Head of Collections, Imprint

• The ideal candidate will have a deep understanding of credit card collections, strong leadership skills, and experience leveraging technology, analytics, and behavioral insights to drive performance
• 10+ years of experience in collections strategy & operations, preferably in a credit card, BNPL, or fintech lending environment
• Proven track record of designing & implementing data-driven collections strategies that improve delinquency management and charge-off recovery
• Experience managing collections teams, BPOs, and third-party vendors in high-growth or scaling environments
• Strong understanding of regulatory frameworks (CFPB, FDCPA, UDAAP, FCRA, TCPA) and best practices in consumer credit collections
• Expertise in collections technology, dialer platforms, machine learning risk models, and digital-first recovery approaches
• Ability to work cross-functionally with Risk, Product, Data Science, and Compliance teams to drive strategic collections improvements
• Excellent leadership, analytical, and communication skills to influence at all levels of the organization

Desirable

• We are seeking a dynamic and experienced Head of Collections to lead our collections strategy and operations for our growing credit card lending fintech
• This role is responsible for designing and executing a best-in-class collections strategy, overseeing operational teams, and optimizing customer engagement to reduce delinquency rates, minimize charge-offs, and maximize recoveries—all while maintaining a customer-centric approach
• You will work cross-functionally with Risk, Operations, Product, Compliance, and Data Science teams to enhance collections effectiveness, streamline processes, and align strategies with business objectives
• Collections Strategy & Optimization (40%)
• Develop and implement a comprehensive collections strategy that balances risk mitigation, customer experience, and operational efficiency
• Design and refine early-, mid-, and late-stage collections strategies to reduce roll rates and charge-offs
• Utilize data analytics, machine learning models, and behavioral insights to segment delinquent customers and apply the most effective recovery techniques
• Optimize collections treatment paths, including self-service, digital, agent-assisted, and legal escalation processes
• Establish key performance indicators (KPIs) for collections effectiveness and continuously refine approaches to meet/exceed targets
• Operational Execution & Vendor Management (30%)
• Oversee and scale collections operations, including in-house teams, BPOs (outsourced collections partners), and legal collections firms
• Continuously refine dialer strategies, SMS/email campaigns, and agent workflows to enhance contact rates and payment success
• Manage relationships with collections vendors, debt buyers, law firms, and skip-tracing agencies to ensure optimal recoveries
• Ensure cost efficiency by balancing in-house vs. outsourced collections, leveraging automation, and implementing best practices in debt sale, recovery strategies, and loss mitigation
• Customer-Centric Collections & Hardship Programs (15%)
• Implement empathetic collections approaches to support customers experiencing financial hardship while improving payment outcomes
• Enhance self-service collections options, including online payment plans, deferral options, and hardship modifications
• Develop and refine flexible repayment structures (installment plans, balance restructuring, temporary forbearance) to reduce early charge-offs
• Work closely with Product & UX teams to improve digital collections touchpoints (e.g., mobile app payment flows, customer reminders)
• Risk, Compliance & Regulatory Oversight (15%)
• Ensure compliance with CFPB, FDCPA, UDAAP, FCRA, TCPA, and other lending regulations
• Establish and monitor internal policies, procedures, and governance frameworks to ensure collections practices align with regulatory and ethical standards
• Partner with Legal & Compliance teams to navigate evolving regulations and mitigate reputational risk
• Oversee credit bureau reporting, dispute resolution processes, and borrower communication policies