Director (Collections Analytics & Insights), Collections Strategy

1 day ago

Lake Mary FL United States CardWorks Servicing, LLC Full time
Director (Collections Analytics & Insights), Collections Strategy

CardWorks Servicing, 100 Colonial Center Parkway, Lake Mary, Florida, United States of America ● CardWorks Servicing, 225 W Station Square Drive, Pittsburgh, Pennsylvania, United States of America ● CardWorks Servicing, 9200 SouthPark Center Loop, Orlando, Florida, United States of America Req #9603

Friday, October 18, 2024

Position Summary:

CardWorks is a consumer finance lender and servicer, and a people-centric, compliance-focused organization enabled by data and technology. At CardWorks, our mission is to provide customized and compliant servicing and asset management to our clients to produce their desired end-customer experience.

As Director, Collections Analytics & Insights, you will join the Collections Operations team, playing a critical leadership role in deepening analytical insights and measuring desired results that support and drive critical collections strategy decisions.

Essential Functions:

  • Own, design, maintain, validate and refine collections operations measurement in collaboration with Ops BU leaders, Strategy and Technology
  • Define best practices and lead the cadence and outputs for the Collections analytics roadmap and associated planning
  • Document and maintain planning parameters, variables, drivers, assumptions, data sources, queries, and logic/algorithms for models
  • Report and monitor trends of key performance drivers (e.g., volume, segmentation, payment) and productivity KPIs (e.g., production per FTE, unit cost)
  • Structure and conduct ongoing analyses and “what-if” scenarios, and make recommendations to optimize service level, operational efficiency, customer and agent experience
  • Prepare monthly, quarterly, and annual performance forecast vs. budget variance summary and support other mgmt reporting needs on strategy and associated financial outcomes
  • Present data and facilitate effective model interpretation and business decision-making
  • Support collection strategy initiatives, e.g., BPO, agent, portfolio segmentation and technology measurement
  • Support collections strategy analytics-related data initiatives to acquire, integrate, define and standardize higher-quality data from sources like DWH, telephony/contact center platforms and snowflake
  • Streamline, automate and optimize workforce planning processes, inputs, and outputs with innovative tools and advanced statistical methodologies

Minimum Education and Experience:

  • Bachelor’s Degree in engineering, analytics, quant or related field required, master’s degree preferred
  • 7+ years of experience in credit card analytics, insights and optimization preferred
  • 2+ years of experience in collections analytics in a financial services organization preferred

Summary of Qualifications:

  • Advanced proficiency in PowerPoint, Excel, SQL/Python, Data Visualization (e.g., DOMO, PowerBI), Process Flow tools (e.g., LucidChart, VISIO), Project Management tools (e.g, JIRA), team collaboration tools (e.g., MS Teams) and SAS/Cloud data experience
  • Working knowledge in advanced statistical methodology and modeling is highly preferred
  • Knowledge of industry best practices and trends in collections strategy and associated analytics is preferred
  • Solid understanding of core collections metrics, drivers, and related customer behaviors (in consumer lending/credit card service industry preferred)
  • Superior problem-solving (both conceptual and analytical) skills with a strong ability to compile, analyze data, synthesize insights and make recommendations to a wide group of stakeholders
  • Excellent leadership to challenge the status quo, facilitate changes and collaborate with cross-functional teams

Eligibility Requirements:

In order for an internal applicant to be considered for an open role, the following criteria must be met:

  • The applicant must be in their current position for a minimum of six (6) months.
  • The applicant’s current manager must be made aware regarding their interviewing status before a department interview takes place, following TA’s initial interview.
  • The applicant must not have been issued a documented verbal warning, formal written warning or suspension from work in the past 3 months. For those warnings that extend beyond 3 months, only the first 3 months of the corrective action would make them ineligible.

Exceptions to the above criteria can only be made with the approval of the current Business Unit (“BU”) Leader (“BUL”) and respective HRBP for the area.
 We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic.

  • CardWorks Servicing, 100 Colonial Center Parkway, Lake Mary, Florida, United States of America
  • CardWorks Servicing, 225 W Station Square Drive, Pittsburgh, Pennsylvania, United States of America
  • CardWorks Servicing, 9200 SouthPark Center Loop, Orlando, Florida, United States of America
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