VP, Consumer Collections Pod Leader

Community Loan Servicing, LLC; Coral Gables (FL); On-site; USD 80,000 - 100,000; Full time

Job summary

Community Loan Servicing, LLC in Coral Gables, Florida seeks a Consumer Collections Pod Leader to oversee consumer collections execution within the servicing platform. This hands-on leader will engage directly in call activity, drive performance, and implement compliant operational strategies.

The ideal candidate will have over 5 years of experience in collections leadership, demonstrating the ability to develop high-performing teams while maintaining compliance. Strong analytical skills and a player-coach mentality are essential.

Qualifications

• 5+ years of relevant consumer collections or servicing leadership experience.
• Ability to develop high-performing operational teams.
• Strong working knowledge of compliant collections operations.

Responsibilities

• Establish disciplined operating plans for the pod.
• Partner with Compliance to implement collections frameworks.
• Lead and scale the team while ensuring effective coverage.

Skills

Leadership

Operational Strategy

Compliance Management

Analytical Skills

Job description

Role Summary

The Consumer Collections Pod Leader will serve as the accountable player‑coach and single point of contact (SPOC) for consumer collections execution within our servicing platform. This hands‑on leader will drive day‑to‑day results, participate directly in call activity and escalated borrower engagement, and translate call‑level learnings, borrower behaviors, and operational feedback into an informed loss mitigation strategy.

Overview

The ideal candidate is an operational player‑coach who can lead from the floor, create accountability, develop high‑performing collectors, and convert daily execution insights into practical strategy improvements. This leader will own compliant workflows, KPI performance, team coaching, feedback loops, and the pod P&L against agreed performance goals for delinquent consumer installment loans (home improvement and solar).

The role requires strong execution discipline, cross‑functional influence, rigorous compliance judgment, and the ability to balance customer outcomes with portfolio performance. This leader must be comfortable using real‑time call observations, QA findings, borrower behavior patterns, and KPI trends to refine treatments, elevate issues, and inform broader loss mitigation strategy.

Key Responsibilities

• Establish a disciplined operating plan for the pod, including schedules, training cadence, call scripts/letters, daily operating rhythm, and clear prioritization of the highest‑impact activities.
• Partner with Compliance/Legal to implement a compliant collections framework, including contact governance, disputes/validation, complaints, TCPA/consent, and state‑specific requirements.
• Work with IT/Data to configure queues, segmentation, dialer rules, suppression logic, call recording/retention, and reporting.
• Identify operational gaps, borrower friction points, process bottlenecks, and tooling needs from daily call activity, then drive remediation plans cross‑functionally.
• Create and maintain the pod runbook, including procedures, escalation paths, QA scorecards, call‑calibration learnings, change control, and process governance.

Operations & Leadership

• Lead and scale the team: recruit, onboard, and ramp collectors over time; maintain coverage planning for shifts, queues, and peak periods; and ensure the pod has the right mix of skills, including early/mid/late‑stage, bilingual, and escalations capabilities.
• Model and reinforce a high‑accountability, metrics‑driven team culture centered on compliance, customer treatment, operational discipline, and continuous improvement.
• Develop repeatable hiring, onboarding, side‑by‑side coaching, and call‑calibration practices that improve collector ramp time, retention, quality, and long‑term performance.
• Continuously evaluate team structure, specialization, staffing ratios, and workflow segmentation to support efficient scaling as portfolio complexity and volume increase.
• Mentor and develop talent through ongoing coaching, career paths, performance development plans, regular 1:1s, call calibrations, and peer‑learning sessions to strengthen quality, compliance discipline, and conversion outcomes.
• Lead daily standups, queue management, and escalations; ensure consistent execution and documentation.
• Coach collectors through QA feedback loops, call reviews, and performance management.
• Personally handle high‑value/escalated borrower cases and participate in outbound calling to stay close to borrower behavior, objection patterns, collector effectiveness, and treatment gaps.
• Ensure robust complaint/dispute handling and timely resolution in coordination with Compliance.

Strategy & Performance (P&L Ownership)

• Own channel KPIs, including RPC, PTP/kept PTP, cures, roll rates, cash collections, QA scores, complaints, customer experience indicators, regulatory risk indicators, and delinquency resolution outcomes.
• Balance collections performance with customer experience, regulatory adherence, and long‑term portfolio health.
• Develop and refine segmentation and treatment strategies, including cadence, channel mix, scripts, settlement parameters within authority, and borrower‑resolution options, using insights from call activity, QA trends, borrower objections, and payment behavior.
• Build and manage the channel budget, including staffing, technology, vendors (dialer/SMS/letters), and cost‑to‑collect.
• Provide weekly/monthly executive reporting, insights, and recommendations on what is working, what is not, why performance is moving, and what call‑level learnings should inform loss mitigation strategy.

Governance & Controls

• Enforce compliance no‑deviation standards; ensure collectors operate within approved authority, documented procedures, and control expectations.
• Maintain audit‑ready documentation, including approvals, training attestations, monitoring evidence, issue logs, change control records, and remediation actions.
• Support vendor oversight if a hybrid model is used, including agency placements, performance SLAs, audits, and issue management.

Required Qualifications

• Typically includes 5+ years of relevant consumer collections or servicing leadership experience.
• Demonstrated experience leading or scaling a collections team/pod across process, people, controls, KPIs, and performance accountability.
• Experience operating in high‑growth, transformation, or evolving environments where processes, tooling, treatment strategies, and organizational structures required hands‑on leadership and disciplined iteration.
• Demonstrated ability to hire, coach, and develop high‑performing operational teams in metrics‑driven environments.
• Strong working knowledge of compliant collections operations, including FDCPA‑like standards, TCPA/consent, disputes, complaint handling, call recording governance, QA, and change control.
• Proven ability to operate in a controlled environment with documentation, QA, escalation discipline, and issue remediation.
• Strong analytical skills, including KPI management, segmentation, unit economics, cost‑to‑collect, and P&L levers.

Preferred Qualifications

• Experience improving servicing or collections workflows, including operational procedures, staffing models, QA frameworks, feedback loops, and performance management structures.
• Experience in first‑party servicing environments, including fintech, consumer lending, or loan servicing.
• Experience with unsecured installment products; home improvement/solar experience a plus.
• Exposure to multi‑state operations and licensing constraints.
• Vendor management experience, including dialer/SMS providers, letter vendors, and agencies.
• Bilingual (Spanish/English) a plus.

Core Competencies

• Systems thinker with a scalability mindset; can strengthen operating processes that are repeatable, controlled, and durable as volume and complexity increase.
• Player‑coach mentality; can execute directly, coach the team, and lead through measurable outcomes simultaneously.
• Compliance‑first operator with strong judgment and escalation discipline.
• Data‑driven; can translate metrics, call observations, customer outcomes, and risk indicators into action, coaching, and loss mitigation strategy enhancements.
• Results‑oriented SPOC; comfortable driving accountability, resolving ambiguity, and iterating quickly based on evidence from the operation.
• Strong cross‑functional influencer across Compliance, Legal, IT, Data, Finance, and Client teams.