VP-Recovery Collections

About the role

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team! 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: Responsibilities (100%) Operations Management (40%) 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. Leadership (40%) 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. Regulatory Compliance, Operations & Administrative Management (20%) 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