VP, Collections & Customer Service Operations

Beacon Bank; New York (NY); On-site; USD 67,000 - 123,000; Full time

Job summary

Beacon Bank in New York City seeks a VP of Collections & Customer Service to lead delinquency management, customer service strategy, and performance across teams. You will partner with the COO to improve processes, set goals, and develop leaders while driving continuous improvement in service levels and metrics.

The role requires extensive experience in collections, customer service, and financial services, with strong leadership and data-driven decision-making skills.

Qualifications

• Bachelor’s degree required; advanced degree preferred.
• 7–10 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.

Responsibilities

• Provide leadership and oversight of Collections to ensure established delinquency, recovery, productivity and quality expectations are met.
• Lead Customer Service to ensure service levels, quality and responsiveness standards are achieved.
• Establish clear performance expectations and conduct regular coaching for staff.
• Produce daily, weekly and monthly performance reports for Executive Leadership.
• Collaborate with COO and team leaders to drive process improvements and cross-functional initiatives.

Skills

Leadership

Executive communication

Analytical skills

Cross-functional leadership

Problem solving

Data-driven decisions

Call center operations

Education

Bachelor’s degree

Tools

CRM

FIS

nCino

Five9

Job description

Beacon Bank in New York City seeks a VP of Collections & Customer Service to lead delinquency management, customer service strategy, and performance across teams. You will partner with the COO to improve processes, set goals, and develop leaders while driving continuous improvement in service levels and metrics.

The role requires extensive experience in collections, customer service, and financial services, with strong leadership and data-driven decision-making skills.