SoTalent · 15 hours ago
VP – Collections Digital & Contact Strategy
Alpharetta, GA
Full-time
Hybrid
Director/Executive
8+ years expSoTalent is seeking a VP of Collections Digital & Contact Strategy, responsible for optimizing end-to-end collections strategies across digital and written channels. This role leads a global team and partners with multiple functions to enhance operational efficiency and customer experiences through advanced analytics and innovative communication technologies.
Staffing & Recruiting
Responsibilities
Own and evolve collections contact strategies across digital channels (mobile app, email, text, push notifications) and written communications for secured and unsecured consumer portfolios
Lead strategy development, testing, approval, and rollout for customer sub-populations (e.g. no-call customers, debt settlement participants), including business case development and performance monitoring
Design and deliver collections strategies for new product launches, client conversions, and portfolio expansions
Map and optimise the customer journey for written and digital communications to improve engagement, effectiveness, and compliance
Champion next-generation communication capabilities, including app-based messaging, RCS (SMS 2.0), Text-to-Pay, and Pay-by-Text solutions
Drive automation, process excellence, and analytics-led optimisation to enhance operational efficiency and collections performance
Apply advanced analytics, statistical methods, and AI (including generative and agentic AI) to personalise outreach and improve predictive decision-making
Partner with Operations to identify and execute initiatives that reduce costs while improving customer outcomes
Lead governance, controls, and monitoring for collections strategies, ensuring adherence to regulatory, compliance, and model-risk requirements
Support regulatory exams, audits, and reviews, clearly articulating strategies, testing frameworks, controls, and results
Benchmark against industry best practices and emerging trends to proactively identify opportunities and risks
Qualification
Required
8+ years of experience in strategy, analytics, or credit risk management within regulated financial services (or equivalent depth of experience)
3+ years of people leadership experience, including managing geographically dispersed teams
Advanced analytics expertise (e.g. SQL, SAS, Python/R) with a strong testing and experimentation mindset
Proven success delivering data-driven strategies in highly regulated environments
Deep experience in collections and/or recovery strategy within consumer lending (credit card experience preferred)
Strong understanding of digital contact strategies, customer communications, and regulatory expectations
Ability to influence senior executives and regulators through clear, structured communication
Company
SoTalent
At SoTechTalent, we specialise in connecting forward-thinking tech companies with world-class talent.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase