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Servicing Manager
3 months ago
Servicing and Repayments at Slope
Our servicing and repayments team is focused on delivering an outstanding post close experience for our merchants and their customers. We are focused on servicing customer needs while running a transparent, fair, and delightful process. This team member will be responsible for running an operation that focuses on a smooth repayment process, working effectively with product and engineering teams, and building out loan collections and recovery processes. A successful candidate here will take a first principles approach and employ effective repayment strategies that utilize the power of our technology led company.
Why work with us?
We are growing insanely fast and well-funded. This is a once-in-a-lifetime opportunity to join our rocketship at an inflection point
We're a tight-knit, intense team, where you'll learn a ton and have ownership
Work with seasoned second-time founders
Help small underdog business owners thrive and compete against large corporations
What You'll Do
Deep dive into our merchants and business customers We ask questions; understand their needs; what's important to them; what are their constraints and challenges; and understand ability and willingness for repayment. These insights will be used to drive product and process improvements.
Focus on the "pre-collection" strategies to ensure timely repayment. We cater to our customers and we always want to be front footed here.
Improve the collections and recovery processes in partnership with cross-functional teams.
Clearly delineate where it makes sense for the repayment process to be in-house and at what point do we utilize external vendors.
Take a hands on approach to working with delinquent customers which may include email, SMS and phone calls to
Take a financial approach and lay out the cost-benefit analysis of internal v external remediation efforts.
Design A/B tests and evaluate the performance of new collections and contact strategies that improve collections and recoveries while balancing customer experience
Craft automated dashboards to track KPIs around operational execution, strategy performance, and changes to risk profile; summarize and present findings to senior management
Work with legal and compliance to ensure all strategies adhere to regulations and best collection practices.
Understand the levers to optimize the repayments conversion funnel and use the available levers to improve conversion and delight the customers.
Develop and maintain policy manuals and collections procedures.
Create policy and procedures to manage Bankruptcy cases and collections disputes.
What We Look For
Strong written and verbal communication skills with the ability to articulate customer problems and drive alignment with cross-functional teams and leadership.
10+ years of experience in business lending or consumer lending.
Experience managing technical software products and working with engineering teams.
Excellent problem-solving - able to quickly learn complex systems, break down problems, and develop rigorous and quantitative arguments to inform decision-making.
A demonstrated ability to get stuff done. In an ideal world, you've worked in a fast-growing company and know what we should be doing today, in one year, and in two years.
Self-directed and able to work with minimal supervision.
Excellent at establishing cross-functional relationships, tapping into those relationships and driving consensus to make progress.
