Customer service representative managing active and receptive calls for debt negotiation in telecommunications. Role involves providing solutions and utilizing systems for effective communication.
UB
Hybrid Digital Collections Default Risk Product Strategist – Payment Services, Consumer & Small Business
Posted 4 months ago
About the role
- Digital Collections Default Risk Product Strategist at U.S. Bank focusing on optimizing digital engagement strategies. Drive customer traffic to digital collections platforms and enhance payment outcomes.
Responsibilities
- Design and implement digital collections engagement strategies focused on Recovery web experiences.
- Drive traffic to digital platforms and optimize user flows to improve conversion rates.
- Collaborate with internal technology teams and external vendor partners to ensure seamless execution and delivery.
- Monitor and analyze performance metrics to identify trends and opportunities for improvement.
- Conduct testing and experimentation to enhance digital collections effectiveness.
- Provide insights into customer behavior and recommend enhancements to the digital experience.
- Manage rules and criteria for generating program offers.
- Oversee the execution of Recovery email campaigns in partnership with the email channel owner.
- Develop and support strategies for live chat engagement within the digital collections experience.
- Analyze performance and recommend improvements to enhance customer interaction and resolution rates.
- Lead and support the delivery of new digital features and capabilities.
- Organize and oversee the digital collections backlog to ensure prioritization and timely execution.
- Provide project management support across digital initiatives.
- Maintain control and exception reporting to ensure compliance and operational integrity.
- Partners with risk and compliance teams to ensure strategies align with regulatory and policy requirements.
Requirements
- Seven to 10 years of applicable experience
- Applicable professional certifications
- Bachelor's degree or equivalent work experience
- Expert understanding of applicable laws, regulations, financial services, and regulatory trends that impact their assigned line of business
- Strong process facilitation and project management skills
- Strong presentation, relationship building and negotiation skills
- Well-developed analytical skills
- Effective oral and written communication skills
- Proficient computer navigation skills, particularly word processing, spreadsheet, databases, and presentations
- Experience with tools like SQL, SAS, Tableau, or Power BI
- Familiarity with comparative testing (A/B) methodology for process optimization
- Aware of importance of good web design (or at least a desire to learn more)
- Understanding of ADA compliance to ensure broad inclusion in digital experiences
- Base understanding of FDCPA, UDAAP, TCPA, and other relevant regulations impacting digital collections
- Experience preparing and maintaining documentation for internal audits or regulatory reviews
- Skilled in translating business questions and objectives into platform requirements / features and user stories
- Experience in the financial services industry, Default Management specifically as a plus
- Strong communication skills to lead and influence cross-functional and supporting teams
Benefits
- Healthcare (medical, dental, vision)
- Basic term and optional term life insurance
- Short-term and long-term disability
- Pregnancy disability and parental leave
- 401(k) and employer-funded retirement plan
- Paid vacation (from two to five weeks depending on salary grade and tenure)
- Up to 11 paid holiday opportunities
- Adoption assistance
- Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
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