Director, Debt Settlement and Credit Counseling Collections
Resurgent Capital Services

Job Info

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About Us

Fueled by a fundamental belief in innovation, Resurgent Capital Services is an industry-leading financial services company in our sector. It all began 25 years ago when a small group of successful entrepreneurs had a vision for a new type of asset receivables company. One with a commitment to superior service and a personal touch with every interaction. We believe that demonstrating integrity in everything we do, maintaining a strong commitment to compliance, and doing things the right way is a sustainable business model. We want you to feel like your work has an impact and makes a difference every day. Join us as we develop strategies for change and transform the trajectory of your career!

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Summary:

The Director, Debt Settlement and Credit Counseling Collections will be responsible for overseeing management of Debt Settlement Collections Team; as well as serving as primary contact for all liaison with partner Debt Settlement Companies and Credit Counseling Agencies. This position reports directly to the Sr. Vice President of Bankruptcy & Special Recoveries.

Responsibilities:

• Responsible for management of Debt Settlement Collection Team which includes knowledge of all aspects of startup, certification, and ongoing operations with various Debt Settlement and Credit Counseling Agencies.
  
• Continue to work in continuous improvement of the team's operational processes for automation and design for excellence.
  
• Manages multiple work queues/desks to ensure all work is fairly apportioned and completed in a timely fashion and that all associates contribute equally.
  
• Analyze inventory and desks account status/queue status based on the current payment arrangement status to drive necessary account moves and adjustments.
  
• Supervise Import of Enrollment and Peregrine counseling lists into our appropriate Account Management systems.
  
• Oversee Account Movement process.
  
• Monitor portfolios at the DSC level to ensure specific work efforts on offers/plans are performing and being executed in accordance with our instructions.
  
• Serve as an escalation point of contact regarding DSC / CCS escalations.
  
• Investigate accts daily on DSA reporting exceptions for "drops" or for unknown DSA's.
  
• Communicates with and maintains excellent relationships with partner DSC and CCA companies.
  
• Creates reports for senior management collections performance.
  
• Ensure ALL monthly remittance files are posted timely and investigate gaps.
  
• Supervise and oversee all extending of offers for settlement to include setting most efficient and profitable strategies and payment structures.
  
• Review DSC QC certification in conjunction with external audit team.
  
• Point person for all partner contact including all annual and periodic audits.
  
• Responsible for DSC and CCA performance reporting requirements.
  
• Responsible for maintaining established levels of productivity, efficiency, and quality to ensure company and contractual requirements and goals are met.
  
• Partner closely with internal technology and client technology groups to ensure a smooth transaction of account data and payments.
  
• Responsible for creating a client onboarding process, "Teams" channel and associated onboarding checklists/processes to driving and assisting with onboarding of new clients or existing clients.
  
• Maintains Process document SharePoint repository of reference documentation.
  
• Responsible for mitigating and managing risk and compliance issues.
  
• Responsible to undergo and pass quarterly audit of all his remits and payment tracking.
  
• Maintain acceptable levels of quality and productivity for the team.
  
• Train, coach and assist associates.
  
• Monitor and track production and quality of the team and individuals.
  
• Schedule and assign work to all team members.
  
• Periodic review of standards.
  
• Maintain reporting and tracking. Develop new reporting mechanisms as needed.
  
• Serves as liaison partner Debt Settlement Companies and Credit Counseling Agencies
  

Skills and Experience

• 7 Plus years of related industry experience which includes collection processes.
  
• Excellent work ethic.
  
• Strong leadership abilities including ability to motivate teams.
  
• Effectively communicate (oral and written).
  
• Organizational skills, time management, and attention to detail a must.
  
• Advanced analytic and problem-solving skills ... Ability to think objectively and interpret meaningful themes from quantitative and qualitative data.
  
• Process orientation and process improvement mindset.
  
• Proficiency in MS Office applications (Word, Excel, PowerPoint, Outlook) and aptitude for learning new systems.
  
• Knowledge of third-party regulatory collection laws such as FDCPA, TCPA, FCRA, GLBA, etc. required.
  
• Ability to handle confidential information and data.
  

Educational Requirements:

• College degree required (Bachelor's in related field)
  

Resurgent is an Equal Opportunity employer that is fueled by our diverse and inclusive work environment. Are you excited about this opportunity, but your skills and experience aren't an exact match? We encourage you to apply anyway! You may be just the person we are searching for to fill this or another position. We would love to consider you for the Resurgent team!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.

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