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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 Operations owns the technology, execution model, and performance infrastructure that drives Concord Servicing’s collections outcomes. This role acts as the operational extension of the VP of Contact Center, translating portfolio strategy into dialing architecture, campaign execution, analytics requirements, and measurable portfolio results. This is a non-agent-managing role focused on systems, performance leverage, and execution rigor within an internally led (near-shore MXC) collections environment, supported by limited 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.

Responsibilities:

Enterprise Collections Strategy & Portfolio Performance

• Define the long-term strategy for outbound collections across all delinquency stages and customer segments.
• Establish portfolio segmentation philosophy and recovery frameworks that optimize contact strategy and customer experience.
• Partner with Analytics to define performance measurement standards, predictive insights, and portfolio health metrics.
• Identify macro trends in delinquency drivers and translate insights into strategic direction.
• Own portfolio-level recovery performance and continuous improvement roadmaps.

Technology & Platform Governance

• Serve as executive business owner of the Genesys Cloud collections ecosystem.
• Define strategic direction for dialing strategy architecture, routing logic, campaign orchestration, and automation design.
• Establish governance standards across internal teams and BPO partners to ensure disciplined execution.
• Partner with IT and Product on platform evolution, integrations, and long-term scalability planning.
• Evaluate emerging industry technology, regulatory shifts, and recovery methodologies to maintain competitive advantage.

Performance Governance & Leadership Alignment

• Design KPI frameworks, performance scorecards, and accountability models for the collections organization.
• Identify structural performance risks and develop enterprise-level mitigation strategies.
• Deliver executive-ready insights and strategic recommendations to senior leadership.
• Act as a strategic advisor to the VP of Contact Center on portfolio performance, operational risk, and growth opportunities.

BPO Strategy & Oversight

• Define strategic expectations and governance models for BPO partnerships.
• Oversee SLA design, performance standards, audit frameworks, and optimization strategy.
• Ensure external partners align with enterprise collections philosophy and risk standards.

Requirements

• 10+ years of collections contact center leadership experience.
• Deep, hands-on expertise with Genesys Cloud in a collections environment.
• Strong command of collections performance drivers and portfolio analytics.
• Demonstrated ability to partner with analytics teams to drive execution and outcomes.
• Experience operating in regulated servicing or financial services environments.

Preferred

• Loan servicing, credit administration, or specialty finance collections experience.
• Experience scaling or transforming internally led (near-shore) contact center operations.
• Strong executive communication and stakeholder management skills.
• Bachelor’s degree; MBA or advanced degree preferred.

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