Director (Collections Analytics & Insights), Collections Strategy

CardWorks Servicing ("CWS") is one of the largest privately-held provider of outsourcing services for bankcard-related products to banks and non-bank lenders in North America. CWS offers management expertise across the credit spectrum and supports both MasterCard and Visa accounts as well as a variety of private label debit, credit, stored value, and customer bankcards.

Position Summary:

CardWorks is a consumer finance lender and servicer, and a people-centric, compliance-focused organization enabled by data and technology. At CardWorks, our mission is to provide customized and compliant servicing and asset management to our clients to produce their desired end-customer experience.

As Director, Collections Analytics & Insights, you will join the Collections Operations team, playing a critical leadership role in deepening analytical insights and measuring desired results that support and drive critical collections strategy decisions.

Essential Functions:

• Own, design, maintain, validate and refine collections operations measurement in collaboration with Ops BU leaders, Strategy and Technology
• Define best practices and lead the cadence and outputs for the Collections analytics roadmap and associated planning
• Document and maintain planning parameters, variables, drivers, assumptions, data sources, queries, and logic/algorithms for models
• Report and monitor trends of key performance drivers (e.g., volume, segmentation, payment) and productivity KPIs (e.g., production per FTE, unit cost)
• Structure and conduct ongoing analyses and “what-if” scenarios, and make recommendations to optimize service level, operational efficiency, customer and agent experience
• Prepare monthly, quarterly, and annual performance forecast vs. budget variance summary and support other mgmt reporting needs on strategy and associated financial outcomes
• Present data and facilitate effective model interpretation and business decision-making
• Support collection strategy initiatives, e.g., BPO, agent, portfolio segmentation and technology measurement
• Support collections strategy analytics-related data initiatives to acquire, integrate, define and standardize higher-quality data from sources like DWH, telephony/contact center platforms and snowflake
• Streamline, automate and optimize workforce planning processes, inputs, and outputs with innovative tools and advanced statistical methodologies

Minimum Education and Experience:

• Bachelor’s Degree in engineering, analytics, quant or related field required, master’s degree preferred
• 7+ years of experience in credit card analytics, insights and optimization preferred
• 2+ years of experience in collections analytics in a financial services organization preferred

Summary of Qualifications:

• Advanced proficiency in PowerPoint, Excel, SQL/Python, Data Visualization (e.g., DOMO, PowerBI), Process Flow tools (e.g., LucidChart, VISIO), Project Management tools (e.g, JIRA), team collaboration tools (e.g., MS Teams) and SAS/Cloud data experience
• Working knowledge in advanced statistical methodology and modeling is highly preferred
• Knowledge of industry best practices and trends in collections strategy and associated analytics is preferred
• Solid understanding of core collections metrics, drivers, and related customer behaviors (in consumer lending/credit card service industry preferred)
• Superior problem-solving (both conceptual and analytical) skills with a strong ability to compile, analyze data, synthesize insights and make recommendations to a wide group of stakeholders
• Excellent leadership to challenge the status quo, facilitate changes and collaborate with cross-functional teams

We offer a total rewards package comprised of a competitive base rate of pay, variable pay incentive programs based on the role, and a comprehensive benefit suite. Offered rates of pay are determined based on job-related knowledge, relevant experience, skills, certifications, and geographic location. Our benefits offerings include medical, dental, vision, life insurance, 401(k) plan with company match, paid vacation time, sick time, as well as other benefits and programs to meet the needs of our employees. Further details will be shared during the interview or offer process, as appropriate and applicable.

We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic.  We will conduct a thorough background check for all hires in compliance with applicable law which includes (but may not be limited to) a review of factors including the applicant’s personal credit history, drug testing, and employment/personal references.