Director, Payment Servicing and Collections

At Wisetack, we’re building financially responsible consumer lending products that help service-based businesses thrive.

Wisetack is a well-funded growing startup founded in 2018 with a leadership team that comes from Lending Club, Affirm, Varo Money and other top FinTech companies. We’re backed by leading VCs, including Insight Partners, Greylock, and Bain Capital Ventures, (investors in Airbnb, LinkedIn, Instagram, Dropbox, and many more).

We raised a $45M Series B and have invested in our people and technology while growing our partnerships. We grew 10x in 2021, and exceeded the goal of growing 4x in 2022. This is a fun stage in any company's lifecycle where we've got the core foundation built, a healthy growth rate, and a clear path to success, but you'd still be joining early enough to help shape the future of the company. 

Most recently, we were recognized as the Best Consumer Lending Solution by Finovate Awards and have been selected by LendIt as a 2022 winner in the Best Emerging Lending Platform category for their Fintech Industry Awards. The external recognition is great, but we're equally — if not more — happy with the recognition from our customers. Our current NPS rating is a sky-high 78 (industry average hovers around the 40s or 50s, depending on who you ask). We're proud that we're building a product that customers love as well as being recognized as a Great Place to Work by our team members.

We are looking for a highly motivated Director to lead our payment servicing and collections function. This individual will define, create, and lead the implementation and execution of new servicing and collection strategies that will elevate our collection effectiveness. The ideal candidate is data-driven and highly skilled with collection techniques, processes, technologies, and regulations. This candidate will also have a track record of managing on-shore and near-shore servicing teams to perform general payment servicing, early and late-stage collections, and work with third-party debt buyers for post charge-off accounts. 

• Shape the strategy and lay out the roadmap to achieve delinquency and loss goals while ensuring an optimal customer experience.
• Manage the BPO relationship and drive optimal performance from the on-shore and near-shore BPO support teams.
• Develop a multi-channel strategic collection framework for pre-collection, early-stage, and late-stage collections.
• Consistently monitor and improve collection workflows across all contact channels (voice, email, SMS, chat) to maximize collection performance.
• Monitor and analyze collections performance metrics and develop action plans to improve collection performance
• Provide delinquency and charge-off insights and trends to the risk team to help with the underwriting process.  
• Continue to develop and refine the back-office process to ensure compliance and effectiveness.  
• Consistently evaluate new tools and processes to increase efficiencies, such as implementing self-service tools and contact automation systems.
• Understand operational efficiency requirements and strive to improve them constantly.
• Proven ability to work cross-functionally and build relationships at all levels of a company
• Ability to multi-task and work in a fast-paced environment that is constantly changing; able to be flexible and respond to evolving business priorities. 

• 8 + years of collections experience in the consumer lending and credit card space
• 3+ years of experience in a leadership role; including managing, coaching, and developing staff in a service operation
• Extensive knowledge of collection techniques (dialer strategy, collection negotiation, collection tools, etc.) and regulations (FDCPA, Reg F, SCRA, etc.)
• Knowledge of call center tools and technology to manage KPIs, SLA, and collection effectiveness.  
• Must be proficient with dialer, IVR, and workforce management tools. 
• Strong experience with Excel and ability to create pivot tables, charts, and effective formulas
• Excellent analytical and problem-solving skills combined with strong business judgment and an ability to present analysis in a clear and compelling manner.

The range of base salary for the position is between $154,000 - $200,000, plus equity, and benefits. Please note that the base salary range is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level and competencies.

Spend a little time on our About Us page researching our team and our values, and check out our Press page and our blog for more background on what we do. If you think this might be a fit, we’d love to hear from you!