- Role Purpose
The AVP / Senior Director – Back Office Collections owns the complete back-office engine of
the debt collection agency across three specialized functions — the Letter Team, the Placement
Team and the Correspondence Team. The role exists to ensure that every consumer
communication, account placement and inbound correspondence is processed accurately, on
time, and in full compliance with US debt-collection law (FDCPA, the CFPB’s Regulation F,
FCRA, TCPA and applicable state statutes).
This is a compliance-critical leadership role. A single non-compliant letter or mishandled dispute
can create regulatory and reputational risk for the client; the incumbent is the accountable
owner who guarantees that does not happen at scale.
- Principal Accountabilities
Letter Team
- Own the full lifecycle of consumer collection communications — initial validation notices,
follow-up letters, dispute acknowledgments, settlement offers and statutory notices.
- Guarantee every communication is compliant with FDCPA §1692g validation
requirements, Regulation F model validation notice, Mini-Miranda and state-specific
language mandates.
- Govern pre-mail scrubs: bankruptcy, deceased, cease-communication, attorney
represented, DNC and litigation suppression before every mail / email / SMS run.
- Manage letter vendors, print-and-mail operations and electronic communication
(email/SMS) platforms within Reg F frequency and time-place-manner limits.
Placement Team
- Own the placement, forward-flow and recall workflows for accounts moving to/from
secondary and tertiary collection agencies and legal-network attorneys.
- Ensure accounts are scrubbed, scored, segmented and validated before any placement
or transfer.
- Maintain agency SLAs, liquidation curves, commission reconciliation and compliance
scorecards for all downstream partners.
- Manage client recall requests, forward-placement decisions and post-placement
reconciliation.
Correspondence Team
- Lead handling of all inbound written correspondence — consumer disputes, debt
validation requests, cease-and-desist letters, attorney representation letters, identity-theft
/ FCRA disputes and insurance correspondence.
- Guarantee every item is logged, triaged and resolved within statutory timelines (validation
/ dispute handling under FDCPA and Reg F).
- Operate a correspondence SLA tracker and escalation matrix for high-risk items —
litigation threats, CFPB complaints, BBB / AG complaints and regulatory inquiries.
- Partner with compliance and legal to respond accurately to regulator and attorney
correspondence.
Leadership & Governance
- Lead Managers, Assistant Managers, Team Leads and Specialists across all three
functions.
- Present back-office SLA, compliance and productivity dashboards in client governance
reviews.
- Drive process re-engineering to cut turnaround time, error rates and compliance
exceptions.
- Span of Control & Scope
Dimension
Scope
Functions Owned
Letter, Placement and Correspondence (3 sub-functions)
Team Size (typical)
200+ across the three teams
Compliance Surface
Non Voice communication with the customers
- Key Stakeholders
Stakeholder
Nature of Engagement
US Client Leadership
SLA governance, recall/placement strategy, escalations
Compliance & Legal
Letter approval, regulatory responses, complaint handling
Quality Team
Audit alignment, CAPA on back-office defects
Letter / Mail Vendors
Print-mail SLAs, suppression accuracy, delivery
Downstream Agencies
Placement SLAs, liquidation, reconciliation
Technology
Workflow automation, suppression logic, dashboards
Competency Framework
-
Functional / Technical Competencies
Competency
Expected Proficiency
US Debt Collection Regulation
Expert — FDCPA, Reg F, FCRA, TCPA, state statutes
Collections Back-Office
Operations
Expert — letter, placement, correspondence lifecycle
Suppression & Compliance
Scrubs
Expert — bankruptcy, deceased, C&D, attorney, DNC
Placement & Forward-Flow
Management
Advanced — agency SLAs, liquidation, reconciliation
Data & Reporting
Advanced — Excel, Power BI, SLA dashboards
Behavioral / Leadership Competencies
Competency
Behavioral Indicator
Compliance Mindset
Treats regulatory adherence as non-negotiable, not a trade
off
Operational Rigor
Builds controls that scale without breaking compliance
Executive Presence
Credible in client and regulatory-facing forums
Decisiveness
Acts fast on litigation / CFPB / regulator escalations
Team Leadership
Builds capable, compliant, motivated back-office teams
Stakeholder Management
Aligns client, vendor and internal interests
- Education: Bachelor’s degree;
- Experience: 12–16 years in US collections / ARM operations, with 5+ years leading
back-office functions.
- Regulatory Knowledge: Deep, current command of FDCPA, Regulation F, FCRA, TCPA
and CFPB expectations.
- Industry Setting: BPO / captive / agency environment serving US debt collection clients.
- Tools: Hands-on with collection platforms (Latitude, FACS, CUBS, Artiva) and letter/mail
systems
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If you are approached by anyone requesting payment or offering you a position at Credence in exchange for money, do not engage with them. Such actions are fraudulent and not authorized by Credence. Please report any such incidents immediately to our official HR team at [email protected]
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