• Leadership and oversite of all call center management and staff for Collections at all servicing locations, as well as associated vendor relationships. • Lead and develop a team that reflects our core values, as well as manage staffing levels and associated expenses. • Implement strategy and tactics to continuously improve KPIs that improve the customer experience throughout all channels. • Review the daily statistics across all agents to ensure compliance with all set metrics and measurements of the call center. • Function as the executive escalation point for team members. • Maintain and improve Customer Experience operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing analyses; managing system and process improvement and quality assurance programs; installing upgrades. • Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. • Participate in strategic initiatives; provide insights on customer and team member impact of organizational initiatives. • Understand and comply with all applicable federal and state laws and regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) as well as investor, government, client and LoanCare policies and procedures. • Ensure that employees, processes, and procedures under area of supervision comply with all applicable federal and state laws and regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and LoanCare policies and procedures. • Through subordinate managers and supervisors, distributes work assignments to call center agents. • Performs quality control reviews as needed. • Manages vendors used in conjunction with departments under management as assigned. • All other duties as assigned.