Synchrony Collections Contact Strategy Leader Role in DRAPER, Utah
Synchrony’s Collections Strategy Leader is looking for a candidate to lead the Collections Contact Strategy team, which includes this position and a global team of 4 strategy analysts. This position requires significant collaboration with the other Collections & Recovery Strategy teams, other Credit teams, Marketing, Enterprise Customer Engagement (ECE), Collections Operations, IT and second line of defense teams (e.g., Compliance, Legal, Risk, Operational Risk Management).
Location: Any Synchrony hub location
Owns Collections contact strategies for a company with $5-6B in annual gross credit losses and $120MM in Collections expenses. Own collections outbound contact strategies for all channels including email, SMS / text messages, phone (dialer message only, outbound IVR, predictive dialer, manual), letters, and statement messages. Excludes specialty contact strategies (e.g., skip).
Lead development, testing and rollout of Collections outbound contact strategies. Includes developing the business case, obtaining all approvals, partnering with Operations and IT to implement, ensuring appropriate controls, and completing performance reviews.
Partner with Collections Segmentation & Advanced Analytics Leader to design and monitor multi-channel design of experiments (DOE) tests, e.g., testing to prepare for the new CFPB Fair Debt Collections Practices Act (FDCPA) regulation. Extract insights from DOE tests and use results for contact strategy optimization.
Partner with Collections Segmentation & Advanced Analytics leader to develop customer segmentations / personas that can drive effective customer engagement and response.
Lead the development of new collections creatives / messages (for email, text, letter and statement channels) and partner with Collections Client Managers to obtain required client approvals.
Lead the development of collections strategies for new client start-ups, new client portfolio conversions, and new products.
Actively manage and monitor a portfolio of loss reduction initiatives, including tracking performance and providing regular updates to senior management and other stakeholders.
Partner with Collections Operations to identify, prioritize, test and rollout initiatives to reduce expenses and/or to improve customer experience.
Develop compelling future state vision and roadmap to reach future state. Influence Credit and Operations executives to actively support future state vision and roadmap.
Own Collections strategy process support including strengthening test design and monitoring.
Completed targeted benchmarking of collections contact strategies and capabilities.
Co-lead the identification and adoption of best-in-class methodologies, processes, and tools to enhance strategy development and analytics.
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.
Ensure robust governance, processes and controls are in place.
Prevent, detect and remediate issues.
Lead or co-lead support for frequent regulatory exams, audits and reviews including explaining policies, strategies, tests and reporting.
Perform other duties and/or special projects as assigned
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.
Demonstrated ability to lead champion vs. challenger testing.
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.
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 developing or supervising the development of decision-tree segmentations.
Experience managing geographically dispersed teams, including offshore employees.
Experience interacting with second line of defense teams, Internal Audit and/or regulators.
You must be 18 years or older
You must have a high school diploma or equivalent
You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process
You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.
New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 24 months’ time in position before they can post. All internal employees must have at least a “consistently meets expectations” performance rating and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance requirement).
Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Reasonable Accommodation Notice:
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time.
The salary range for this position is 100,000.00 - 200,000.00 USD Annual
Salaries are adjusted according to market in CA and Metro NY and some positions are bonus eligible.
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