Collections Lead: Strategy & Operations

At Cardless, we’re building a credit card and loyalty platform that consumer businesses use to engage their customers. We’ve launched 14 credit cards, including for Alibaba and Qatar Airways. We help businesses bring imaginative card programs to life, and have pioneered technology to embed credit card features natively into their products.

We value curiosity, humility, and intensity — we move fast and take ownership. This is a place where a motivated, resourceful individual can have an enormous impact on our trajectory. We're headquartered in San Francisco, and have raised about $90M in equity funding from top venture capital firms and angels.

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We're looking for someone to lead our collections efforts as we scale our consumer credit card programs. Here's what you'll be expected to do:

Develop and Implement Collections Strategies

- Design end-to-end collections frameworks that leverage behavioral insights and advanced analytics

- Orchestrate the evolution from reactive collections to proactive customer engagement models

- Develop sophisticated segmentation methodologies that align intervention strategies with customer journey touchpoints

Build and Scale In-House Collections Capabilities

- Build our in-house collections infrastructure from foundation to scale, including talent acquisition, technology implementation, and process optimization

- Establish comprehensive performance management frameworks for third-party agency relationships

- Create seamless integration between internal and external collections capabilities

Leverage Technology and Analytics

Implement predictive modeling to identify pre-delinquency signals and optimize intervention timing

Deploy machine learning solutions that personalize outreach strategies based on customer communication preferences

Design real-time performance dashboards that enable agile strategy refinement

Optimize Collection Rates

- Develop omnichannel engagement strategies that transform collections interactions into relationship-building opportunities

- Create narrative frameworks that encourage collaborative problem-solving rather than confrontational collections approaches

- Design friction-reducing payment pathways that maximize both recovery rates and customer retention

Ensure Regulatory Compliance

- Architect robust compliance monitoring systems that ensure adherence to evolving regulatory requirements including:

- Fair Debt Collection Practices Act (FDCPA) communication and disclosure protocols

- Consumer Financial Protection Bureau (CFPB) Regulation F timing and contact frequency limitations

- Telephone Consumer Protection Act (TCPA) consent management for automated communications

- Fair Credit Reporting Act (FCRA) reporting accuracy standards

- Regulation V dispute resolution timelines and documentation requirements

- Develop training programs that embed compliance consciousness throughout collections operations

Create documentation frameworks that demonstrate regulatory diligence

• 6 years progressive leadership in consumer credit collections, with demonstrable success optimizing recovery metrics while maintaining customer relationships
• Proven track record building collections operations from conceptual design to scaled implementation
• Exceptional analytical capabilities, including proficiency with advanced data visualization tools and statistical analysis
• Demonstrated expertise managing external agency partnerships, including contract negotiation and performance optimization
• In-depth understanding of regulatory frameworks governing collections activities, particularly in consumer financial services
• Experience implementing technology solutions that enhance collections efficiency and effectiveness

Benefits

We're headquartered in San Francisco, CA, with a beautiful office in the Mission District. We're proud to offer our team excellent benefits:

💸 Meaningful Start-up equity

🏥 100% health, vision & dental primary coverage

➕ 75% health, vision & dental dependent coverage

🍱 Catered lunches

🚎 $250/month Commuter benefit

👶 Parental leave

✈️ Team building events & happy hours

🌴 Flexible PTO with a minimum of 15 days off per year

🖥️ Apple equipment

💸 401k plan

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Cardless employees are required to be fully vaccinated and boosted against COVID-19, and to provide proof of vaccination prior to their first day. Cardless is an equal opportunity employer, and we value a diverse and inclusive workplace. We do not discriminate on the basis of race, national origin, ethnicity, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other applicable legally protected characteristics.

Salary : $140,000 - $185,000