Job Overview

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Manages Others:
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Company Overview

Headquartered in Cincinnati, Ohio, Axcess Financial is a respected leader in the financial services industry that empowers consumers and businesses with financial solutions. Through multiple professional partnerships, we provide a wide range of convenient, approachable financial products and services that improve our customers' financial situations by meeting their lifestyle and budgetary needs.

Our associates have an unparalleled understanding of our customers' and partners' needs, helping us provide superior customer service. With leaders whose backgrounds include Fortune 500 companies within both the financial and retail industries, Axcess Financial combines financial product expertise with a high level of customer service to give customers and businesses professional, convenient financial solutions.

Director - Outsourced Collections

Job Description

General Function:

As the Director of Outsourced Collections, you will own a key business process. Oversee the activities of our Third Party Agency partners, including contingency fee-based agencies, debt-buyers and legal collection attorneys.

  • Strong knowledge of Third Party Agency metrics, reporting, methodologies, and culture.
  • Strong understanding of QA (Quality Assurance), measurement and methodologies, auditing, and call recording. 
  • Ability to build and cultivate attorney network in order to pursue judgments on defaulted loans.
  • Prepare operational reports and trend analyses for department, relative to Third Party Agency performance.
  • Strong knowledge of collection best practices and techniques.
  • Knowledge of collection compliance regulations and familiarity with FDCPA, TCPA regulations and CFPB guidelines.
  • Evaluate and develop alternative payment strategies.   Knowledge of ACH / NACHA guidelines
  • Assist in the establishment of policies and procedures. Ensure policies and procedures are in compliance with all applicable rules and regulations pertaining to loan collections.

                                                                                                                                                Duties & Responsibilities:                                                                                                

Develop and manage implementation, placement / recall strategy, performance, audit and analysis of our collections agency network.

  • Account placement / recall strategy
  • Implement agency scorecards
  • Negotiate sale of debt
  • Fully audit agencies for compliance to company, state and federal guidelines


Develop and manage the implementation and day-to-day operation of a legal collections network.

  • Develop strategies for legal collections
  • Develop and manage a network of collection attorneys
  • Analyze loan files and recommend files for legal outplacement
  • Respond to attorney requests for information


Develop monitoring, tracking, and reporting tools via effective use of collection technology that provides for greater real-time visibility of collection results




Skills Description

•A minimum of 5 years’ experience working with or at a Third Party Agency, collection law firm or similar
•Strong knowledge of the FDCPA and state collection laws
•Strong ability to work in ambiguity, think critically, create value, and take action; must have the mindset to continuously move the business forward
•Be highly collaborative, must be able to think and work strategically with a diverse team
•Be highly organized in a changing landscape where innovation will shift our business
•Strong knowledge of Word and Excel required
•Strong knowledge of collection systems (Latitude Software is a plus) and the ability to work with large amounts of data
•Travel up to 15%
•Bachelor’s degree preferred
Supervisory Responsibilities:
0 Supervises other employees
0 Does not supervise other employees
1 May lead the work of less experienced staff
Job titles that are supervised by this position, if applicable:

Working Conditions:
1.Normal office environment
2.Extended viewing of computer screens

All the above duties and responsibilities are essential job functions for which reasonable accommodation will be made. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. This position description is not to be construed as an exhaustive statement of duties, responsibilities or requirements. Associates may be required to perform any other job-related instructions as requested by their supervisor, subject to reasonable accommodation.

0High school graduate or GED. Requires ability to read, write and use basic math and grammar.
0High school plus special training or equivalent experience.
0Vocational or technical school programs or equivalent experience.
0Associates degree, two years, or equivalent experience.
1Bachelor’s degree, four years of college, specialized professional training, or equivalent experience.
0Post-graduate university masters degree (MBA, JD, etc.) or attainment of professional certification (CPA, CFA, PHR, etc.)
0Post-graduate university doctorate degree (PhD)

Area of specialization (if required):

Prior Experience
0No previous work experience required
0Up to 1 year
0More than 1 year and up to 3 years
0More than 3 years and up to 5 years
1More than 5 years and up to 7 years
0More than 7 years and up to 10 years
0More than 10 years and up to 15 years

Area of specialization (if required):

Supervising Others

1 0Position has no responsibility for direction of others. Example: Receptionist
2 0Position functions as a lead worker, performing essentially the same work as those supervised. May be responsible for training, instructing and scheduling work within the unit or work group. May have input into performance evaluations. Example: Team Lead
3 0Position assigns and supervises work within a unit or work group. Conducts performance evaluations. Hiring and disciplinary actions are subject to a higher-level manager review and approval. Example: Accounts Payable Supervisor
4 0Position supervises work within one large unit or several small units or work groups. Makes decisions on hiring and disciplinary actions. Evaluates program/work objectives and effectiveness and realigns work as needed. Accounting Supervisor
5 0Position manages, directly or through other supervisors, work assignments and performance for associates in several work units or work groups. Makes decisions on hiring and disciplinary actions. Evaluates program/work objectives and effectiveness and realigns work as needed. Example: Payroll Manager
6 1Position directs other managers in overseeing multiple work functions. Has final review responsibility for hiring, firing and disciplinary actions. Evaluates work objectives and effectiveness and modifies staffing patterns as needed. Example Finance Director
7 0Position has direct responsibility for monitoring performance of directors and senior managers. Establishes strategic work objectives and assists in resolving the most difficult associate relations and staffing problems. Example: Vice President Human Resources

Examples to support selection:
Oversees and develops manager level staff and operations.

