Director of Contact Center Collections Strategy

Job Description

Job Description

Concord sits at the center of the credit market ecosystem. We provide loan servicing, backup servicing, and capital markets administration for specialty finance lenders, institutional investors, and asset managers. Our clients include originators across fintech, solar, home improvement, equipment finance, and other specialty asset classes. When a lender needs a trusted partner to service their portfolio or a trustee needs real-time reporting, they call Concord.

About the role
The Director of Collections Strategy & Operations is a senior, non-agent-managing leadership role responsible for owning the end-to-end collections technology ecosystem, performance governance infrastructure, and long-range portfolio recovery strategy at Concord Servicing. This role requires a strategic operator with deep, hands-on expertise in Genesys Cloud platform architecture, a proven track record of driving measurable collections outcomes, and the ability to translate complex portfolio data into executable operational strategy.

Acting as the operational extension of the VP of Contact Center, this leader bridges enterprise strategy and dialing execution — architecting campaigns, governing performance standards, and steering technology roadmaps within an internally led near-shore (MXC) collections environment supported by BPO capacity.

This position requires regular in-office presence at our Scottsdale, AZ office. Candidates must be able to reliably commute. This is not a remote position.

• Define and lead long-range outbound collections strategy across all delinquency stages, customer segments, and recovery phases — aligning portfolio philosophy with measurable business outcomes.
• Build and continuously evolve portfolio segmentation frameworks and contact strategies that optimize recovery rates while preserving customer experience.
• Identify macro delinquency trends, translate data-driven insights into strategic direction, and own portfolio-level recovery performance and continuous improvement roadmaps.
• Partner with Analytics to define performance measurement standards, predictive scoring models, and portfolio health metrics that drive proactive decisioning.

Genesys Cloud Platform Governance & Technology Leadership

• Serve as the executive business owner of the Genesys Cloud collections ecosystem — owning dialing strategy architecture, campaign orchestration, routing logic, and automation design end-to-end.
• Apply hands-on Genesys Cloud expertise to configure, optimize, and govern platform performance, ensuring the technology infrastructure directly supports portfolio recovery objectives.
• Establish governance standards across internal and BPO teams for disciplined platform execution, compliance adherence, and consistent methodology.
• Partner with IT and Product on platform evolution, integrations roadmap, and long-term scalability planning to maintain competitive technological advantage.
• Evaluate emerging collections technology, regulatory shifts, and recovery methodologies — translating industry advancements into actionable platform improvements.

Collections Performance Management & Leadership Alignment

• Design and own KPI frameworks, performance scorecards, and accountability models that create transparency and drive consistent execution across the collections organization.
• Monitor performance against recovery targets, identify structural risks, and develop enterprise-level mitigation strategies before they impact portfolio outcomes.
• Deliver executive-ready insights, performance analyses, and strategic recommendations to senior leadership, translating operational data into business-level narratives.
• Act as a trusted strategic advisor to the VP of Contact Center on portfolio performance trends, operational risk, technology investment, and growth opportunities.

BPO Strategy & Partnership Oversight

• Define strategic expectations, governance models, and SLA frameworks for all BPO partnerships supporting collections operations.
• Oversee performance standards, audit frameworks, and optimization strategy to ensure external partners align with enterprise collections methodology and compliance requirements.

Requirements

• 10+ years of collections contact center leadership experience, with demonstrated progression in strategic and operational ownership.
• Deep, hands-on Genesys Cloud expertise in a collections environment — including dialing architecture, campaign management, routing logic, and platform governance.
• Strong command of collections performance management, including KPI framework design, portfolio analytics, and recovery optimization strategies.
• Proven ability to partner with analytics teams to build predictive models, define performance standards, and translate data into operational execution.
• Demonstrated experience leading collections strategy in regulated financial services or servicing environments, with a clear understanding of compliance requirements.
• Track record of operating as a non-agent-managing strategic leader who drives outcomes through systems, architecture, and performance infrastructure rather than direct team supervision.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short-Term & Long-Term Disability
• Wellness Resources