United Consumer Financial Services Compa
As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.
The Director of Collections & Recovery is 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 closely cooperates with Risk, Customer Service, Operations, Compliance, and Finance to reduce delinquency, maximize recovery, 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.
Pay Range: $120,000-150,000 + commissions
Essential Duties & Responsibilities
Strategic Leadership & Portfolio Performance
- Develop and execute the companywide 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 manager 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
- Must be local or willing to relocate to the Westlake, OH area.
- 7+ years in consumer lending, collections/recovery, credit risk, or financial services, including 3+ years in leadership.
- Knowledge of FDCPA, Reg F, UDAAP, TCPA, and state collection laws; collections compliance experience preferred.
- Proven success improving portfolio performance through strategy, analytics, and operational execution.
- Strong leadership, coaching, and cross-functional team management skills.
- Ability to analyze data, build dashboards, and drive action from insights.
- Experience managing collection agencies and vendor partners; large-scale portfolio oversight preferred.
- Proficiency with analytics tools, dialers, and CRM/collections platforms.
- Experience leading technology and process transformation initiatives preferred.
- PMP, Scrum/Agile, or related project/process management certification is a plus.
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.