Collections Strategy Manager

Work Location: Wilmington, Delaware, United States of America

Hours: 40

Pay Details: $120,000 - $145,600 USD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Line of Business: Risk Management

Job Description: We are seeking a highly analytical and strategic Credit Card Collections Strategy Manager to drive performance optimization across the collections lifecycle. This role will leverage advanced data analytics and segmentation techniques to design, test, and optimize collections strategies that improve customer outcomes while ensuring compliance with regulatory standards.

The ideal candidate brings deep experience in credit card collections, strong analytical capabilities, and a knowledge-seeking, hypothesis-driven mindset to continuously refine strategies.

Key Responsibilities

• Develop and execute collections strategies across delinquency stages (early- to late-stage), with focus on improving cure rates, roll rates, and customer engagement

• Leverage data analytics and segmentation to design targeted treatment strategies (SMS, digital, call, legal routing)

• Drive test-and-learn frameworks, including control/treatment design, performance measurement, and statistical validation

• Identify customer segments using behavioral, risk, and engagement data to optimize outreach and recovery strategies

• Partner with cross-functional teams (Legal, Compliance, Operations, Digital Vendors) to implement compliant and scalable strategies

• Monitor key performance metrics (e.g., RPC%, PTP%, liquidation curves, roll rates) and deliver insights to leadership

• Ensure all strategies adhere to regulatory and compliance standards (e.g., TCPA, FDCPA, CFPB guidance)

• Support digital transformation initiatives, including automation and vendor integrations

The Ideal Candidate will have:

• Experience with customer, risk and portfolio segmentation

• Experience building and driving credit risk and collections strategies

• Experience with A/B Testing

• Familiarity with the test-and-learn framework

• Experience with experimental design

• Experience with decision-trees

• Champion/challenger testing

Depth & Scope:

• Demonstrates governance, control and risk management behaviors in alignment with TD policies and practices

• Leads/participates in the identification, development and implementation of new initiatives, operating workflow, additional services/applications or operational efficiencies including potentially leading special project teams or cross functional work groups

• Assists with developing and enhancing credit risk assessment capabilities to identify and maintain good business opportunities with new and existing clients

• Performs detailed analysis and interprets information to make recommendations to Senior Management on critical strategies including non-standard and ad-hoc requests as determined by management

• Creates reports on the results of implemented strategies, using all appropriate quantitative methods and MIS, and makes recommendations to increase efficiencies and revenue while managing credit risk and produce those reports on a regular basis

• Effectively works cross-functionally with teams outside of risk

• Works with Internal Audit / External Regulators, to ensure that documentation for all work processes is complete and up-to-date

• Ensures sound credit control by taking a pro-active approach to risk management within the risk guidelines of the Bank

• Ensures the timely communication of issues that are relevant to the team and encourages a good working relationship with other internal and external groups

Education & Experience:

• Bachelor's degree required; Graduate degree preferred

• 5+ years' experience required

• Proficient PC skills including a strong competency in MS Excel and PowerPoint, and a variety of PC-based analytical and reporting software packages

• Experience with the use of Relational Databases and the process of Extract Transform Load (ETL) using common languages such as SQL or SAS

• Familiar with various analytical or reporting tools, such as SAS, R, Matlab Tableau, etc.

• Strong analytical and problem solving skills are required to interpret data and draw conclusions

• Experience in data modeling and risk management either from a business administration, statistical, mathematical, scientific or financial background

• Excellent written and verbal communication skills

• Experienced in developing and presenting recommendations to Senior Management

Preferred Qualifications:

• Bachelor’s degree in STEM (e.g., Statistics, Mathematics, Engineering, Computer Science, Economics)

• Experience with collections lifecycle strategy across multiple products or portfolios

• Familiarity with digital outreach channels (SMS, email, AI-driven engagement)

• Exposure to regulatory frameworks impacting collections (TCPA, FDCPA, CFPB)

Physical Requirements: Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%

• Domestic Travel – Occasional

• International Travel – Occasional

• Performing sedentary work – Frequent

• Performing multiple tasks – Continuous

• Operating standard office equipment - Continuous

• Responding quickly to sounds – Frequent

• Sitting – Continuous

• Standing – Occasional

• Walking – Occasional

• Moving safely in confined spaces – Occasional

• Lifting/Carrying (under 25 lbs.) – Occasional

• Lifting/Carrying (over 25 lbs.) – Occasional

• Squatting – Occasional

• Bending – Occasional

• Kneeling – Occasional

• Crawling – Never

• Climbing – Never

• Reaching overhead – Occasional

• Reaching forward – Occasional

• Pushing – Occasional

• Pulling –Occasional

• Twisting – Occasional

• Concentrating for long periods of time – Continuous

• Applying common sense to deal with problems involving standardized situations – Continuous

• Reading, writing and comprehending instructions – Continuous

• Adding, subtracting, multiplying and dividing – Frequent

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.

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Who We Are: TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition. Learn more

Additional Information: We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Training & Onboarding We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation TD Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

If you are an applicant with a disability and need accommodations to complete the application process, please email TD Bank US Workplace Accommodations Program at USWAPTDO@td.com. Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process.