Vice President Collections – REMOTE

Job description

Overview The Vice President of Collections is responsible for leading and overseeing all call center operations related to collections across multiple servicing locations. This executive role drives strategic initiatives to enhance customer experience, optimize performance metrics, and ensure regulatory compliance. The VP will lead a high-performing team, manage staffing and operational expenses, and serve as the primary escalation point for complex issues. Responsibilities: - Leadership and oversite of all call center management and staff for Collections at all servicing locations, as well as associated vendor relationships.• Lead and develop a team that reflects our core values, as well as manage staffing levels and associated expenses.• Implement strategy and tactics to continuously improve KPIs that improve the customer experience throughout all channels.• Review the daily statistics across all agents to ensure compliance with all set metrics and measurements of the call center.• Function as the executive escalation point for team members.• Maintain and improve Customer Experience operations by monitoring system performance; identifying and resolving problems; preparing and com...