Head of Servicing

With our exploding growth in financial services and consumer lending, we are adding a Head of Servicing leader to our team. The Head of Servicing will be charged with building and leading the customer care and collections capabilities for ClearGage’s point-of-sale consumer lending and merchant processing programs, encompassing support for both our merchant partners and for consumers. The Head of Servicing’s objective will be to develop and execute a scalable servicing strategy with a clear plan for the people, processes and technologies required.

Responsibilities:

  • Lead the teams dedicated to providing frontline customer support to merchants and consumer.
  • Owns the roadmap for servicing related technology platforms, including the loan servicing system, agent CRM, and communications solutions.
  • Develop procedures and policies to ensure workflow efficiency and effectiveness, adherence to regulatory guidelines, and high-quality customer experiences.
  • Deliver and promote a multi-channel approach to self-service, streamlined customer journeys, and efficient workflows for frontline associates.
  • Identify and define the essential KPI’s to define success and track progress, developing a robust ability to measure both operational activity and outcomes.
  • Implement dynamic recruiting and training programs to ensure talent availability and appropriate skillsets.
  • Develop and motivate staff by setting goals and recognition structures to retain top talent and manage performance.
  • Cultivate a dynamic, empowered culture of excellence.
  • Develop and maintain operation budgets and workforce staffing plans.
  • Day-to-day oversight of the collections strategy and operations call center.
  • Lead third party recovery collections, including agency management and placement logistics.
  • Work closely with Risk, Compliance, Legal, Product, and Engineering to identify platform improvements, create detailed requirements, and operationalize technologies.
  • Create and manage back-office support and research functions as needed.

Education, Experience, and Skills You’ll Need:

  • A Bachelor’s degree is required, and an advanced degree is desirable.
  • 12+ years’ experience in consumer financial services in areas such as contact center, collections, customer experience, or product.
  • 5+ years’ experience in collections operations and strategy.
  • Experience in point-of-sale financing and/or sub-prime lending is required.
  • You have demonstrated the ability to build organizations and capabilities.
  • Possess deep subject matter expertise in loan servicing systems and call center technologies.
  • Extensive understanding of the regulatory environment around consumer lending and payments industry.
  • Well versed in digital and multichannel consumer engagement strategies and technologies.
  • Broad knowledge of collections strategy and operations including applicable regulations.
  • Willing to roll up your sleeves and get hard work done.
  • Proactive in testing assumptions and proposing changes to existing structures and policies.
  • You genuinely enjoy managing and developing people and have demonstrated you know how to lead and inspire a frontline production team.
  • Strongly oriented toward making use of metrics and data to drive decision-making.
  • Experience with process engineering and root cause analysis.
  • Strong set of skills with the Microsoft Office suite.
  • Technical expertise for financial modelling and data analysis expertise (i.e. using Excel, SQL, etc.)