Concord · 1 month ago
Director of Contact Center Collections Strategy
Scottsdale, Arizona, United States
Full-time
Hybrid
Senior Level, Lead/Staff
10+ years expConcord is a leading provider in the credit market ecosystem, specializing in loan servicing and capital markets administration. The Director of Collections Strategy & Operations will oversee the collections technology ecosystem and performance governance, aligning strategies with measurable business outcomes and driving portfolio recovery efforts.
ConsultingEnterprise SoftwareFinanceInformation TechnologySoftwareCRMFinancial Services
Responsibilities
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
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
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
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
Qualification
Required
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
Company
Concord
Concord has been a driving force for innovation and a benchmark for performance in the portfolio servicing arena.
501-1000 employees
H1B Sponsorship
Concord has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
1%
Represents job field similar to this job
Sales
Engineering and Development
Management and Executive
Customer Service and Support
Marketing
Accounting and Finance
Trends of Total Sponsorships
*2026 (2)
2025 (23)
2024 (31)
2023 (23)
2022 (21)
2021 (8)
2020 (8)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Inverness Graham Investments
2025-01-08Acquired
2023-08-31Private Equity
2022-02-15Private Equity
Leadership Team
Kyle Derry
Chief Operating Officer
Shaun O'Neill
Managing Director - Consumer
Recent News
pitchbook.com
2023-09-04
2023-09-04
2023-04-30
Company data provided by crunchbase