Collections

• Leads the design, deployment, optimization, and governance of predictive decisioning strategies supporting outbound collections operations
• Develops, validates, deploys, and optimizes predictive models supporting collections segmentation, prioritization, and treatment strategies
• Operationalizes machine learning and statistical models directly within collections and decisioning platforms
• Translates model outputs into executable decision logic, workflows, thresholds, routing rules, and contact strategies
• Monitors production model performance and recalibrates strategies based on drift, operational outcomes, regulatory changes, and portfolio behavior
• Designs and manages customer segmentation strategies aligned to delinquency stage, risk tiers, roll rates, payment behavior, and customer engagement patterns
• Defines and governs outbound contact policies, including channel prioritization, cadence strategies, suppression logic, quiet hours, and contact frequency limits
• Leads A/B and multivariate testing initiatives across messaging, channel mix, pacing, cadence, and strategy execution
• Partners with Dialer Operations and Workforce Management teams to optimize list generation, routing, pacing, penetration rates, and operational efficiency
• Develops and maintains executive-level reporting and dashboards measuring RPC, PTP, liquidation rates, cures, roll rates, recovery performance, and operational KPIs
• Maintains model governance documentation, change management controls, validation standards, audit readiness, and regulatory compliance support
• Collaborates cross-functionally with Compliance, Legal, Technology, Data Engineering, and Operations teams to ensure decision strategies remain compliant, scalable, and operationally effective
• Evaluates emerging technologies, decisioning capabilities, and analytics methodologies to continuously improve collections performance and customer outcomes.

Director, Collections Decision Science – Strategy

• Own the proactive email engagement strategy across delinquency and charge off stages, including content, cadence, targeting, sequencing, and channel integration as applicable.
• Define customer journeys by segment, including tone and offer structure, and drive test and learn to improve outcomes.
• Manage end to end execution of manual email campaigns, from account selection through deployment, evaluation, and optimization.
• Own the dynamic email template ecosystem, ensuring templates, variables, and eligibility logic work together correctly across products and stages.
• Maintain and validate the configuration tables that drive dynamic email processing and eligibility, including toggles and criteria tables used to enable processing and determine which templates are applied.
• Manage dynamic template mappings and variable population logic, including nested variable structures.
• Analyze campaign performance, interpret customer behavior insights, and recommend changes to improve funnel outcomes and digital engagement.
• Develop standardized reporting and KPIs for email execution and outcomes, supporting control reporting and audit readiness.
• Prepare executive summaries and updates for leadership, including clear articulation of in flight initiatives and outcome impacts.
• Own the content testing roadmap for dynamic collection email templates and execute structured A/B testing plans.
• Manage vendor and technology partner delivery for email strategy execution, ensuring timelines, handoffs, and deliverables are met, and monitoring all parties involved to ensure flawless execution.
• Define and optimize internal and external processes, including documentation of existing processes and upkeep activities as part of a sustainable BAU operating model.
• Partner with cross functional teams to design and execute a holistic orchestration and Next Best Action strategy that integrates digital and agent-based outreach.

Email Strategy Leader – Pre & Post Charge Digital Collections

• Lead enhancement of business processes to mitigate fraud risk
• Produce reporting and analysis to evaluate operational initiatives
• Develop and maintain operational reports, dashboards, and reporting tools
• Partner closely with Senior Specialists and operational leaders for root-cause analysis

Analyst 3, Credit & Collections – Fraud

• Coordinates and facilitates patient billing and collection activities
• Researching and holding payers accountable
• Resolving outstanding issues with insurance payers
• Builds strong working relationships with assigned business units
• Responds to incoming calls and makes outbound calls to resolve billing issues
• Works independently under general supervision

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Director, Collections Decision Science – Strategy

Email Strategy Leader – Pre & Post Charge Digital Collections

Analyst 3, Credit & Collections – Fraud

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