through strategy, analytics, and operational execution.
Strong leadership and coaching capabilities with experience managing multi‑layered teams.
Proven ability to interpret data, build dashboards, and turn insights into action.
Experience managing collection agencies and vendor partners.
Ability to influence cross‑functional partners and communicate effectively at all organizational levels.
Following receipt of a conditional offer of employment, candidates will be required to complete additional job‑related screening processes as permitted or required by applicable law.
We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to careers@marmon.com, and please be sure to include the title and the location of the position for which you are applying.
#J-18808-Ljbffr