Back Office

Roles & Responsibilities

1. 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.
2. 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

Candidate Requirement

• 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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