Customer Service & Collections Manager

Beacon-Bank; New York (NY); On-site; USD 180,000 - 320,000; Full time

Job summary

Beacon Bank seeks a Vice President to lead the Collections & Customer Service departments, overseeing delinquency management, service levels, metrics and reporting. The role partners with the COO to drive process improvements and develop team performance.

You will supervise team leaders, align strategies with credit, risk, workout, legal and sales, and ensure quality, responsiveness and control across nCino, Five9 and related systems.

Qualifications

• Bachelor’s degree required; advanced degree preferred.
• 7–10 years in progressive Collections, Customer Service or financial services experience.
• 5+ years of leadership experience managing teams and performance.
• Commercial lending, equipment finance or banking experience strongly preferred.
• Demonstrated success managing delinquency, collections and portfolio recovery.
• Experience managing call center/customer service operations and performance metrics.
• Strong analytical skills with data-driven decision making.
• Experience with CRM, collections and contact center technology; FIS, nCino and Five9 preferred.

Responsibilities

• Lead Collections and Customer Service with emphasis on delinquency management, service levels and reporting.
• Collaborate with COO and team leaders to set goals and drive continuous improvement.
• Monitor performance metrics, coaching, and adherence to standards across teams.
• Coordinate with Credit, Risk, Workout, Legal and Sales on complex relationships.
• Oversee daily, weekly, and monthly reporting for Executive Leadership.
• Ensure robust operational controls and scalable processes.

Skills

Leadership

Strategic planning

Operational management

Analytical skills

Executive communication

Cross-functional collaboration

Education

Bachelor’s degree

Advanced degree preferred

Tools

CRM software

nCino

Five9

FIS

Job description

Actual compensation within the pay range will be determined based on factors including, but not limited to, skills, prior relevant experience, and specific work location.

Location: New York City, NY- 213 West 35th St

Purpose/Objective

The Vice President, Collections & Customer Service is responsible for the leadership, performance and operational oversight of the Collections and Customer Service departments, including delinquency management, customer service, departmental metrics and reporting. The VP works collaboratively with the Chief Operations Officer (COO) to improve processes and procedures and partners with the Collections and Customer Service Team Leaders to establish goals, develop employees, strengthen team performance and drive continuous improvement.

Key Accountabilities

Collections Leadership & Oversight

• Provide leadership and oversight of Collections to ensure established delinquency, recovery, productivity and quality expectations are achieved.
• Monitor delinquency trends and ensure appropriate strategies are established.
• Hold the Team Leader accountable for collector performance, coaching, documentation and execution of established collection strategies.
• Partner with Credit, Risk, Workout, Legal and Sales on complex or deteriorating relationships.
• Provide leadership and oversight of Customer Service to ensure established service levels, quality and responsiveness standards are achieved.
• Monitor nCino and Five9 performance, customer responsiveness, service levels and escalations.
• Hold the Team Leader accountable for employee performance, coaching and adherence to Communication Standards.

People Leadership & Accountability

• Establish clear individual and departmental performance expectations.
• Conduct regular production meetings and employee coaching.
• Maintain appropriate staffing, workload distribution and succession/coverage plans.

Technology, Reporting & Operational Controls

• Produce and analyze daily, weekly and monthly performance reporting for Executive Leadership.
• Maintain current Collections and Customer Service procedures and ensure appropriate operational controls are followed.
• Identify opportunities to automate or eliminate manual activities that detract from core Collections and Customer Service responsibilities.
• Proactively communicate material risks, performance concerns and operational barriers to the COO and Executive Leadership.

Executive Leadership

• Proactively communicate material risks, performance concerns and operational barriers to the COO and Executive Leadership.
• Deliver assigned initiatives and action plans within established deadlines.

Collections Leadership & Oversight

• Provide leadership and oversight of Collections to ensure established delinquency, recovery, productivity and quality expectations are achieved.
• Monitor delinquency trends and ensure appropriate strategies are established.
• Hold the Team Leader accountable for collector performance, coaching, documentation and execution of established collection strategies.
• Partner with Credit, Risk, Workout, Legal and Sales on complex or deteriorating relationships.
• Provide leadership and oversight of Customer Service to ensure established service levels, quality and responsiveness standards are achieved.
• Monitor nCino and Five9 performance, customer responsiveness, service levels and escalations.
• Hold the Team Leader accountable for employee performance, coaching and adherence to Communication Standards.

People Leadership & Accountability

• Establish clear individual and departmental performance expectations.
• Conduct regular production meetings and employee coaching.
• Maintain appropriate staffing, workload distribution and succession/coverage plans.

Technology, Reporting & Operational Controls

• Produce and analyze daily, weekly and monthly performance reporting for Executive Leadership.
• Maintain current Collections and Customer Service procedures and ensure appropriate operational controls are followed.
• Identify opportunities to automate or eliminate manual activities that detract from core Collections and Customer Service responsibilities.
• Proactively communicate material risks, performance concerns and operational barriers to the COO and Executive Leadership.

Executive Leadership

• Proactively communicate material risks, performance concerns and operational barriers to the COO and Executive Leadership.
• Deliver assigned initiatives and action plans within established deadlines.

Requirements

• Bachelor’s degree required; advanced degree preferred.
• 7 to 10 years of progressive Collections, Customer Service or financial services experience.
• 5+ years of leadership experience managing teams and performance.
• Commercial lending, equipment finance or banking experience strongly preferred.
• Demonstrated success managing delinquency, collections and portfolio recovery.
• Experience managing call center/customer service operations and performance metrics.
• Strong analytical skills with demonstrated ability to use data to drive operational decisions.
• Experience with CRM, collections and contact center technology; FIS, nCino and Five9 experience preferred.
• Strong executive communication, problem solving and cross functional leadership skills.
• Demonstrated ability to execute independently, manage competing priorities and deliver results within established deadlines.

Beacon Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or would like to request alternative methods of applying, please contact us [e-mail] .

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Beacon Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or would like to request alternative methods of applying, please contact us at [e-mail] .

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