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Best Egg · 17 hours ago

Director of Collections Strategy and Implementation

Wilmington, DE

Full-time

Onsite

Senior Level, Lead/Staff

$160K/yr - $180K/yr

10+ years exp

Best Egg is a market-leading, tech-enabled financial platform helping people build financial confidence through a variety of installment lending solutions and financial health tools. The role involves analyzing, redesigning, and executing a modern, data-driven collections and recovery strategy for the personal loan portfolio, focusing on personalization, AI/ML modeling, and multi-channel engagement.

Financial ServicesFinTechLending

Comp. & Benefits

Responsibilities

Conduct a full diagnostic of existing treatment paths, channel dependency, saturation levels, and performance breakpoints

Identify opportunities to shift from a one-size-fits-all model to highly personalized, segmentation-driven strategies

Lead the strategic roadmap to modernize collections using analytics, digital engagement, automation, and AI/ML

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, optimal contact timing, and next-best-action recommendations

Rapidly develop and implement champion/challenger tests, ensuring continuous experimentation and measurable improvement

Serve as the primary driver of execution, overseeing business requirements, UAT, strategy deployment, and post-launch monitoring

Reduce reliance on phone outreach by expanding digital-first strategies across SMS, email, IVR, self-service, and automated flows

Implement decisioning and orchestration platforms that enable real-time personalization and strategy optimization

Partner with vendors and internal technology teams to evaluate and integrate new tools that enhance collections performance

Define and own the evaluation of strategy effectiveness (cure rates, roll rates, loss mitigation, liquidation, cost-to-collect)

Conduct deep-dive analyses on customer behavior, channel performance, and economic trends to refine strategies

Provide strategic insights and recommendations to senior leadership regarding portfolio performance and loss forecasting

Collaborate closely with Credit Risk, Operations, Data Science, Product, and Engineering to ensure seamless strategy development and deployment

Ensure all strategies comply with FDCPA, UDAAP, TCPA, and other regulatory requirements

Promote a customer-centric, ethical approach to engagement and repayment solutions

Qualification

Collections strategyData-driven decision makingAI/ML modelingSegmentation strategiesSASSQLPythonDigital engagement toolsCross-functional leadershipAnalytical skillsHands-on builderCustomer-centric approachCreative problem solving

Required

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

Preferred

A creative problem solver who can diagnose complex systems and design scalable, modern solutions

A hands-on builder who is comfortable moving from strategy to design to execution

A data-driven leader passionate about experimentation, measurement, and continuous improvement

Someone who thrives in a fast-paced environment and can influence without authority across technical and operational teams

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!

Company

Best Egg

Best Egg is a consumer financial technology platform that aims to help people feel more confident about their everyday finances through a suite of products and resources.

Founded in 2013

Wilmington, Delaware, USA

501-1000 employees