AVP, Collections Strategy Delivery Projects and Support

Job Description:

Role Summary/Purpose:

The AVP Collections Strategy Delivery Projects and Support role is responsible for the analysis and monitoring of collection strategy queuing, focusing on volume trends and account level anomalies which ensures desired collection volume flow. This individual must be governance minded with the ability to manage multiple critical processes ensuring adherence to attached Compliance CTCs.  This individual will provide support implementation and testing support for MICN releases and New Client/New Product Integrations projects. 

Our Way of Working

We’re proud to offer you choice and flexibility. At Synchrony, our way of working allows you to have the option to work from home, near one of our Hubs or come into one of our offices. Occasionally you may be required to commute to our nearest office for in person engagement activities such as business or team meetings, training and culture events.

Essential Responsibilities:

• Inspire, Lead, Coach, Develop a small Sr. Specialist team while driving high performance & Great Place to Work initiative

• Perform  postproduction validation audits to ensure appropriate coding and routing of accounts, utilizing Tableau, Business Objects and SAS (to validate coding change accuracy for NCIs and, as needed, strategy change implementations

• Provide backup support of the FISERV systemic processes (Aged Charge-Off, Account Closure,  & Statement Messaging)

• Account level research for understanding of Collection processing utilizing FISERV green screen, Rules and/or Experian Strategy Manager

• Partner with Collection Strategy Development team and Collection Operations to determine NCI strategy implementation, dialer requirements and all other queuing necessities related to new client launch

• Provide audit support, managing multiple critical processes such as: Charge off, Right to Cure, Global Exclusion and Rules driven Collection Statement Messages ensuring processes remain compliant

• Manage queue performance, including trends, collection strategy results, exception report results and develop/implement corrective action plans, as needed.

• Strong communication and presentation skills

• Provide regular progress and performance updates as necessary to VP Collections Strategy Delivery leadership team.

• Partner with appropriate resources in collections operations, outsourcing, strategy risk and other key stakeholders to ensure timely implementation of NCI/NPI projects.

• Ability to lead and manage projects to completion, especially managing multiple projects and initiatives simultaneously

• Ability to create data warehouse reporting and ad hoc queries via SAS for post production validations and support queue management and analysis

• Lead and participate in other duties and/or special projects as assigned.

Qualifications/Requirements:

• Bachelor’s degree with a minimum of 2 years’ experience in a financial services collections, operations, or customer service setting or; in lieu of a degree, minimum of 6 years’ experience financial services collections, operations, or customer service setting.

• Minimum of 1.5 years supervisory or management experience.

• 3+ years demonstrated ability to use Microsoft business tools (MS Excel, MS Word, MS PowerPoint) 

• 3+ years of experience with FD Green screens

• 3+ years of experience with FISERV/FD Rules including M cycle testing region

• 2+ years of analytical and decision-making experience

• Synchrony data warehouse and SQL based reporting tool experience, i.e. proficient SAS skills

• Proven ability to lead and manage multiple projects though to completion with minimal supervision

• Demonstrated ability to work with and effectively communicate to leadership, non-exempt team members and cross functionally

• Must be able to travel and provide weekend support for client conversions

Desired Characteristics:

• 2+ years of experience with Strategy Implementation processes and queuing within FDR/FISERV or comparable platform

• Content Navigator, statement and letter validations experience

• Experience with design, test and control environments that process a large amount of data

• Product Control Function (PCF) experience/knowledge

• Jira and SharePoint knowledge

• Have, at minimum, a working knowledge of GECom, Allegro, Vision+ platforms

• Understanding of financial analysis (i.e., profit calculations, ROI, and cost/benefit analysis)

Grade/Level: 11

The salary range for this position is 90,000.00 - 155,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance.

Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.

Salaries are adjusted according to market in CA, NY Metro and Seattle.

Eligibility Requirements:

• You must be 18 years or older

• You must have a high school diploma or equivalent

• You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process

• You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.

• New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles.  Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles.  Employees, level 8 or greater, must have at least 18 months’ time in position before they can post.  All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).

Legal authorization to work in the U.S. is required.  We will not sponsor individuals for employment visas, now or in the future, for this job opening. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. 

Our Commitment:

When you join us, you’ll be part of a diverse, inclusive culture where your skills, experience, and voice are not only heard—but valued. We celebrate the differences in all of us and believe that our individual, unique perspectives is what makes Synchrony truly a great place to work. Together, we’re building a future where we can all belong, connect and turn ideals into action. Through the power of our 8 Diversity Networks+, with more than 60% of our workforce engaged, you’ll find community to connect with an opportunity to go beyond your passions.

This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.

Reasonable Accommodation Notice:

• Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

• If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627.   Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time

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