Manager, Member Recovery
About The Position
Happen Bank (formerly LendingClub) is built around a simple purpose: to clear the way to help people turn intention into action, and action into financial progress. That means offering focused products, a frictionless mobile-first experience, and clear terms with no gotchas. Respect and fairness is part of our DNA, and that ideal shapes how we work, how we treat each other, and how we invest in our employees and our community. Join us in using data, bold thinking, and a commitment to innovation to help clear the way for millions of Americans to achieve more. Here at Happen Bank, we take pride in helping our customers through our ethos of service: MOVE. As leaders in the market, we seek individuals who are excited about their career, inspired by our vision and embody our values. In this role, you’ll have the opportunity to empower our frontline by helping them provide best in class service through three simple principles: “Build a Relationship, Make it Easy, and Think Ahead”. We are looking for an experienced person who can simultaneously think strategically about collections activities across key internal functions, while also inspiring business performance and strategic execution at a team and associate level. This is a management role with several direct reports who in turn lead teams of 10-15 Associates.
Requirements
- 5-10 years of experience in a leadership role of progressive responsibility
- Deep experience in collections on both strategic and operational levels; staff management preferred
- Experience managing in a highly regulated line of business while adhering to legal/regulatory framework governing collections activities including TCPA, FDCPA, and UDAAP
- Experience defining and implementing metrics and/or adjusting current metrics based on business demands/needs
- A professional, helpful, and friendly attitude coupled with the ability to listen, teach, and elicit information efficiently - we work in a team-oriented environment
- A strong problem solver and collaborator with an interest in making the business better for customers and team members
- Ability to work effectively and efficiently across multiple org levels.
- Excellent writing, email, phone and organization skills
- Strong verbal communication skills coupled with strong computer skills (Excel and Tableau experience is a plus)
- BS/BA degree, MBA preferred
Nice To Haves
- staff management preferred
- Excel and Tableau experience is a plus
- MBA preferred
Responsibilities
- Manage the performance of Member Recovery staff performing collections in a pre-charge environment in multiple contact channels (phones, chat, text)
- Work with internal partners to execute new collections strategies to drive efficiency and effectiveness for our consumer loans business
- Simultaneously inspiring team performance, developing your leaders and driving legal/regulatory adherence for our collections team
- Work closely with Legal, Compliance, Audit, and other partners to lead initiatives resulting from the changing regulatory environment and/or audit needs
- Consult on other strategic initiatives as required by the business
- Over the longer term, the scope of this role will expand to support multiple business units and product lines
Benefits
- medical, dental and vision plans for employees and their families
- 401(k) match
- health and wellness programs
- flexible time off policies for salaried employees
- up to 16 weeks paid parental leave
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What This Job Offers
Job Type
Full-time
Career Level
Manager
