Collections Director

The Director of Collections will lead and manage all aspects of the collections function within a telecommunications company. This role is responsible for developing and implementing strategies to improve collections performance, reduce bad debt, and enhance customer satisfaction. The ideal candidate has deep experience in telecom billing and collections systems, a solid understanding of credit risk, and the ability to lead large, cross-functional teams.The Director of Collections will lead and manage all aspects of the collections function within a telecommunications company. This role is responsible for developing and implementing strategies to improve collections performance, reduce bad debt, and enhance customer satisfaction. The ideal candidate has deep experience in telecom billing and collections systems, a solid understanding of credit risk, and the ability to lead large, cross-functional teams.

Classification: Exempt. Non-Bargaining

Responsibilities

• Develop and implement strategic collection policies, procedures, and initiatives to maximize recovery while maintaining customer relationships.
• Oversee day-to-day operations of the collections department, including call center performance, delinquency follow-up, and dispute resolution.
• Partner with IT, customer service, and finance teams to ensure billing accuracy and efficient collections processes.
• Set performance metrics and KPIs; monitor and analyze results to drive continuous improvement.
• Manage external collections agencies and legal partners to ensure performance standards and compliance.
• Ensure compliance with federal, state, and industry regulations (e.g., TCPA, FDCPA, GDPR if applicable).
• Oversee credit risk analysis, customer segmentation, and strategy design for account treatment.
• Leverage data and analytics to forecast delinquency trends and optimize collection strategies.
• Lead and mentor a team of managers, supervisors, and analysts.
• Prepare regular reporting and presentations for senior leadership.

Qualifications

• Bachelor's degree in Finance, Business Administration, Accounting, or related field; MBA preferred.
• 10+ years of experience in collections, with at least 5 in a leadership role, ideally in the telecommunications industry.
• Proven experience with telecom billing systems (e.g., CSG, Amdocs, Oracle BRM) and CRM platforms.
• Strong knowledge of regulatory requirements and industry best practices.
• Demonstrated ability to lead high-performing teams and manage large-scale operations.
• Excellent communication, analytical, and problem-solving skills.

We are proud to offer a comprehensive and competitive benefits package:

• 401(k) matching
• Medical, Rx, Dental and Vision insurance
• Disability insurance
• Flexible spending account
• Health savings account
• Life insurance
• Tuition reimbursement
• Paid vacation and personal days
• Paid holidays
• Employee Assistance Program
• Annual bonus program to eligible employee's based upon organization performance

Pay range (commensurate with skills and experience): $91,766 - $138,960

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.