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Sr. Director of Collections Strategy and Operations

Apply Req ID: 2002150 Date posted 07/10/2020
Sr. Director of Collections Strategy and Operations-2002150


As a member of the Technology & Operations organization you will be part of the team that serves the needs of Santander Bank, N.A., including products and services for personal, business and corporate customers.  Our people are at the heart of everything we do.   We are committed to teamwork, and we encourage collaboration and innovation to be a smart, customer-focused and solutions-oriented organization
- The Technology Team supports the development, implementation and ongoing maintenance of all banking systems.  This team has the expertise and commitment to develop high-quality solutions to meet the needs of a fast-paced and complex operating environment.
- The Operations Team supports the processing for all the bank’s transaction channels.   Each day, this team excels when faced with opportunities and challenges to make a meaningful, error-free difference for our customers.
Reporting directly to the Head of SBNA Operations, the Sr. Director of Collections Strategy and Operations oversees the Collections operations team in Reading, PA and is responsible for ensuring all policies, procedures and regulations are followed during the collection process.  The incumbent connects directly with account holders and agencies through various touch points that will improve the collections strategies and maintain a high level of brand acceptance.  S/He is focused on creating a positive and professional environment where delinquent account holders view the collection team as knowledgeable, helpful and a solution provider.

Duties and Responsibilities
  • Leads the consumer and small business banking collections strategy and operations function for SBNA
  • Monitors collection and loss trends and effectively communicates these trends to executive management
  • Develops and implements collection strategies that maximize resources while minimizing expenses and losses
  • Identifies opportunities to improve contact and payment rates
  • Directs the collection of past due accounts to maintain delinquency percentage and losses with acceptable levels
  • Plays key role in developing business cases for and driving complex projects
  • Ensures that collection programs offered to customers are administered effectively and comply with company guidelines and procedures
  • Ensures compliance with all federal and state laws and regulations and company collection policies
  • Approves and controls collection-related expenses; ensuring that expenses are necessary and reasonable
  • Ensures a strong and closely monitored control environment to effectively mitigate risk
  • Performs monthly, quarterly and annual reviews as required
  • Defines, develops and executes innovative and new solutions that improve Santander's overall processes
  • Reviews and analyzes all available reports and metrics to determine trends and opportunities for process and efficiency improvement

At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams.  We actively encourage everyone to apply.


  • Bachelor's Degree or equivalent work experience; Master's degree preferred
  • 9-12 years of experience in a corporate collections environment, at least three of which must be leading a collections team
  • Bank collections experience strongly preferred
  • Familiarity with traditional industry collection metrics and strategies
  • Analytical and process-oriented mindset
  • Thorough knowledge of current technology; including collections, call center, and predictive dialing technology
  • Ability to effectively develop and deliver executive presentations
  • Comfortable presenting performance data to large groups and senior level executives
  • Experience working and communicating directly with regulators (OCC, CFPB, FRB, etc.)
  • Deep understanding of consumer, residential, commercial and/or dealer originated installment lending as applicable
  • Basic knowledge of on-line collection systems
  • Knowledge of general organizational operations and procedures


:Business Operations

Primary Location

:Pennsylvania-Reading-601 Penn Street - 06438 - Reading-Corp


:SBNA Operations (5000)



Job Posting

:Jul 10, 2020, 2:54:32 AM


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