Synchrony · 14 hours ago
VP, Collections Digital and Contact Strategy
Costa Mesa, CA
Full-time
Onsite
Senior Level, Lead/Staff
$135K/yr - $230K/yr
8+ years expSynchrony is a financial services company seeking a VP, Collections Digital and Contact Strategy to lead collections contact strategy development and analytics. This role will oversee a global team, driving business outcomes through data-driven strategies while ensuring regulatory compliance and operational risk management.
Consumer LendingFinanceFinancial ServicesInsuranceVenture Capital
No H1B
Responsibilities
Own collections contact strategies for digital channels (including mobile app, email, text), letters and statement messages for secured and unsecured consumer revolving and installment portfolios
Lead development, testing and rollout of contact strategies for various sub-populations (e.g., customers who have requested no calls, customers working with debt settlement companies). Includes developing the business case, obtaining all approvals, partnering with Operations and IT to implement, ensuring appropriate controls, and ensuring robust reporting and monitoring
Lead development of collections digital and letter strategies for new client start-ups, new client conversions, new products, etc
Actively map and analyze the current customer journey for written communications, implementing refinements to drive improved customer engagement; lead development of new creatives / messages and partner with client managers to obtain required partner approvals and with business strategy implementation team and/or IT to implement
Champion the adoption of next-generation communication technologies such as mobile app communications (e.g., account status messages, push notifications) & RCS (“SMS 2.0”). Partner with Technology & Operations teams to assess digital opportunities such as Text to Pay / Pay By Text
Utilize data-driven insights to identify growth and improvement opportunities, ensuring strategies remain agile and aligned with evolving customer behaviors and business goals
Drives automation and process excellence initiatives to enhance operational efficiency, improve customer engagement, and optimize collections outcomes
Utilize generative and agentic AI technologies to advance predictive analytics, personalize customer communications, and drive smarter, more effective collections strategies
Partner with Collections Operations to identify, prioritize, test and rollout initiatives to reduce expenses and/or to improve customer experience
Partner with Compliance and Legal to complete gap assessment for new laws, regulations and regulatory guidance and, if necessary, lead and implement changes to ensure compliance
Own Collections strategy process support including strengthening test design and monitoring
Ensure robust governance, processes and controls are in place. Prevent, detect and remediate issues. Comply with company policies and control requirements for Non-Model Tools / strategies
Lead or co-lead support for frequent regulatory exams, audits and reviews including explaining policies, strategies, tests and reporting
Complete regular benchmarking. Stay abreast of industry trends to identify emerging opportunities and risks
Perform other duties and/or special projects as assigned
Qualification
Required
Bachelor's degree with a minimum 8+ years of strategy, analytics or credit risk management experience or, in lieu of a Bachelor's degree, 12+ years of strategy, analytics, or credit risk management experience
3+ years of direct people management experience
Advanced proficiency with data analytics and segmentation platforms (e.g., SAS, SQL, Python/R)
Demonstrated success developing and executing strategy, testing protocols, and delivering measurable results in a regulated financial services environment
Strong relationship building, communication (verbal, written) and influencing skills; must be able to communicate with and influence executives
Strong PC proficiency (Microsoft Office suite including: Word, Excel, PowerPoint, and Outlook) or comparable software application
Ability and flexibility to travel for business as required
You must be 18 years or older
You must have a high school diploma or equivalent
You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process
You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act
New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months' time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 18 months' time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don't meet the time in position or performance expectations)
Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening
Preferred
Master's degree (Business administration or quantitative field)
Collections and/or Recovery strategy experience in consumer lending (ideally credit card) industry
Experience developing collections contact strategies, including email creatives, text messages, letters and/or statement messages
Experience managing geographically dispersed teams, including offshore employees
Experience interacting with regulators, auditors and second line of defense teams
Benefits
Annual bonus based on individual and company performance
Company
Synchrony
Synchrony is a consumer financial services company.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$500M2024-02-15Post Ipo Equity· $500M
2014-08-01IPO
Leadership Team
Brian Doubles
President & CEO
Raj Deol
SVP, Sam’s Club Marketing Leader
Recent News
Benzinga.com
2026-01-21
Business News: Pasadena Star-News
2026-01-19
Company data provided by crunchbase