Collections 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 100,000 businesses nationwide.

We are seeking someone who is highly motivated to help build a robust collection’s program to address exposure to Gusto. This arises when a customer has been unable to fulfill a payment that has already been credited. As a Collection Strategist you will be a part of the Risk Operations team, protecting Gusto from financial loss while delivering a world class customer experience and strategizing for future growth of the company. 

Risk is a core foundational platform at Gusto and the team is a key stakeholder in company strategy. We currently process more than $100bn of payroll annually and with significant growth in customer base and expansion in product offering are constantly adapting to do so in a safe and sustainable way. We are a small, close, fun group that works hard and laughs a lot. No egos here — we collaborate and help each other out in a positive environment.

What it is like to Work with Gusto

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
• Work closely with key stakeholders.  Work cross-functionally with internal teams, our customers, and external partners

Here's what we're looking for:

• Experience. 2-5 years of experience in the Small Business or Payments Collections field. Bonus points for SQL, Salesforce development knowledge and/or skip tracing experience.
• Strategy. 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, project management, ability to spot unusual patterns, and sharp attention to detail
• 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.  Is extremely process and policy oriented
• 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

Our cash compensation amount for this role is targeted at $77,000 - $96,000 in Denver & most remote locations, and $94,000 - $116,000 for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home with us.

Our company is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Our company considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [email protected].