Manager/Sr. Manager: Servicing & Collections

Pipe

Pipe is the modern capital platform built to connect entrepreneurs and business owners to fast, frictionless, dilution-free financing. Pipe turns all forms of revenue into up-front working capital to help companies improve cash flow, scale operations, and grow on their terms.

The Role

This is a full-time, fully-remote position reporting directly to the CRO. This position will partner directly with Risk, Legal, and Product/ENgineering teams to build a robust Servicing and Collections operation. In this position you will be responsible for managing, setting strategy, and having operational oversight of account servicing activity for all borrowers. You will lead a growing group of individuals and vendors who focus on optimizing and innovating the Servicing & Collections function to deliver strong results in a rapidly growing Fintech. 

You are highly organized, creative, and motivated. You have vast experience with collections in SME lending and prior experience with merchant cash advance products would be a significant plus. You are knowledgeable in various federal regulations that affect our product and have had exposure working alongside third party collection agencies. Additionally, you have expertise in developing various standard operating procedures that include items such as hardship programs and borrower communication outreach while using technology to improve efficiency and effectiveness.

Key Responsibilities

• Develop, implement, and iterate standard operating procedures that deliver best-in-class collections results.
• Lead a team of individuals and vendors to service and collect on past due balances throughout the borrower lifecycle. 
• Design holistic strategies and offerings to assist borrowers who are experiencing. financial hardship. Ensure borrowers have access to the correct hardship or settlement program while maximizing recovery.
• Create and execute borrower outreach programs through various channels such as email, inbound/outbound calling, and SMS optimize returns.
• Manage selection and performance of all third party agencies and technology providers relating to Servicing & Collections. 
• Refine and monitor KPI’s to augment Servicing & Collection processes to ensure optimal efficiency.
• Interact with Pipe’s executive team to share performance, best practices, and trends. 

Qualifications

• 8+ years of combined, relevant, leadership experience in a Servicing & Collections function at a Fintech or financial institution.
• Prior experience in managing a collections operations function for SME product at a bank or fintech.
• Experience working with merchant cash advance and/or loan products, setting strategy, leading projects and an in-depth understanding of collection metrics.
• High EQ with direct experience managing and interacting with a variety of internal and external stakeholders in challenging and ambiguous circumstances.
• A self-starter mentality with the drive to continuously improve operations in an early-stage, high-growth company with limited historical data.

Compensation and Benefits

We want you to feel like an owner and that should be reflected in your salary and equity.

• The best equipment: if you want it, and it helps you do your job, we'll provide it. Computers, monitors, desks, chairs, headphones, speakers, microphones, webcams, keyboards, mice, etc.
• A good work-life balance: we do our best work when we regularly can step away from it and live our lives.
• Flexible vacation and work hours. We don't adopt conventional work practices that are meaningless for the type of work we do.
• Parental leave for anyone who is growing their family, regardless of gender.
• Very good health, dental, and vision insurance.
• Great colleagues: we value a culture of authenticity, humility, and excellence. We want you to make a footprint on our culture.