Head of Collections

Company: Imprint
Location: New York
Posted on: May 6, 2025

Job Description:

Who We AreImprint is reimagining co-branded credit cards & financial products to be smarter, more rewarding, and truly brand-first. We partner with companies like H-E-B, Turkish Airlines, Brooks Brothers, and Eddie Bauer to launch modern credit programs that deepen loyalty, unlock savings, and drive growth. Our platform combines advanced payments infrastructure, intelligent underwriting, and seamless UX to help brands offer powerful financial products-without becoming a bank.Co-branded cards account for over $300 billion in U.S. annual spend-but most are still powered by legacy banks. Imprint is the modern alternative: flexible, tech-forward, and built for today's consumer. Backed by Kleiner Perkins, Thrive Capital, and Khosla Ventures, we're building a world-class team to redefine how people pay-and how brands grow. If you want to work fast, solve hard problems, and make a real impact, we'd love to meet you.What You'll DoWe are seeking a dynamic and experienced Head of Collections to lead our collections strategy and operations for our growing credit card lending fintech. This role is responsible for designing and executing a best-in-class collections strategy, overseeing operational teams, and optimizing customer engagement to reduce delinquency rates, minimize charge-offs, and maximize recoveries-all while maintaining a customer-centric approach.The ideal candidate will have a deep understanding of credit card collections, strong leadership skills, and experience leveraging technology, analytics, and behavioral insights to drive performance. You will work cross-functionally with Risk, Operations, Product, Compliance, and Data Science teams to enhance collections effectiveness, streamline processes, and align strategies with business objectives.Your Day-to-DayCollections Strategy & Optimization (40%)

• Develop and implement a comprehensive collections strategy that balances risk mitigation, customer experience, and operational efficiency.
• Design and refine early-, mid-, and late-stage collections strategies to reduce roll rates and charge-offs.
• Utilize data analytics, machine learning models, and behavioral insights to segment delinquent customers and apply the most effective recovery techniques.
• Optimize collections treatment paths, including self-service, digital, agent-assisted, and legal escalation processes.
• Establish key performance indicators (KPIs) for collections effectiveness and continuously refine approaches to meet/exceed targets.2. Operational Execution & Vendor Management (30%)
  • Oversee and scale collections operations, including in-house teams, BPOs (outsourced collections partners), and legal collections firms.
  • Continuously refine dialer strategies, SMS/email campaigns, and agent workflows to enhance contact rates and payment success.
  • Manage relationships with collections vendors, debt buyers, law firms, and skip-tracing agencies to ensure optimal recoveries.
  • Ensure cost efficiency by balancing in-house vs. outsourced collections, leveraging automation, and implementing best practices in debt sale, recovery strategies, and loss mitigation.3. Customer-Centric Collections & Hardship Programs (15%)
    • Implement empathetic collections approaches to support customers experiencing financial hardship while improving payment outcomes.
    • Enhance self-service collections options, including online payment plans, deferral options, and hardship modifications.
    • Develop and refine flexible repayment structures (installment plans, balance restructuring, temporary forbearance) to reduce early charge-offs.
    • Work closely with Product & UX teams to improve digital collections touchpoints (e.g., mobile app payment flows, customer reminders).4. Risk, Compliance & Regulatory Oversight (15%)
      • Ensure compliance with CFPB, FDCPA, UDAAP, FCRA, TCPA, and other lending regulations.
      • Establish and monitor internal policies, procedures, and governance frameworks to ensure collections practices align with regulatory and ethical standards.
      • Partner with Legal & Compliance teams to navigate evolving regulations and mitigate reputational risk.
      • Oversee credit bureau reporting, dispute resolution processes, and borrower communication policies.What We Look For
        • 10+ years of experience in collections strategy & operations, preferably in a credit card, BNPL, or fintech lending environment.
        • Proven track record of designing & implementing data-driven collections strategies that improve delinquency management and charge-off recovery.
        • Experience managing collections teams, BPOs, and third-party vendors in high-growth or scaling environments.
        • Strong understanding of regulatory frameworks (CFPB, FDCPA, UDAAP, FCRA, TCPA) and best practices in consumer credit collections.
        • Expertise in collections technology, dialer platforms, machine learning risk models, and digital-first recovery approaches.
        • Ability to work cross-functionally with Risk, Product, Data Science, and Compliance teams to drive strategic collections improvements.
        • Excellent leadership, analytical, and communication skills to influence at all levels of the organization.Bonus Points
          • Experience in a credit card, BNPL, or fintech lending environment.
          • Prior experience at a high-growth startup.Perks & Benefits
            • Competitive compensation and equity packages
            • Leading configured work computers of your choice
            • Unlimited vacation policy
            • Fully covered, high-quality healthcare including fully covered dependent coverage
            • Additional health coverage includes access to One Medical and option to enroll in an FSA
            • 16 weeks of paid parental leave for the birthing parent and 8 weeks for all other parents
            • Access to industry leading technology across all of our business units - stemming from our philosophy that we should invest in resources for our team that foster innovation, optimization, and productivityAnnual salary range: $250,000 - $300,000Imprint is committed to a diverse and inclusive workplace. Imprint is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Imprint welcomes talented individuals from all backgrounds who want to build the future of payments and rewards. If you are passionate about FinTech and eager to grow, let's move the world forward, together.
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Keywords: Imprint, Paterson , Head of Collections, Accounting, Auditing , New York, New Jersey