Applied Data Finance · 1 week ago
VP, Servicing and Collections
United States
Full-time
Remote
Senior Level, Lead/Staff
$230K/yr - $280K/yr
12+ years expApplied Data Finance is seeking a VP of Servicing and Collections to lead and manage the strategy for the complete post-origination lifecycle of customers. This role focuses on delivering exceptional customer servicing experiences while driving collection recovery performance through advanced analytics and collaboration with various teams.
CreditFinanceFinancial ServicesFinTech
Hiring Manager
Annette Wilson
Responsibilities
Own the full servicing and repayment experience, including all customer communications, notices, reminders, hardship support, customer digital & call interactions and escalation handling
Review and optimize servicing processes that reinforce trust, clarity, and fast resolution
Create servicing tools, scripts and protocols that anticipate customer needs and reduce downstream delinquency
Architect differentiated strategies for early delinquency (1–15 DPD), mid-stage delinquency, and post charge-off recovery
Prioritize and ensure performance of various strategies ranging from early outreach, self-serve resolution, payment plans, settlements, payment plans and assistance plans as appropriate
Strategize and determine best approach for working with Debt Settlement companies and various third-party placement agencies
Ensure lean, digital-first cost structure balanced with strong recovery outcomes
Oversee the Quality Program for the Call Center and India Operations which includes scorecard development, monitoring, training strategies and process improvement
Supervise process for coaching, performance deep dives, and escalation at the Call Center
Establish and manage the incentive structure for Call Center agents and vendors
Build segmentation strategies and behavioral treatment paths based on ability to pay vs willingness to pay and other overlays
Use predictive rules & models and AI-generated risk signals to trigger outreach
Convert insights into action via operational processes
Drive heavy adoption of: 1-way and 2-way SMS, IVR and chat (bot and agent responded)
Online self-service portal
Automate inbound flows to reduce manual effort and customer friction
Maintain an empathetic, respectful tone
Build rapid dispute resolution and hardship handling processes
Protect brand while meeting recovery and servicing targets
Oversee complaint root-cause analysis and closure
Refine the multi-channel contact strategy encompassing SMS, letters, email, chat, digital self-service and bots
Ensure clear KPIs, dashboards and Early Warning System monitoring
Ensure servicing and collections comply with FDCPA, TCPA, UDAAP, state rules, privacy rules, and internal compliance frameworks for first and third-party servicing
Maintain clean audit documentation and oversight for operations
Partner with Legal and Compliance on new policies, internal & external testing and exam insights
Collaborate with Product to reduce friction points in servicing and align enhancements with customer needs
Advise the Risk team on treatment paths and cohort portfolio behavior
Partner with Finance on forecasting, provisioning, charge-off impacts, and portfolio profitability
Qualification
Required
12+ years of experience in consumer lending, fintech, or financial services, including 5+ years in senior leadership roles across servicing, collections, and/or recoveries
Deep experience with short-term, high-APR lending portfolios or similarly high-velocity, small-balance models
Demonstrated success leading cross-border operational teams
Strong partnership experience with data/analytics counterparts to execute a test-and-learn approach
Understanding of consumer protection rules and regulatory requirements in the US
Empathetic toward customers; firm on execution, very detail oriented
Analytical thinker, excellent with numbers, pragmatic operational instincts
Excellent communicator with executive presence
Excellent team leader who garners trust with his key reports
Willing to push new ideas to adoption and get the executive and team support to do such
Ability to scale processes in a fast growth fintech environment
Company
Applied Data Finance
ADF has been purpose-built to be the optimal link between the underestimated underbanked consumer and capital markets.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$239.3MKey Investors
Park Cities Asset Management
2019-01-15Series Unknown· $17.8M
2018-07-25Series Unknown· $145M
2017-12-04Debt Financing· $20M
Leadership Team
Joseph Toms
Chief Executive Officer
Recent News
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