Head of Collections TCF- New York City, ON SITE What You Will Do:

• Own collections strategy and daily execution across the full account lifecycle: early delinquency, NSF and payment-return management, default, workout, settlement, escalated recovery, and post-charge-off recovery.
• Work accounts directly: outreach, negotiation, promises to pay, payment plans on ACH autopay, reprieves, and settlements within documented authority under TCF's Commercial Collection, Servicing & Recovery Policy.
• Run the daily engine: the payment-return (bounce) queue, delinquency buckets and outreach timeline (1-7, 8-15, 16-30, 31-60, 61+ days), ACH shut-off and restart decisions, and promise-to-pay follow-through.
• Own and finish the

Collections & Customer Service Operations Manual:

close the open items, resolve inconsistencies between SOPs, set approved calling hours and dialer configuration, and move it from draft to approved, reviewed, and trained-on.

• Lead and develop the team: manage the Philippines-based customer service and collections representatives, define quality assurance and coaching, centralize training materials, and build the incentive structure they operate under.
• Own the systems: Centrex servicing workflows across both environments, dialer strategy (dial ratios, campaigns, compliance settings), and the email, SMS, and letter template libraries, keeping SMS consent and calling-hour rules tight.
• Operate the escalation paths: settlement and reprieve underwriting (bank statements, Plaid, Decision Logic review), legal referral packages, UCC filings, and coordination with Legal, Compliance, and Accounting.
• Build and manage the external recovery network: vet, onboard, and oversee collection agencies and litigation counsel, with documented placement criteria, fee terms, and performance accountability.
• Define and report the numbers, which do not exist today: roll rates, cure rates, promise-kept rates, recovery rates by segment and vintage, liquidation curves, and agency performance, with regular reporting to leadership.
• Stand up collections-as-a-service for partners: placement intake, account boarding, segmentation, remittance, and partner-facing reporting, including consumer-regulated segments (FDCPA and TCPA discipline) as verticals such as healthcare patient-responsibility collections launch.
• Keep the function compliant and audit-ready: commercial-only account discipline, ACH return-code escalations, verification standards, records retention, and documentation that stands up to partner and regulator scrutiny.
• Hire, train, and manage additional collectors as volume grows.

What You Bring:

• 7+ years in collections, recovery, or servicing, including 3+ years leading a collections function; you have personally collected and you have led collectors.
• You have built or rebuilt a collections operation before: the process, the team, the vendor network, and the reporting, not just managed one that already existed.
• Experience with commercial and small-business receivables: merchant cash advance or revenue-based financing, specialty finance, fintech lending, or similar. You understand why an MCA is a purchase of receivables and why that distinction matters in every communication. Consumer or healthcare collections experience is a strong plus.
• Proven negotiator: settlements, workouts, reprieves, and payment plans, with sound judgment on when to hold, when to discount, and when to escalate to agencies or litigation.
• Working knowledge of the collections legal toolkit: demand letters, litigation referrals, judgments, UCC enforcement, and bankruptcy basics, and the discipline to freeze activity the moment an account goes legal.
• Fluent in collections compliance: communication standards, calling hours, SMS consent, ACH return-code handling, and FDCPA and TCPA awareness for consumer-facing segments.
• Hands-on with the tooling: CRM and servicing platforms, dialers, SMS and email systems, ACH operations, and bank-data tools such as Plaid or Decision Logic; strong in Excel / Google Sheets.
• Experience managing offshore or distributed teams is a strong plus.
• An assertive, strategic, can-do operator: direct and persistent on the phone but always professional and within the rules, comfortable being the entire collections department on day one and the leader of one by day ninety, with relentless follow-through and high attention to detail.

Salary & Benefits:

Base salary range: $80,000 to $100,000 based on experience Benefits include: 401(k) plan Health insurance Dental and vision insurance, fully covered at no cost to you Paid time off (PTO)

About Us:

Top Choice Financial is a capital platform that provides software platforms, marketplaces, and financing partners transparent, flexible business capital to their customers. We handle the underwriting, servicing, payments, and support behind it.

Our receivables are commercial:

we purchase future receivables from businesses and service those positions through their full lifecycle. Servicing and collections are core to how we operate, and collections is becoming a business line of its own: we collect on our own portfolio today, and we have collections-only servicing for partners. Supervest/TCF is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic. We comply with all applicable federal, New York State, and New York City employment laws, including the NYC pay transparency law.

Pay:

$80,000.00 - $100,000.00 per year

Benefits:

401(k) Commuter assistance Dental insurance Health insurance Paid time off Vision insurance Application Question(s): Do you now, or might you in the future, require sponsorship to work in the United States? Ability to

Commute:

New York, NY 10005 (Required)

Work Location:

In person