VP, Collections Digital & Mail Contact Strategy Leader
Not Disclosed•Full-TimeHybrid
location_onMagnolia Trail, Rogers, Benton County, Arkansas, 72758, United States
About the Role
As the VP of Collections Digital and Letter Contact Strategy, you will lead the development and optimization of data-driven contact strategies for Synchrony's digital channels (mobile app, email, text) and letter communications. This role is pivotal in maximizing collections performance while ensuring strict regulatory compliance and operational risk management. You will oversee a global team of three strategy analysts, leveraging advanced analytics and deep domain expertise to drive superior business outcomes.
You will partner closely with Collections & Recovery Strategy, Operations, Growth, IT, Finance, and second-line defense teams (including Legal, Compliance, and Fair Lending) to deliver top-tier results. Your day-to-day involves mapping customer journeys for written communications, championing next-generation technologies like RCS and "Text to Pay," and utilizing generative AI to personalize customer interactions and enhance predictive analytics.
Our Culture and Commitment
At Synchrony, we are building an inclusive culture where individual skills, experience, and voices are not only heard but valued. We are committed to creating a future where everyone can belong, connect, and turn ideals into action. More than 50% of our workforce participates in Employee Resource Groups (ERGs), fostering a safe space for community, passion, and growth.
We are proud to have an award-winning culture and ensure that all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Our Way of Working
We offer flexibility in how you work. You will have the option to work from home near one of our Hubs or come into one of our offices. You are required to commute to your nearest Hub (virtual or physical) for in-person engagement activities such as regular business or team meetings, training, and culture events.
Application and Hiring Process
To apply, please submit your resume through our career portal. We require legal authorization to work in the U.S. for this position and will not sponsor individuals for employment visas. The onboarding process includes a drug test, background investigation, and fingerprint submission.
If you require a reasonable accommodation to apply for a job or to perform your job duties, please contact our Career Support Line at 1-866-301-5627 (available 8am – 5pm Monday to Friday, Central Standard Time). Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities.
Work location
Work model: Hybrid
Magnolia Trail, Rogers, Benton County, Arkansas, 72758, United States
Rogers, Arkansas
Key Responsibilities
- check_circleUtilize generative AI and predictive analytics to personalize customer communications
- check_circleManage automation and process excellence initiatives to enhance operational efficiency
- check_circleLead development and optimization of collections contact strategies for digital and letter channels
- check_circleAnalyze customer journeys to refine written communications and improve engagement
- check_circlePartner with Compliance and Legal to assess regulatory gaps and implement necessary changes
- check_circleDrive adoption of next-generation communication technologies including mobile apps and RCS
- check_circleLead support for regulatory exams, audits, and reviews regarding policies and strategies
- check_circleOversee testing, rollout, and monitoring of contact strategies for diverse customer sub-populations
Requirements
- verifiedBachelor's degree with 8+ years strategy/analytics/credit risk experience or 12+ years without degree
- verified3+ years direct people management experience
- verifiedAdvanced proficiency with SAS, SQL, Python/R
- verifiedAbility and flexibility to travel for business
- verifiedMust be 18 years or older
- verifiedHigh school diploma or equivalent
- verifiedLegal authorization to work in the U.S.
- verifiedMust be able to satisfy Section 19 of the Federal Deposit Insurance Act
Nice to Have
Master's degree in Business administration or quantitative field. Collections and/or Recovery strategy experience in consumer lending (ideally credit card) industry. Experience developing collections contact strategies, including email creatives, text messages, letters and/or statement messages. Experience managing geographically dispersed teams, including offshore employees. Experience interacting with regulators, auditors and second line of defense teams.
Benefits & Perks
check_circleFlexible work options including remote work near Hubs or office-based work
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Skills, education and keywords
Skills: Sas, SQL, Python, R, Microsoft Office, Word, Excel, Powerpoint, Outlook, Generative Ai.
Education: Bachelor's degree required with 8+ years experience, or 12+ years without degree; Master's degree in Business administration or quantitative field preferred; High school diploma or equivalent required for eligibility.
Frequently asked questions about VP, Collections Digital & Mail Contact Strategy Leader at Synchrony
What does a VP, Collections Digital & Mail Contact Strategy Leader at Synchrony do?expand_more
In this VP, Collections Digital & Mail Contact Strategy Leader at Synchrony role, you will utilize generative ai and predictive analytics to personalize customer communications; manage automation and process excellence initiatives to enhance operational efficiency; lead development and optimization of collections contact strategies for digital and letter channels; and analyze customer journeys to refine written communications and improve engagement.
What are the requirements for this VP, Collections Digital & Mail Contact Strategy Leader role?expand_more
Synchrony is looking for candidates who meet the following requirements: Bachelor's degree with 8+ years strategy/analytics/credit risk experience or 12+ years without degree; 3+ years direct people management experience; Advanced proficiency with SAS, SQL, Python/R; Ability and flexibility to travel for business; Must be 18 years or older; and High school diploma or equivalent.
Where is the VP, Collections Digital & Mail Contact Strategy Leader role at Synchrony located?expand_more
VP, Collections Digital & Mail Contact Strategy Leader at Synchrony is based in Magnolia Trail, Rogers, Benton County, Arkansas, 72758, United States. This is a hybrid role.
Is this VP, Collections Digital & Mail Contact Strategy Leader job remote, hybrid, or on-site?expand_more
Synchrony has listed this VP, Collections Digital & Mail Contact Strategy Leader role as hybrid.
How much experience is required for this VP, Collections Digital & Mail Contact Strategy Leader role?expand_more
VP, Collections Digital & Mail Contact Strategy Leader at Synchrony typically requires 8+ years of relevant experience at the executive level.
What skills do you need for the VP, Collections Digital & Mail Contact Strategy Leader role at Synchrony?expand_more
Key skills for VP, Collections Digital & Mail Contact Strategy Leader at Synchrony include Sas; SQL; Python; R; Microsoft Office; Word; Excel; and Powerpoint.
What education is required for VP, Collections Digital & Mail Contact Strategy Leader at Synchrony?expand_more
Educational requirements for this role: Bachelor's degree required with 8+ years experience, or 12+ years without degree; Master's degree in Business administration or quantitative field preferred; and High school diploma or equivalent required for eligibility.
What category does the VP, Collections Digital & Mail Contact Strategy Leader role belong to?expand_more
VP, Collections Digital & Mail Contact Strategy Leader at Synchrony is part of the accounting & finance job category on Recrutus.