Senior Collections Strategy Manager

Overview

This role is responsible for driving performance optimization across the end-to-end credit card collections lifecycle. The position uses advanced analytics, segmentation, and test-and-learn methodologies to design and refine strategies that improve customer outcomes while maintaining strong regulatory compliance.

Responsibilities

• Develop and execute collections strategies across delinquency stages (early through late), focusing on improving cure rates, roll rates, and overall portfolio performance
• Partner cross-functionally to design, test, and optimize treatment strategies using data-driven insights
• Monitor strategy performance and recommend enhancements to drive sustainable improvements in customer and business outcomes

Depth & Scope

• Performs functions noted for Risk Manager I
• Generally an expert at the enterprise or group business level
• Serves as the primary regulatory interface on risk issues and requirements for a key business segment of the Bank, assessing and providing direction for existing and new regulations
• Interfaces with teams beyond risk in a cross-functional manner
• Represents business on corporate initiatives, identifies key risks and implications, and provides direction in complex situations

Requirements

• 10+ years’ experience required
• Bachelor’s degree required; graduate degree preferred or progressive work experience in addition to experience below
• Proficient PC skills in MS Office and a variety of PC-based analytical and reporting software packages
• Experience with relational databases and the process of Extract Transform Load (ETL) using common languages such as SQL or SAS
• Working knowledge of SAS Enterprise Miner, FICO Model Builder or Angoss Knowledge Seeker
• Strong analytical and problem-solving skills to interpret data and draw conclusions
• Ability to adapt to rapidly changing requirements
• Extremely strong attention to detail, with ability to manage a range of tasks and prioritize
• Proven ability to develop and maintain productive business/peer relationships
• Superb written and verbal communication skills
• Experienced in developing and presenting recommendations to Senior Management

Preferred Qualifications

• Bachelor’s degree in STEM (e.g., Statistics, Mathematics, Engineering, Computer Science, Economics)
• Experience with collections lifecycle strategy across multiple products or portfolios
• Familiarity with digital outreach channels (SMS, email, AI-driven engagement)
• Exposure to regulatory frameworks impacting collections (TCPA, FDCPA, CFPB)

Compensation & Benefits

• Base pay range: $120,000 - $186,160 USD
• Base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan)
• Health and well-being benefits
• Savings and retirement programs
• Paid time off (including Vacation PTO, Flex PTO, and Holiday PTO)
• Banking benefits and discounts
• Career development and reward/recognition

Location

• Wilmington, Delaware, United States of America

Work Hours

• 40 hours

Physical Requirements

• Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%
• Domestic Travel – Occasional
• International Travel – Never
• Performing sedentary work – Continuous
• Performing multiple tasks – Continuous
• Operating standard office equipment - Continuous
• Responding quickly to sounds – Occasional
• Sitting – Continuous
• Standing – Occasional
• Walking – Occasional
• Moving safely in confined spaces – Occasional
• Lifting/Carrying (under 25 lbs.) – Occasional
• Lifting/Carrying (over 25 lbs.) – Never
• Squatting – Occasional
• Bending – Occasional
• Kneeling – Never
• Crawling – Never
• Climbing – Never
• Reaching overhead – Never
• Reaching forward – Occasional
• Pushing – Never
• Pulling – Never
• Twisting – Never
• Concentrating for long periods of time – Continuous
• Applying common sense to deal with problems involving standardized situations – Continuous
• Reading, writing and comprehending instructions – Continuous
• Adding, subtracting, multiplying and dividing – Continuous

Equal Opportunity & Accommodations

• Equal opportunity employer.
• Applicants with disabilities who need accommodations to complete the application process should request accommodations through the organization’s workplace accommodations process.