Customer Recovery Strategist

About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 400,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy. 

About the Role:

We are seeking a Customer Recovery Strategist to join our Re-enablement and Recovery Operations team. In this role, you will apply your functional expertise to resolve a variety of customer payment issues, protecting Gusto from financial loss while acting as a trusted partner to our customers. Our philosophy is that customer recovery is a customer service function first. You will be responsible for managing a portfolio of customer accounts, working to understand and resolve challenges of moderate to diverse scope where analysis requires a review of multiple factors. You will exercise judgment within defined procedures and practices to determine the appropriate course of action, helping our small business customers navigate financial challenges and successfully re-enable their accounts. We are a small, close-knit, fun group that works hard and laughs a lot. No egos here—we collaborate and help each other out in a positive environment.

About the Team:

The Payments and Risk team at Gusto ensures that our 400,000+ small and medium businesses and millions of their employees are getting paid on time, every time in a safe manner. You will be our Re-enablement & Recovery Manager and will position the team to scale by developing recovery/collections focused systems, processes and policies that are foundational to our payroll solutions. You will work closely with a team of Engineers and Designers, to build the roadmap, set strategic priorities, and ensure the successful implementation of our global risk stack.

Here’s what you’ll do day-to-day:

• Cure exposures. Contact clients and discuss their delinquent payments. Mitigate loss by addressing and monitoring failed payments, the dynamics of those accounts, key segmentation and the impact of the collections strategy
• Take actions in order to encourage timely payments. Discuss customer options to cure exposure and opportunities to reduce future exposures
• Strategy and Change Management. Follow the team Collections strategy and drive process measurement and improvement to identify and eliminate migration of exposure to severe delinquency
• Monitor exposures on a daily basis. Identify customers that have failed debits and research trends to identify failure vectors and verticals
• Innovate. Be a subject matter expert in how Gusto Collections works and how money moves through our system. Come up with methods to identify trends and patterns to support collection efforts

Here’s what we're looking for:

• Experience. 4-10  years of experience in Business-to-Business (B2B) Collections. Previous experience working with Salesforce development knowledge, operational risk experience and/or skip tracing experience is highly preferred. Banking and/or Fintech fields experience is a plus.
• Strategy. Experience and/or exposure to analytical tools such as SQL and the ability to think strategically, identify areas of opportunity and influence change across the Collections organization 
• Thought Process.  An insatiable appetite for operational excellence, knack for structured thinking, ability to spot unusual patterns, and sharp attention to detail. Project Management experience is a plus.
• Values.  Driven by a strong moral compass, is objective yet compassionate and does the right thing every time
• Discipline.  Excellent time management skills and ability to handle multiple projects/tasks simultaneously with a high level of autonomy.
• Communication. Exceptional customer communication skills are essential
• Attitude.  Goal-oriented, positive, and proactive.  Comfortable in a fast-paced, operationally focused and results-oriented work environment. Willingness to lead by example and take on operational needs and collections cases
• Background.  HS diploma or equivalent. Bachelors or higher is preferred.