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SVP Servicing

Job Order ID 3824
Province/State Nevada
City Las Vegas

Posted Date 7/31/2020

Brief Description

The SVP of contact management is responsible for supporting all aspects of customer contact via telephone. Coordinates closely with risk management to prepare and execute forecasting and strategy. Responsible for driving performance of delinquent portfolio via monitoring of performance metrics and direct oversite of 1,800 collection agents and 2,500 customer service agents primarily outsourced to multiple vendors. This role is also responsible for managing more than $ 1 billion a year in debt sales and managing over 100 million in annual expenses.

  • Provide support and development to 5 direct reports including VP workforce management, VP collections operations, VP internal collections and recovery, AVP operations support and VP vendor management.
  • Partner with Risk and other areas to create best in class processes and metrics in support of the overall customer life cycle.
  • Maintain contact and relationships with supply chain senior management, their business plans, financial health etc.
  • Coordinate with Training and quality teams to ensure an excellent customer experience and timely delivery of training to associates across the network.
  • Provide regular reporting to executive team supporting performance results and recommendations for process improvement.

Requirement Note

Qualifications :

  • Minimum 10 years’ experience in loan or credit card servicing operations including collections, customer care, and service delivery.
  • Extensive exposure to BPO models and vendors onshore and offshore. Ability to understand and negotiate contract detail including pricing, liability, and service delivery standards. Willingness to travel to international supplier sites.
  • Understanding of key metrics including financial roll rates, flow through, loss mitigation, debt sales, customer survey results, and CSAT scores.
  • Functional experience with managing inbound adherence, service levels, scheduling and the underlying drivers including ASA, shrinkage, productive time, etc.
  • Collection agent drivers including contact rates, promise conversion, performance ranking and experience building score cards for all the above.
  • Knowledge of data science and associated tools
  • Analytical thinker with strong attention to detail.
  • Proven track record of success and innovation in financial services environments.
  • Results oriented with a passion for customer experience
  • Ability to work independently make judgement calls and maintain accountability.

Contact Details:
Rob Chaimowitz
(631) 493-0574 x110