AVP, Collections Strategy Delivery Projects and Support

Job Description:

Role Summary/Purpose:

The AVP Collections Strategy Delivery Projects and Support role is responsible for the analysis and monitoring of collection strategy queuing, focusing on volume trends and account level anomalies which ensures desired collection volume flow. This individual must be governance minded with the ability to manage multiple critical processes ensuring adherence to attached Compliance CTCs.  This individual will provide support implementation and testing support for MICN releases and New Client/New Product Integrations projects. 

Our Way of Working

We’re proud to offer you choice and flexibility. At Synchrony, our way of working allows you to have the option to work from home, near one of our Hubs or come into one of our offices. Occasionally you may be required to commute to our nearest office for in person engagement activities such as business or team meetings, training and culture events.

Essential Responsibilities:

• Inspire, Lead, Coach, Develop a small Sr. Specialist team while driving high performance & Great Place to Work initiative

• Perform  postproduction validation audits to ensure appropriate coding and routing of accounts, utilizing Tableau, Business Objects and SAS (to validate coding change accuracy for NCIs and, as needed, strategy change implementations

• Provide backup support of the FISERV systemic processes (Aged Charge-Off, Account Closure,  & Statement Messaging)

• Account level research for understanding of Collection processing utilizing FISERV green screen, Rules and/or Experian Strategy Manager

• Partner with Collection Strategy Development team and Collection Operations to determine NCI strategy implementation, dialer requirements and all other queuing necessities related to new client launch

• Provide audit support, managing multiple critical processes such as: Charge off, Right to Cure, Global Exclusion and Rules driven Collection Statement Messages ensuring processes remain compliant

• Manage queue performance, including trends, collection strategy results, exception report results and develop/implement corrective action plans, as needed.

• Strong communication and presentation skills

• Provide regular progress and performance updates as necessary to VP Collections Strategy Delivery leadership team.

• Partner with appropriate resources in collections operations, outsourcing, strategy risk and other key stakeholders to ensure timely implementation of NCI/NPI projects.

• Ability to lead and manage projects to completion, especially managing multiple projects and initiatives simultaneously

• Ability to create data warehouse reporting and ad hoc queries via SAS for post production validations and support queue management and analysis

• Lead and participate in other duties and/or special projects as assigned.

Qualifications/Requirements:

• Bachelor’s degree with a minimum of 2 years’ experience in a financial services collections, operations, or customer service setting or; in lieu of a degree, minimum of 6 years’ experience financial services collections, operations, or customer service setting.

• Minimum of 1.5 years supervisory or management experience.

• 3+ years demonstrated ability to use Microsoft business tools (MS Excel, MS Word, MS PowerPoint) 

• 3+ years of experience with FD Green screens

• 3+ years of experience with FISERV/FD Rules including M cycle testing region

• 2+ years of analytical and decision-making experience

• Synchrony data warehouse and SQL based reporting tool experience, i.e. proficient SAS skills

• Proven ability to lead and manage multiple projects though to completion with minimal supervision

• Demonstrated ability to work with and effectively communicate to leadership, non-exempt team members and cross functionally

• Must be able to travel and provide weekend support for client conversions

Desired Characteristics:

• 2+ years of experience with Strategy Implementation processes and queuing within FDR/FISERV or comparable platform

• Content Navigator, statement and letter validations experience

• Experience with design, test and control environments that process a large amount of data

• Product Control Function (PCF) experience/knowledge

• Jira and SharePoint knowledge

• Have, at minimum, a working knowledge of GECom, Allegro, Vision+ platforms

• Understanding of financial analysis (i.e., profit cal