Director of Collections

Director of Collections

Location: On-Site; Bayamón, Puerto Rico

Employment Type: Full-Time

About the Role: Caduceus is seeking an experienced Director of Collections & Recovery Operations to join our team in Bayamón, Puerto Rico, supporting a federal tracing and payment recovery program. We are looking for a hands-on collections leader with deep experience in debt recovery and high-volume collections operations. This individual will serve as a collections and recovery subject-matter expert, working alongside program leadership to develop and implement effective collection strategies, contact processes, payment recovery practices, and performance standards.

The ideal candidate understands what makes a successful collections operation—from right-party contact and account resolution to collector coaching, call quality, KPIs, and recovery performance—and can apply that experience to build and continuously improve a high-performing operation.

What You'll Do

• Serve as a subject-matter expert for collections, debt recovery, payment recovery, and account resolution.
• Develop and improve collection strategies, workflows, contact approaches, call scripts, follow-up procedures, and escalation processes.
• Provide hands-on leadership and guidance to collections/recovery supervisors, team leads, and frontline personnel.
• Establish effective approaches for Right Party Contact (RPC), account verification, follow-up, and difficult-to-contact accounts.
• Guide payment recovery and account-resolution activities in accordance with approved program procedures.
• Establish and monitor key performance indicators, including contact rates, RPC rates, productivity, quality, timeliness, and resolution/recovery outcomes.
• Analyze performance data and recommend changes to improve collector productivity and recovery results.
• Develop call-monitoring, quality assurance, and coaching practices.
• Train and mentor collections/recovery personnel and supervisors.
• Ensure accurate documentation of contact attempts, account activity, outcomes, and next steps.
• Partner with program leadership on operational reporting, escalations, staffing needs, and continuous process improvement.
• Ensure collections and recovery activities are conducted professionally and in accordance with applicable policies, privacy requirements, and regulations.

What We're Looking For

• 7+ years of progressive experience in collections, debt recovery, payment recovery, or accounts receivable collections (preferred).
• 3+ years of collections leadership or management experience (preferred).
• Demonstrated experience managing a high-volume collections or recovery operation.
• Strong knowledge of collection strategies, right-party contact, account resolution, contact strategies, follow-up practices, and collections performance management.
• Experience developing or improving collections workflows, procedures, call scripts, and performance standards.
• Experience managing collections KPIs and using performance data to improve results.
• Experience coaching and developing collectors, supervisors, or team leads.
• Strong leadership, analytical, communication, and problem-solving skills.
• Bilingual English/Spanish.
• Ability to work full-time on-site in Bayamón, Puerto Rico.

Preferred Experience

Experience in one or more of the following is highly desirable: skip tracing, debtor location, collection agencies, banking, consumer finance, credit cards, telecommunications, utilities, healthcare revenue cycle, insurance, international collections, or other regulated collections environments.

Experience managing a large collections/contact center, launching or scaling a collections operation, or improving an underperforming recovery operation is also highly desirable.

Federal Government contracting experience is a plus but not required.