VP, Collections Digital & Mail Contact Strategy Leader

Core Responsibilities

• Own collections contact strategies for digital channels (including mobile app, email, text), letters and statement messages for secured and unsecured consumer revolving and installment portfolios.
• Lead development, testing and rollout of contact strategies for various sub-populations (e.g., customers who have requested no calls, customers working with debt settlement companies).
• Includes developing the business case, obtaining all approvals, partnering with Operations and IT to implement, ensuring appropriate controls, and ensuring robust reporting and monitoring.
• Lead development of collections digital and letter strategies for new client start-ups, new client conversions, new products, etc.
• Actively map and analyze the current customer journey for written communications, implementing refinements to drive improved customer engagement; lead development of new creatives / messages and partner with client managers to obtain required partner approvals and with business strategy implementation team and/or IT to implement.
• Partner with Technology & Operations teams to assess digital opportunities such as Text to Pay / Pay By Text.
• Utilize data-driven insights to identify growth and improvement opportunities, ensuring strategies remain agile and aligned with evolving customer behaviors and business goals.
• Drives automation and process excellence initiatives to enhance operational efficiency, improve customer engagement, and optimize collections outcomes.
• Utilize generative and agentic AI technologies to advance predictive analytics, personalize customer communications, and drive smarter, more effective collections strategies.
• Partner with Collections Operations to identify, prioritize, test and rollout initiatives to reduce expenses and/or to improve customer experience.
• Partner with Compliance and Legal to complete gap assessment for new laws, regulations and regulatory guidance and, if necessary, lead and implement changes to ensure compliance.
• Own Collections strategy process support including strengthening test design and monitoring. Ensure robust governance, processes and controls are in place. Prevent, detect and remediate issues.
• Comply with company policies and control requirements for Non-Model Tools / strategies.
• Lead or co-lead support for frequent regulatory exams, audits and reviews including explaining policies, strategies, tests and reporting.
• Complete regular benchmarking. Stay abreast of industry trends to identify emerging opportunities and risks.

  Qualifications/Requirements

  • Bachelor’s degree with a minimum 8+ years of strategy, analytics or credit risk management experience or, in lieu of a Bachelor’s degree, 12+ years of strategy, analytics, or credit risk management experience.
  • 3+ years of direct people management experience.
  • Advanced proficiency with data analytics and segmentation platforms (e.g., SAS, SQL, Python/R).
  • Demonstrated success developing and executing strategy, testing protocols, and delivering measurable results in a regulated financial services environment.
  • Strong relationship building, communication (verbal, written) and influencing skills; must be able to communicate with and influence executives.
  • Strong PC proficiency (Microsoft Office suite including: Word, Excel, PowerPoint, and Outlook) or comparable software application.
  • Ability and flexibility to travel for business as required.

  Desired Characteristics

  • Master's degree (Business administration or quantitative field).
  • Collections and/or Recovery strategy experience in consumer lending (ideally credit card) industry.
  • Experience developing collections contact strategies, including email creatives, text messages, letters and/or statement messages.
  • Experience managing geographically dispersed teams, including offshore employees.
  • Experience interacting with regulators, auditors and second line of defense teams.