Collections Team Lead at Enova mentoring contact center representatives for successful customer experiences. Collaborating with management for team efficiency and effectiveness in a hybrid work environment.
About the role
- Director of Collections Strategy and Implementation at Best Egg, a financial platform. Leading data-driven collections strategy and modernization for personal loans with AI/ML engagement.
Responsibilities
- Analyze, redesign, and execute a modern, data-driven collections and recovery strategy for personal loan portfolio.
- Serve as the primary architect and executor of a new approach rooted in personalization, AI/ML modeling, segmentation, multi-channel engagement.
- Conduct a full diagnostic of existing treatment paths, channel dependency, saturation levels, and performance breakpoints.
- Design new segmentation frameworks, risk-based treatment paths, and personalized engagement journeys.
- Build and deploy AI/ML-informed strategies, including repayment propensity models, roll prediction, and next-best-action recommendations.
- Reduce reliance on phone outreach by expanding digital-first strategies across SMS, email, IVR, self-service, and automated flows.
- Define and own the evaluation of strategy effectiveness (cure rates, roll rates, loss mitigation).
Requirements
- Bachelor’s degree in Business, Finance, Data/Computer Science, or related field; Master’s preferred.
- 10+ years of experience in collections strategy, risk strategy, consumer lending, or analytics-driven servicing environments.
- Proven experience transforming collections operations from traditional workflows to data-driven, digital-first, segmentation-based execution.
- Strong analytical skills with hands-on experience in SAS (preferred), SQL, Python, or other analytical tools.
- Familiarity with decision engines, CRM technologies, dialer platforms, and modern digital engagement tools.
- Deep understanding of regulatory frameworks governing collections.
- Demonstrated ability to lead cross-functional initiatives and drive measurable portfolio outcomes.
Benefits
- Pre-tax and post-tax retirement savings plans with a competitive company matching program
- Generous paid time-off plans including vacation, personal/sick time, paid short- term and long-term disability leaves, paid parental leave, and paid company holidays
- Multiple health care plans to choose from, including dental and vision options
- Flexible Spending Plans for Health Care, Dependent Care, and Health Reimbursement Accounts
- Company-paid benefits such as life insurance, wellness platforms, employee assistance programs, and Health Advocate programs
- Other great discounted benefits include identity theft protection, pet insurance, fitness center reimbursements, and many more!
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