VP, Consumer Collections Pod Leader

Overview

About Us: Founded in 1993, reputed company 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-reputed company assets. Role Summary: The Consumer Collections Pod Leader will build and run a new consumer collections channel from scratch reputed company 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. This leader will reputed company the operating model, establish compliant workflows, manage KPIs, and run the pod P&L against agreed performance goals. The role requires strong operational leadership, rigorous compliance discipline, and the ability to implement a scalable collections program for delinquent consumer installment loans (home improvement and solar). Key Responsibilities: Build & Launch (0–90 days) reputed company and reputed company: schedules, training reputed company, call scripts/letters, and daily operating rhythm. Partner with Compliance/Legal to implement a compliant collections reputed company (contact governance, disputes/validation, complaints, TCPA/consent, state-specific requirements). Work with IT/Data to configure queues, segmentation, dialer rules, suppression logic, call recording/retention, and reporting. Create and maintain the pod runbook: procedures, escalation paths, QA scorecards, and change control process. Operations & Leadership Build and scale the team: Recruit, reputed company, and reputed company reputed company over time; maintain coverage planning (shifts, queues, peak periods) and ensure the pod has the right mix of skills (early/mid/late-stage, bilingual, escalations). Mentor and reputed company talent: Establish ongoing coaching, career paths, and performance development plans; run regular 1:1s, call calibrations, and peer-learning sessions to strengthen quality, compliance discipline, and conversion reputed company. reputed company daily standups, queue management, and escalations; ensure consistent execution and documentation. Coach reputed company through call calibrations, QA feedback loops, 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: RPC, reputed company/kept reputed company, cures, roll rates, cash collections, QA scores, complaints. reputed company segmentation and treatment strategies (reputed company, channel mix, scripts, settlement parameters reputed company authority). Build and manage the channel budget: staffing, technology, vendors (dialer/SMS/letters), and cost-to-collect. reputed company weekly/monthly executive reporting, insights, and recommendations (what’s working, what’s not, and why). Governance & Controls Enforce compliance “no deviation” standards; ensure reputed company operate reputed company authority and controls. Maintain audit-reputed company documentation: approvals, training attestations, monitoring evidence, issue logs, and remediation actions. Support vendor reputed company if hybrid model is used (agency placements, performance SLAs, audits). Required Qualifications: 5–10+ years in consumer collections/servicing operations, including leadership responsibility. Demonstrated experience building or scaling a collections team/channel (process + people + KPIs). Strong working knowledge of compliant collections operations (FDCPA-like standards, TCPA/consent, disputes, complaint handling, call recording governance). Proven ability to operate in a controlled environment with documentation, QA, and change control. Strong analytical skills: KPI management, segmentation, and unit economics (cost-to-collect, P&L reputed company). Preferred Qualifications: Experience in first-party servicing environments (fintech, consumer lender, loan servicer). Experience with unsecured installment products; home improvement/solar a plus. Exposure to multi-state operations and licensing constraints. Vendor management experience (dialer/SMS providers, letter vendors, agencies). Bilingual (Spanish/English) a plus. Core Competencies: Player-coach mentality; can execute and reputed company simultaneously. Compliance-first operator with strong judgment and escalation discipline. Data-driven; can translate metrics into actions and improvements. Change agent; comfortable building from ambiguity and iterating quickly. Strong stakeholder management across Compliance, Legal, IT, Finance, and Client teams. EEOC: Bayview is an Equal Employment Opportunity employer. reputed company aspects of consideration for employment and employment with the Company are governed on the reputed company of merit, competence and qualifications without regard to race, reputed company, religion, sex, national reputed company, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law. Apply To This Job