Collections Risk Management Lead

Core Responsibilities

• Own end-to-end collections risk management for Flex's credit card portfolio across consumer and small business segments — full lifecycle coverage from early delinquency through post charge-off recovery:

  • Early stage collections: monitor roll rates and delinquency migration across DPD buckets; design and refine treatment strategies by risk segment, balance tier, and obligor type; optimize contact timing, channel mix, and messaging to maximize cure rates
  • Late stage collections: manage pre-charge-off intervention strategies; own the analytical framework for determining when accounts warrant accelerated action versus continued treatment; maintain visibility into cure and re-default patterns by treatment cohort
  • Hardship & modification management: maintain analytical visibility into hardship program utilization, modification outcomes, and re-default rates; identify where hardship programs are being used appropriately versus as avoidance behavior
  • Settlement strategy: define settlement authorization frameworks by balance tier, DPD, and obligor type; evaluate the NPV trade-off between discounted resolution and continued collection effort; govern agency settlement authority
  • Vendor & agency management: define the strategic boundary between in-house collections and third-party placement; evaluate and manage agency relationships on the basis of liquidation rates, compliance posture, consumer treatment standards, and cost-to-collect; own the KPI framework for vendor performance
  • Litigation: identify accounts where legal escalation is warranted based on balance size, recovery probability, and obligor profile; maintain an analytical framework for litigation referral thresholds and track outcomes by segment
  • Charge-off & recovery: own charge-off timing policy and its interaction with loss reserve mechanics; build and maintain recovery rate forecasts by vintage, segment, and channel; track net loss emergence and recovery curves over time
  • SMB-specific collections dynamics: apply a distinct analytical lens to small business obligors — seasonal cash flow patterns, owner-business financial entanglement

• Build and maintain collections performance frameworks that surface deterioration signals early and enable proactive treatment

• Synthesize data across sources — payment history, bureau refreshes, transaction behavior, contact records, and macro indicators — to segment the delinquent population intelligently

• Lead periodic collections reviews: own the data, design the narrative, and present delinquency trends, recovery performance, and vendor outcomes to risk committees and senior leadership

• Partner cross-functionally with credit, legal & compliance, finance, and operations

• Contribute to stress testing and loss forecasting: model collections performance under adverse conditions and translate recovery assumptions into net loss projections

• Serve as the internal SME on collections analytics — establishing measurement standards, treatment logic, and vendor governance frameworks

Qualifications

• 7–15 years of hands-on Collections risk management experience; direct exposure to both a bank or regulated card program and a fintech strongly preferred
• Hands-on familiarity with the full delinquency lifecycle: DPD bucket management, treatment strategy design, charge-off policy, recovery curve modeling, and net loss attribution
• Practical experience managing or working alongside third-party collections agencies — understands liquidation economics, placement timing trade-offs, cost-to-collect dynamics, and KPI frameworks
• Analytically self-sufficient: proficient in SQL and Python or R; capable of building roll rate matrices, cure rate cohorts, and recovery forecasts from raw data
• Familiar with the regulatory overlay on collections: FDCPA obligations, Reg F communication rules, UDAAP considerations, and state-level restrictions
• Understands the distinct dynamics of SMB collections — cash flow seasonality, the owner as guarantor

Mindset

• Operates at a senior thinking level — brings a point of view on collections strategy
• Thinks about collections as a risk management discipline, not a call center operation
• Balances recovery maximization with consumer and business treatment standards
• High quantitative aptitude: strong intuitive feel for roll rates, cure rates, and recovery curves
• Effective communicator who can translate delinquency and recovery dynamics into crisp narratives