Solutions Architect - (Collection Industry preferred)

Job highlights

• 10+ years in collections or recoveries with expertise in collections KPIs, technology platforms, and regulatory compliance
• Design end-to-end collections operating models, lead solution development for RFPs/RFIs, incorporate AI and automation, develop commercial business cases, and act as collections domain expert

Role Overview

We are looking for a senior Solutions Architect -Collections to design differentiated commercially viable solutions for clients across debt collections, recoveries, specialty finance, banking, auto lending, utilities, and other credit-led businesses.

This role sits at the intersection of collections operations, technology, analytics, AI, compliance, and commercial solutioning. The individual will work closely with Sales, Operations, Technology, Finance, and prospective clients to translate business problems into scalable operating models and compelling solutions.

The role requires someone who understands collections beyond staffing models: portfolio segmentation, treatment strategies, contact optimization, digital collections, agent productivity, compliance, analytics, and the emerging role of AI and automation.

Key Responsibilities

Solution Design

• Lead solution development for collections RFPs, RFIs, client workshops, and proactive pursuits.
• Diagnose client challenges across delinquency management, recoveries, servicing, and collections operations.
• Design end-to-end operating models covering people, process, technology, analytics, governance, and location strategy.
• Develop solutions across early-stage, late-stage, pre-charge-off, post-charge-off, recoveries, and specialty collections.
• Design segmentation and treatment strategies based on balance, delinquency stage, propensity to pay, customer profile, risk, channel, and regulatory constraints.
• Define appropriate use of voice, SMS, email, digital self-service, payment portals, conversational AI, and agent-assisted channels.
• Identify opportunities to reduce cost-to-collect while improving liquidation, cure rates, right-party contact, and customer outcomes.

AI, Automation & Analytics

• Incorporate AI and automation into collections operating models.

• Identify opportunities for:

• AI-powered agent assistance

• Automated call summarization and dispositioning

• Interaction analytics and 100% QA

• Next-best-action and treatment recommendations

• Propensity-to-pay and contactability models

• Automated digital collections

• Compliance monitoring

• Workflow and back-office automation

• Partner with technology teams to translate business requirements into deployable capabilities.

• Build practical transformation roadmaps rather than technology-led concepts disconnected from operating reality.

Commercial Solutioning

• Develop business cases quantifying improvements in:

• Collections effectiveness

• Cost-to-collect

• Liquidation and recovery rates

• Right-party contact

• Promise-to-pay and kept-promise rates

• Agent productivity

• AHT and occupancy

• Compliance and QA coverage

• Support pricing models including FTE, transaction, contingency, hybrid, and outcome-based constructs.

• Develop transition and transformation assumptions, implementation plans, and benefit realization models.

• Support executive-level client presentations and solution workshops.

Collections Domain Leadership

• Act as a subject-matter expert for collections within the Solutions organization.
• Bring external market knowledge on collections practices, technology platforms, regulatory developments, and emerging operating models.
• Build reusable collections solution assets, benchmarks, discovery frameworks, playbooks, and reference architectures.
• Work with Operations to identify existing capabilities that can be productized and taken to market.
• Help shape differentiated collections propositions for target industry verticals.

Experience & Qualifications

• 10+ years of experience across collections, recoveries, credit operations, financial services, or collections consulting.
• Strong understanding of third-party and/or first-party collections environments.
• Experience designing collections strategies or operating models at meaningful scale.
• Strong knowledge of collections KPIs including liquidation rate, cure rate, roll rate, RPC, PTP, kept PTP, contact rate, recovery rate, cost-to-collect, and agent productivity.
• Understanding of collections technology, dialers, CRM/workflow systems, payment platforms, speech analytics, and digital engagement tools.
• Working knowledge of regulatory and compliance considerations relevant to collections.
• Experience supporting large client pursuits, RFPs, consulting engagements, or transformation programs.
• Ability to translate operational problems into structured solutions and quantified business cases.
• Strong commercial orientation with the ability to balance client outcomes, operational feasibility, risk, and economics.
• Strong executive communication and presentation skills.

Preferred Background

Experience in one or more of the following would be valuable:

• Banking and consumer lending
• Credit cards
• Auto finance
• Specialty finance
• Fintech
• Utilities
• Telecom
• Healthcare receivables
• Debt purchasing
• First-party or third-party collections BPO

Exposure to US and/or Canadian collections environments would be particularly relevant.

Please note: Collections experience is mandate.