VP, Consumer Collections Pod Leader

Consumer Collections Pod Leader

Founded in 1993, Bayview Asset Management is an investment management firm focused on investments in mortgage and consumer credit, including whole loans, asset-backed securities, mortgage servicing rights, and other credit-related assets.

Role Summary

The Consumer Collections Pod Leader will build and run a new consumer collections channel from scratch within our servicing platform. This is a hands-on, player-coach role responsible for day-to-day collections execution (including making calls) while also owning channel performance, strategy, staffing, controls, and reporting.

The ideal candidate is an operational builder who can design scalable collections processes, develop high-performing teams, and establish a culture of accountability, compliance, and continuous improvement. This leader will develop the operating model, establish compliant workflows, manage KPIs, and run the pod P&L against agreed performance goals for delinquent consumer installment loans (home improvement and solar).

The role requires systems thinking, strong cross-functional influence, rigorous compliance discipline, and the ability to balance customer outcomes with portfolio performance. This leader must be comfortable operating in ambiguity, making data-driven decisions quickly, and iterating on processes as the platform evolves.

Key Responsibilities

Build & Launch (0-90 days)

• Design a scalable launch plan for the channel, including schedules, training cadence, call scripts/letters, daily operating rhythm, and clear prioritization of critical path activities.
• Partner with Compliance/Legal to implement a compliant collections framework, including contact governance, disputes/validation, complaints, TCPA/consent, and state-specific requirements.
• Work with IT/Data to configure queues, segmentation, dialer rules, suppression logic, call recording/retention, and reporting.
• Identify operational gaps, process bottlenecks, and tooling needs during launch and drive remediation plans cross-functionally.
• Create and maintain the pod runbook, including procedures, escalation paths, QA scorecards, change control, and process governance.

Operations & Leadership

• Build and scale the team: Recruit, onboard, and ramp collectors over time; maintain coverage planning for shifts, queues, and peak periods; and ensure the pod has the right mix of skills, including early/mid/late-stage, bilingual, and escalations capabilities.
• Build a high-accountability, metrics-driven team culture centered on compliance, customer treatment, operational discipline, and continuous improvement.
• Develop repeatable hiring, onboarding, and coaching practices that improve collector ramp time, retention, and long-term performance.
• Continuously evaluate team structure, specialization, staffing ratios, and workflow segmentation to support efficient scaling as portfolio complexity and volume increase.
• Mentor and develop talent through ongoing coaching, career paths, performance development plans, regular 1:1s, call calibrations, and peer-learning sessions to strengthen quality, compliance discipline, and conversion outcomes.
• Lead daily standups, queue management, and escalations; ensure consistent execution and documentation.
• Coach collectors through QA feedback loops, call reviews, and performance management.
• Personally handle high-value/escalated borrower cases and participate in outbound calling as needed.
• Ensure robust complaint/dispute handling and timely resolution in coordination with Compliance.

Strategy & Performance (P&L Ownership)

• Own channel KPIs, including RPC, PTP/kept PTP, cures, roll rates, cash collections, QA scores, complaints, customer experience indicators, regulatory risk indicators, and delinquency resolution outcomes.
• Balance collections performance with customer experience, regulatory adherence, and long-term portfolio health.
• Develop segmentation and treatment strategies, including cadence, channel mix, scripts, settlement parameters within authority, and borrower-resolution options.
• Build and manage the channel budget, including staffing, technology, vendors (dialer/SMS/letters), and cost-to-collect.
• Provide weekly/monthly executive reporting, insights, and recommendations on what is working, what is not, and why.

Governance & Controls

• Enforce compliance no-deviation standards; ensure collectors operate within approved authority, documented procedures, and control expectations.
• Maintain audit-ready documentation, including approvals, training attestations, monitoring evidence, issue logs, change control records, and remediation actions.
• Support vendor oversight if a hybrid model is used, including agency placements, performance SLAs, audits, and issue management.

Required Qualifications

• Typically includes 5+ years of relevant consumer collections or servicing leadership experience.
• Demonstrated experience building or scaling a collections team/channel across process, people, controls, and KPIs.
• Experience operating in high-growth, transformation, or build-phase environments where processes, tooling, and organizational structures were still evolving.
• Demonstrated ability to hire, coach, and develop high-performing operational teams in metrics-driven environments.
• Strong working knowledge of compliant collections operations, including FDCPA-like standards, TCPA/consent, disputes, complaint handling, call recording governance, QA, and change control.
• Proven ability to operate in a controlled environment with documentation, QA, escalation discipline, and issue remediation.
• Strong analytical skills, including KPI management, segmentation, unit economics, cost-to-collect, and P&L levers.

Preferred Qualifications

• Experience standing up new servicing or collections workflows, including operational procedures, staffing models, QA frameworks, and performance management structures.
• Experience in first-party servicing environments, including fintech, consumer lending, or loan servicing.
• Experience with unsecured installment products; home improvement/solar experience a plus.
• Exposure to multi-state operations and licensing constraints.
• Vendor management experience, including dialer/SMS providers, letter vendors, and agencies.
• Bilingual (Spanish/English) a plus.

Core Competencies

• Systems thinker with a scalability mindset; can design operating processes that are repeatable, controlled, and durable as volume and complexity increase.
• Player-coach mentality; can execute and lead simultaneously.
• Compliance-first operator with strong judgment and escalation discipline.
• Data-driven; can translate metrics, customer outcomes, and risk indicators into action and continuous improvement.
• Change agent; comfortable building from ambiguity and iterating quickly.
• Strong cross-functional influencer across Compliance, Legal, IT, Data, Finance, and Client teams.

EEOC:

Bayview is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.