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VP of Collections

Company: Fin'l Services General, San Carlos, CA
Location: San Carlos
Posted on: December 10, 2018

Job Description:

Company is a financial technology company founded in 2005. Our mission is to provide affordable loans that help people with little or no credit history establish credit and build a better future. Company uses advanced data analytics and technology to “score” and lend money to individuals who other lenders consider “unscorable” because of their limited credit history. Between our first loan in 2006 and March 2018, Company disbursed more than $5 billion in 2+ million affordable loans. During that time, Company customers also saved more than $1.1 billion in interest and fees by choosing an Company loan instead of one of the alternatives that are widely available to people with little or no credit history. In recognition of Company’s goals of increasing economic opportunity for our clients, promoting community development, and serving low-income or underserved communities, Company was certified by the United States Department of Treasury as a Community Development Financial Institution or CDFI. Company is a great place to work if you are as enthusiastic about helping others as you are about your own professional development and career. As our CEO Raul Vazquez says, “Earning a paycheck to support yourself and your family is critical. Satisfying career ambitions is rewarding. But there is no greater privilege than having a challenging job where you are growing and learning professionally, while having a strong positive impact on the lives of others… And that is what we do here every day .” Responsibilities We are seeking an experienced collections and recoveries operations executive to design, deliver, and manage our loss mitigation strategy and operations in our rapidly growing financial services company. Candidates must have direct management experience in the day to day operations management of all aspects of loss mitigation operations including early stage collections, late stage collections, legal collections, post charge off recoveries, and handling of special situations. Ideal candidates will have extensive experience in all aspects of loss mitigation customer servicing with the ability to design and deliver world class experiences and deliver superior loss mitigation performance. In this role, the candidate will be required to collaborate with operations and technology leaders as well as process engineering teams to design best in class customer experiences as well as the agent facing and customer facing systems that deliver these experiences. Expertise in delivery of analytically driven customer experience improvement programs (CSAT, NPS) while mitigating losses and maximizing recoveries is required for success. Servant Leadership practices that inspire and engage the organization towards high performance and service excellence. Experience in broader loss mitigation management (analytics, policy and fraud) is preferred. Key Responsibilities Deliver monthly, quarterly and annual loss mitigation and expense plan. Make appropriate trade-offs to maximize P & L impacts. Develop, implement and analyze collection results and outreach strategies. This includes deploying new tools, omni-channel strategies and overall process re-engineering. Develop and motivate internal staff by setting appropriate goals and establishing the right reward and recognition structure to retain top performers and manage performance outliers. Work with outsourced/offshore service provider to set relevant goals and manage performance as an extension of our internal team. Develop champion/challenger strategies to maximize performance and promote best practices between internal resources and BPO providers. Develop champion/challenger approach to testing new ideas and strategies to promote a constant improvement mindset. Develop root cause analysis structure to correct issues/reasons for customer calls, ultimately reducing the number of customer calls by developing solution-based servicing, presenting more complete, accurate information and self-service options for borrowers. Maintain awareness of the financial services industry and make recommendations to management as appropriate. Development of direct and indirect team, interviews and hiring of add to staff, effective management of turnover. Qualifications Bachelor’s degree Relevant industry expertise in a portfolio of large-scale accounts 15+ years of experience with direct management of internal and external (supplier) loss mitigation operations Broad based knowledge of all collections and recoveries servicing and operations including applicable regulatory requirements Leadership competencies & practices that promotes engagement and service excellence Effective leadership within a diverse workforce where Spanish is a predominant language Ability to communicate effectively with senior leadership as well as junior contact center agents Ability to establish and maintain a culture of risk management and compliance while delivering a world class customer experience in a contact center operation Experience in delivery of digital self-servicing tools that prevent excessive contact center calls and maximize loss mitigation performance in a large portfolio Experience identifying and implementing best in class tools to enable superior loss mitigation performance and customer experience. Flexible and willing to travel as needed (up to 50%) Bilingual in Spanish / English (Preferred)

Keywords: Fin'l Services General, San Carlos, CA, San Francisco , VP of Collections, Executive , San Carlos, California

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