Director of Customer Servicing & Collections

Are you a servicing leader who sees opportunity before anyone has to point it out?Maybe you're leading a team today, but you're ready for more ownership. You don't just want to inherit processes, you want the opportunity to build better ones.You know that great servicing isn't simply answering the phone or collecting a payment. It's creating an operation where customers get answers, employees know what's expected of them, leaders understand their numbers, and problems actually get solved.You're comfortable with accountability. You like KPIs. You know how to coach a team, dig into an aging report, improve a recovery strategy, handle an escalation, and then step back and ask:How do we make sure this works even better next time?If you're looking for a leadership role where you can make a visible impact on a growing company, we should talk. BenefitsMe is hiring a Director of Servicing to lead our Customer Support and Collections departments from our Wichita, Kansas office. And we're not looking for someone to simply maintain what already exists. We're looking for someone to help us build the servicing organization we need for where we're going.BenefitsMe is growing, and growth creates complexity. More customers. More accounts. More interactions. More opportunities for great service, and more need for disciplined, effective recovery strategies.Your challenge will be to bring those pieces together.You'll own the performance of our servicing operation and help us answer questions like:Are we delivering the experience our customers deserve?Are we recovering the dollars we should be recovering?Are we addressing delinquency early enough?Are our contact strategies working?Are we fixing root causes, or repeatedly treating symptoms?You'll lead the people, processes, and performance behind Customer Support and Collections, including:Developing strategies to increase payment recovery and reduce delinquency and bad debtManaging account aging, contact rates, payment commitments, recovery rates, service levels, and other critical KPIsBuilding effective strategies for early-stage delinquency, payment arrangements, past-due balances, final-pay accounts, terminated employees, and other recovery effortsDeveloping managers, supervisors, and frontline team members into a high-performing servicing organizationCreating accountability through clear goals, reporting, coaching, and performance expectationsUsing technology, automation, and data to improve servicing efficiency and recovery performanceYou'll have the opportunity to influence the strategy and stay close enough to the operation to know what's actually happening. We want a leader who can talk strategy with executives in the morning, review recovery performance in the afternoon, coach a leader through a performance issue, and step into a difficult customer escalation when the team needs support.BenefitsMe exists to make life more manageable, one paycheck at a time. We partner with employers nationwide to provide financial wellness solutions, including our Purchasing Assistance Program, which allows employees to purchase quality merchandise and pay over time through payroll deductions, interest-free.As we grow, the strength of our servicing organization becomes increasingly important to that mission.That's where you come in.We're looking for someone with:7+ years of progressive experience in collections, customer servicing, account management, call center operations, consumer finance, or a related field5+ years of leadership experience in Customer Support, Collections, Servicing, or similar operationsA strong background in collections and recovery strategyExperience managing KPIs and translating data into actionA track record of developing leaders and building accountable, high-performing teamsStrong knowledge of delinquency management, account servicing, payment arrangements, customer communications, and recovery practicesExperience developing processes, workflows, scripts, training programs, and quality standardsStrong analytical instincts and a habit of getting to the root causeThe confidence to make decisions, challenge the status quo, and take ownershipTHE W.A.Y.S. WE WORKAt BenefitsMe, how we work matters just as much as what we accomplish.Walk the Walk.Do what you say you're going to do. Accountability starts with you.Always Be Better.Good enough isn't the destination. We're constantly looking for ways to improve.Yes, And…Bring solutions. Build on ideas. Find the path forward.Synergy Over Silos.The best answer for BenefitsMe matters more than whose department gets the credit.If that sounds like the kind of environment where you'd thrive, we'd like to meet you.THE DETAILSPosition: Director of ServicingLocation: Wichita, Kansas - In office; this is not a remote positionSchedule: Full-time, with flexibility for evenings and weekends as business needs requireCompensation: Competitive salaryBenefits include medical, dental and vision coverage, Paid Time Off, Purchasing Assistance Program, and opportunities for continued professional growth and development.Ready to build something?If you're ready to move beyond simply managing a servicing operation and want the opportunity to shape one, apply to join BenefitsMe as our next Director of Servicing.