Job Specific Skills

1 0Specialized job skills are not needed. Limited on-the-job training provides required skill development.
2 0Specialized job skills are based on the ability to follow specific instructions. Training may include operating office or technical equipment.
3 0Basic job skills in a technical or administrative are required. Training is of relatively short duration (one year or less). Specialized job skills may include the ability to operate technical or office equipment at a more advanced level.
4 0In-depth job skills of a specific technical or administrative area are required. Trains or acts as troubleshooter to others in a specialty area. Skills are typically obtained through vocational school or junior college.
5 0Broader skills are required in an area of specialization directly related to the work performed. Skills are typically acquired through a formal four-year college program or equivalent specialized professional training.
6 1Advanced job skills are required in areas beyond that of specialization in a professional discipline. Requires working position skills in other related professional areas. Knowledge could be obtained through a graduate program or advanced specialized training.
7 0Mastery-level job skills are required. The position requires recognition at an expert level in a highly technical discipline. Generally requires cross-discipline professional ability with extensive knowledge in several areas.

Area of specialization (if required):
Position requires direct operations experience (supervision / leadership) of more than 25 associates, supervisors and managers.

Organizational Impact

1 0Provides standard services or factual input on matters that contribute to the efficient operation of the work unit or area.
2 0Provides services, analysis, advice or recommendations that affect a specific business function or budget entity.
3 0Takes actions that have a direct impact on a specific business function or budget entity.
4 0Takes actions that have a significant impact on a specific business function or budget entity. Or, provides analysis and recommendations as part of a larger organizational group.
5 0Takes actions and makes decisions and recommendations that have an extensive impact on a specific business function or budget entity. Either has full management responsibility or provides specialized or technical counsel and advice.
6 0Provides direction or technical counsel of a specialized or technical, organization-wide function. The impact of the position affects a significant portion of the entire Company.
7 1Provides direction to a large, highly critical organization-wide function or management of a very large individual organizational unit. The impact of the position affects the Company’s annual business results.
8 0Directs and has principal responsibility for long-term results of a major organizational entity. The position has broad and extensive impact that affects the long-term business performance of the Company.

Examples to support selection:
Position leads the development of operations associates, including supervisors and managers.

Responsibility for Results

1 0Completes tasks that others assign. Daily activities involve tasks such as filling orders, keeping records, answering routine questions and distributing or gathering materials. Example: CSR, Receptionist
2 0Completes assignments that require working with others in the unit. Assignments involve organizing information, summarizing data, processing paperwork or transcribing figures and text. Example: Accounting Clerk
3 0Performs duties that require the incumbent to coordinate efforts with the workflow of other units. Duties involve setting priorities, analyzing information and compiling results. Example: Programmer, Travel Coordinator
4 0Achieves results that depend in part on others in the department. Responsibilities include serving as a technical resource or providing training or guidance to others and reviewing the work they produce.
5 0Meets short-term goals or achieves specific accomplishments through overseeing department projects or work teams. Responsibilities include applying technical guidelines, interpreting findings, or assigning work to others and monitoring their progress.
6 1Develops plans and implements programs that affect the achievement of strategic annual objectives. Accountabilities include conducting research, evaluating results or managing resources and staff.
7 0Establishes objectives and designs processes that support functional company-wide policies and strategies. Accountabilities include solving advanced research problems, creating new or improved methods and techniques or directing the development of business plans, resources and staff.
8 0Formulates strategies and identifies research or business initiatives that impact Company-level decisions and results. Accountabilities include providing expert advice and serving in a recognized leadership role in the Company.

Examples to support selection:
Position is accountable to monthly and yearly recovery and liquidation goals as determined by executive management.

Creativity and Continuous Process Improvement

1 0Position requires limited or occasional use of creativity or opportunities to improve processes.
2 0Position routinely requires creativity to solve new problems or offer suggestions for improvements in this position.
3 0Position requires the ability to develop better methods, procedures, or techniques for areas affecting this position and other positions.
4 0Position requires the ability to refine complex procedures, ideas or techniques. Uses independent thinking in complex environments.
5 0Position requires ingenuity and creativity to develop very complex techniques or programs. Applies independent thinking in highly complex and dynamic environments.
6 1Position requires frequent innovation, creativity and independent judgment to develop very complex methods and programs in new and undefined areas. Applies original independent thinking to direct a major function, activity or department.

Examples to support selection:
Continually design practices and procedures for collection management to improve the efficiency of the front-end and back-end collection processes through use of technology.

Customer Service

1 0Position does not require contact or interaction with customers.
2 0Position requires limited interaction with customers in person, over the telephone or in writing. Assesses and satisfies customer needs by giving and/or receiving factual information from readily available sources.
3 0Position requires regular interaction with customers in person, over the telephone or in writing. Assesses and satisfies customer needs by giving and/or receiving factual information regarding policies, practices, procedures and work in progress, to resolve routine problems.
4 0Position requires the ability to explain and/or instruct customers regarding policies, practices and procedures and work in progress, to resolve more complex problems. Coordinates and deploys resources to ensure an adequate level of service.
5 0Position requires the ability to persuade and/or convince customers to accept, cooperate and/or purchase. Anticipates customer needs and determines the necessary resources to implement any required improvements in service.
6 1Position has responsibility for determining and planning long-range customer requirements and establishing plans that are responsive to organizational goals and strategies. Identifies and executes actions for achieving customer service objectives.

Examples to support selection:
Accountable to the highest standard of customer satisfaction and adherence to all consumer protection laws

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