Director of Contact Center Collections Strategy
Concord ServicingScottsdale, Arizona, United States
Posted May 11, 2026
Full Time
About the Company
Concord sits at the center of the credit market ecosystem, providing loan servicing, backup servicing, and capital markets administration for specialty finance lenders, institutional investors, and asset managers.
Job Description
Concord is seeking a Director of Contact Center Collections Strategy to lead the end-to-end collections technology ecosystem, performance governance infrastructure, and long-range portfolio recovery strategy at Concord Servicing. This role requires a strategic operator with deep expertise in Genesys Cloud platform architecture and a proven track record of driving measurable collections outcomes.
Requirements
- 10+ years of collections contact center leadership experience
- Deep, hands-on Genesys Cloud expertise in a collections environment
- Strong command of collections performance management
- Proven ability to partner with analytics teams to build predictive models
- Demonstrated experience leading collections strategy in regulated financial services or servicing environments
- Ability to operate as a non-agent-managing strategic leader
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short-Term & Long-Term Disability
- Wellness Resources
