New

Director Call Center Operations

Sun Loan Company
paid time off, sick time, 401(k)
United States, Texas, San Antonio
Apr 23, 2026
The Opportunity The Director of Customer Engagement & Revenue Operations provides senior leadership for the company's Customer Service Center (CSC), overseeing loan funding, servicing, and firstparty collections. This role is responsible for delivering strong daytoday performance while building and strengthening the operational capabilities needed to support future growth. The Director ensures the CSC evolves in a disciplined, compliant, and customerfocused manner-balancing revenue recovery, customer retention, and regulatory integrity within a highly regulated environment. Success in this role is defined by meeting financial objectives, maintaining positive customer relationships, and developing an operation that is prepared to scale as business needs evolve. What You'll Do Lead Customer Engagement & Revenue Outcomes Oversee firstparty collections, servicing, and funding operations to meet or exceed company performance targets Ensure customer interactions balance recovery goals with relationship preservation and longterm retention Guide customer engagement strategies that help customers resolve account challenges effectively and compliantly Oversee collection campaigns and drive continuous improvements in efficiency and effectiveness Direct and Evolve Call Center Operations Plan, direct, and oversee daily CSC operations, including staffing, workflows, and performance management Establish, implement, and maintain call center standards, policies, procedures, and customer interaction guidelines Monitor operational performance through KPIs and reporting; identify trends and implement process improvements Build, scale, and strengthen CSC processes, systems, and controls to support current performance and future growth Lead the development and ongoing enhancement of the collections module in GPS, ensuring scalability, accuracy, and compliance Ensure operational readiness as customer demand, product offerings, and business priorities evolve Build and Lead HighPerforming Teams Foster a culture of accountability, professionalism, empathy, and customer respect Develop leaders and frontline team members through coaching, feedback, and performance management Partner with the Learning and Development team to lead the design and continuous improvement of training modules Collaborate on performance management frameworks and incentive or bonus programs Provide steady leadership through operational change, increased complexity, or expansion Ensure Regulatory Excellence & CrossFunctional Alignment Serve as a key owner of regulatory compliance across FDCPA, FCRA, UDAAP, and related requirements Embed ethical and compliant practices into daily operations, training, and coaching Partner with Branch Operations, Compliance, Risk, and Technology teams to ensure alignment with enterprise standards and brand voice Use operational and behavioral data to understand delinquency drivers and inform ongoing improvements What We're Looking For Senior leadership experience in call center operations, collections, servicing, or customer engagement Strong understanding of firstparty collections and regulated financial services environments Proven ability to lead teams, manage performance, and improve operational outcomes Experience building or evolving operational processes, systems, or teams over time Systemsoriented mindset; experience with call center platforms such as GPS strongly preferred Why This Role Matters This role is central to protecting revenue, maintaining customer trust, and ensuring compliance. The Director's leadership directly impacts customer outcomes today while shaping the future readiness and scalability of the Customer Service Center. Benefits - Why Sun Loan Is Your Ideal Workplace Low-deductible, affordable medical plans, including medical, dental, and vision Telehealth access On-demand pay Competitive salary based on factors such as location, skills, knowledge, competencies, and experience 401(k) with company match Paid Time Off, including holidays, vacation, and sick time Bonus opportunities Career development and advancement paths Formal and comprehensive training program Work Authorization Notice Applicants must be legally authorized to work in the United States without the need for current or future visa sponsorship. This means: Work Authorization Required: Candidates must already possess valid U.S. work authorization permitting employment with any employer. No Visa Sponsorship Provided: Sun Loan is unable to sponsor employment visas (e.g., H-1B, O-1) or assume responsibility for transferring existing sponsorships. Sun Loan is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.