Junior Collection Consultant managing customer collections for Creditas with a focus on providing personalized service. Engaging directly with clients and addressing their payment concerns through multiple communication channels.
UB
Hybrid Digital Collections Default Risk Product Strategist – Payment Services, Consumer & Small Business
Posted 5 months ago
About the role
- Digital Collections Default Risk Product Strategist at U.S. Bank focusing on optimizing digital engagement strategies. Drive customer traffic to digital collections platforms and enhance payment outcomes.
Responsibilities
- Design and implement digital collections engagement strategies focused on Recovery web experiences.
- Drive traffic to digital platforms and optimize user flows to improve conversion rates.
- Collaborate with internal technology teams and external vendor partners to ensure seamless execution and delivery.
- Monitor and analyze performance metrics to identify trends and opportunities for improvement.
- Conduct testing and experimentation to enhance digital collections effectiveness.
- Provide insights into customer behavior and recommend enhancements to the digital experience.
- Manage rules and criteria for generating program offers.
- Oversee the execution of Recovery email campaigns in partnership with the email channel owner.
- Develop and support strategies for live chat engagement within the digital collections experience.
- Analyze performance and recommend improvements to enhance customer interaction and resolution rates.
- Lead and support the delivery of new digital features and capabilities.
- Organize and oversee the digital collections backlog to ensure prioritization and timely execution.
- Provide project management support across digital initiatives.
- Maintain control and exception reporting to ensure compliance and operational integrity.
- Partners with risk and compliance teams to ensure strategies align with regulatory and policy requirements.
Requirements
- Seven to 10 years of applicable experience
- Applicable professional certifications
- Bachelor's degree or equivalent work experience
- Expert understanding of applicable laws, regulations, financial services, and regulatory trends that impact their assigned line of business
- Strong process facilitation and project management skills
- Strong presentation, relationship building and negotiation skills
- Well-developed analytical skills
- Effective oral and written communication skills
- Proficient computer navigation skills, particularly word processing, spreadsheet, databases, and presentations
- Experience with tools like SQL, SAS, Tableau, or Power BI
- Familiarity with comparative testing (A/B) methodology for process optimization
- Aware of importance of good web design (or at least a desire to learn more)
- Understanding of ADA compliance to ensure broad inclusion in digital experiences
- Base understanding of FDCPA, UDAAP, TCPA, and other relevant regulations impacting digital collections
- Experience preparing and maintaining documentation for internal audits or regulatory reviews
- Skilled in translating business questions and objectives into platform requirements / features and user stories
- Experience in the financial services industry, Default Management specifically as a plus
- Strong communication skills to lead and influence cross-functional and supporting teams
Benefits
- Healthcare (medical, dental, vision)
- Basic term and optional term life insurance
- Short-term and long-term disability
- Pregnancy disability and parental leave
- 401(k) and employer-funded retirement plan
- Paid vacation (from two to five weeks depending on salary grade and tenure)
- Up to 11 paid holiday opportunities
- Adoption assistance
- Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
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