Head of Collections Agency Management
: Job Details :

Are you ready to build the future of our company?

About Mercury Financial Mercury Financial is an innovative and growing financial services company with locations in both Austin, TX and Wilmington, DE. Our mission is to help customers build and maintain their financial future by offering them credit cards they can afford and understand. After only a few years, we've had great success building a significant credit card program, but we are aiming higher, which means we have lots of challenging problems for you to help us solve. Come onboard, work with some of the most talented individuals who thrive on collaboration and teamwork and help us continue to build something special.

Location

Mercury Financial is headquartered in the progressive and entrepreneurial tech hub of Austin, Texas. Our physical location is situated in a beautiful park-like setting called the Domain. The Domain's ideal location and exceptional amenities, amazing restaurant selection, and convenient parking are all perfect for after work happy hours!

Mercury Financial's Wilmington, Delaware office is located near the Riverfront. Wilmington is Delaware's largest city and is the economic engine of the state. The Riverfront combines its rich history with a host of attractions that bring great food, entertainment, and shopping to our city. Based on its convenient location, direct access to I-95, Amtrak, and SEPTA, this location allows our employees the flexibility to live in a variety of the surrounding areas.

What it's like to work here:

We foster a collaborative and innovative culture where you will be empowered to do your best work. All of our employees bring everything they have to their job and are part of a larger team working towards a greater goal. We do right by our employees, our partners, and our customers.

Role: The Head of Collections Agency Management will manage all 1st Party Collections agencies and other recovery-related vendors. You will be responsible for overseeing the daily Collections operation and vendor performance. This critical role will build lasting relationships with our vendors and maximize agent and supplier performance to meet Mercury's financial plan and performance expectations.

What a day is like:

• Reports directly to the Head of Collections & Recovery Operations
• Direct agency network in the achievement of receivables goals, inclusive of gross/net write offs and loss provision through policy/procedure controls, operational monitoring and feedback to vendor network
• Achieve revenue/cost savings results while providing the highest quality of service and customer-focused loss mitigation programs
• Lead and create a disciplined outsource service model to drive performance, quality, and risk
• Lead vendor network with a mandate to maximize collections effectiveness for a $3B portfolio
• Consult with collection agency partners on ways to improve collections performance and comply with all applicable regulations. Provide actionable insights supported by facts. Develop value and trust-based relationships
• Set KPI's and targets that deliver against the Collections agency dollars collected forecast
• Drive agency performance through the meticulous monitoring of agency and agent KPI's with an attention to detail that is required to deliver exceptional performance
• Maximize returns through the development and management of an agent incentive program that drives maximum return
• Drive healthy competition across suppliers to maximize performance
• Lead strategic initiatives that support early and late-stage collections' roadmaps as they relate to agency strategies
• Constantly assess technologies and advanced analytic tools in the market with intent to onboard and manage new capabilities to maximize contact effectiveness
• Lead negotiations workstream with the goal of maximizing conversion rates by managing agent performance stratification and goals
• Own and oversee daily collector and agency MIS
• Own and lead contact-effectiveness tools and strategies
• Own and manage supplier scorecards and agency contracts
• Manage/oversee SLA and performance standards for vendors
• Accountable for capacity planning and ensuring agencies are meeting production metrics
• Continuous assessment of 1st and 3rd party agencies in the market
• Monthly travel required with the ability to travel near/offshore at least 1-2 times per quarter

You're perfect for this role if you:

• 7+ years' experience in the lending/financial industry with direct experience managing collections and/or recovery agencies is a must. Preferably in Credit Card product
• BA/BS or equivalent work experience
• High degree of accountability with attention to detail and a constant desire to improve performance and maximize returns
• Personable leader with grit and determination, willing to go that extra mile to build and lead the best collections shops in the industry
• Analytical, able to understand trends and drivers of performance and efficiency trends and opportunities
• Strong organizational skills
• Ability to prioritize tasks, make decisions and utilize resources with limited direction
• Strong communication skills and ability to present information in a clear and concise manner
• Ability to work fast with a high degree of accuracy and detail
• Strong sense of discretion and professionalism

Why you'll like working here:

This isn't a place where you will fill a seat and keep your head down. This is a place where everybody is expected to help build something. This is a place where you can be involved and lead in your areas of expertise. So, how much do you believe in yourself? If you believe in your skills, in your drive and determination, we'll give you the resources and room to show the world what you can do. Here are just a few of the benefits we offer:

• Employer insurance coverage for employee & dependents
• Life insurance
• 401K with generous employer match
• Wellness program
• Monthly Company Events
• Culture Committee
• Hybrid Work Model

Mercury Financial is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with a disability.