Senior Manager, Collections & Recoveries

Job Description

Mission Lane is revolutionizing access to financial tools to pave a clear way forward for millions of Americans on the path to financial success. We strive to create solutions no one ever has before, to redefine the financial industry for the better. Sound like a mission you could get behind?

We're looking for an experienced call center leader with data-driven problem solving skills and a thirst for learning, growth and improvement to join our Customer Operations Team as the Senior Manager of Collections and Recoveries.

This is a unique opportunity to lead at a company that's on the verge of becoming the household name in financial products for the 50% of Americans who are not served by traditional financial institutions.

The impact you'll make:

You'll drive forward our mission of financial inclusion by leading our Collections and Recoveries teams of inbound and outbound phone associates to help customers who have fallen behind get back on track. In this role, you'll optimize Collections and Recoveries operations with a goal of minimizing delinquencies, maximizing recoveries, and providing a brand-defining customer experience while ensuring compliance with regulatory requirements and company policies.

You'll have a team of front-line managers reporting to you and will partner with teams that support your operations, such as Knowledge Management and Training.

As the Senior Manager of Collections and Recoveries, you will:

Run the business - move the needle on all of our critical call center performance metrics, including various effectiveness and conversion metrics, various efficiency metrics, customer satisfaction, and associate satisfaction

Improve the business - envision, develop and lead programs and initiatives that drive continuous improvement across your organization and function

Be a customer advocate

Adapt the Collections & Recoveries operations organization to meet the changing needs of our customers and business

Be both strategic and tactical - see the big picture while sweating the details - often all within the same discussion

Engage, motivate, and excite a direct team of 80+ while effectively collaborating across the broader Mission Lane organization

Foster an environment of rigor and discipline, while building on the Mission Lane culture of fun and camaraderie that supports our frontline associates

Hone our associate recruiting, training and career pathing philosophies

Identify and develop our next set of leaders and star performers

You'll thrive in this role if:

You've got a demonstrable "been there, done that" set of call center experiences and results.

You've got 8+ years of call center leadership and management experience, with both internal and external teams.

You're deeply familiar with Collections laws, regulations, and industry best practices.

You have data driven problem solving skills, to identify and drive business and process improvement.

Your people leadership and followership skills are exceptional.

You have strong communication skills - up, down, across, internal, and external.

You can pivot and change directions quickly. We're scrappy, growing like crazy, constantly moving and innovating.

You'll get bonus points for:

MBA or similar advanced degree

PMP or similar professional certificate

Process certifications (and practical application)

Financial services experience - credit card experience is a double bonus!

Compensation:

Target base salary: $110,000 - $128,000

Additional compensation in the form(s) of participation in our annual incentive program and equity are dependent on role. Pay is based on factors such as work experience, education, certification(s), training, skills, and competencies related to the role. Mission Lane also offers a comprehensive benefits plan, which includes unlimited paid time off, 401(k) match, a monthly wellness stipend, health/ dental/ vision insurance options, disability coverage, paid parental leave, flexible spending account (for childcare and healthcare), life insurance, and a remote-friendly work environment.

About Mission Lane:

Founded in December 2018, Mission Lane is based in the U.S., with headquarters in Richmond, Virginia.

It all started with a realization: nearly fifty percent of the adult population in the U.S. doesn't have access to a clear line of credit. And by "clear" we mean credit without crazy fees that only increase debt. Most traditional credit card companies either overlook or overcharge this group because they have less-than-prime credit scores or no score at all. We decided this just wouldn't do.

We leverage advanced technology, data analytics, and machine learning to provide a dignified customer experience. In the last five years, we've served over three million customers while becoming profitable and consistently earning industry-leading customer Net Promoter Scores and strong financial returns on capital.

We understand that everyone doesn't have the same opportunities. We also know that everyone joins us at different stages of their financial journeys. We get it - life happens. That's why Mission Lane is hard at work paving a better way forward.

Interested in learning more? Check out The Mission Lane Junction for articles on culture, credit, and community, and The Mission Lane Newsroom for media mentions.

Mission Lane is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law.

Mission Lane provides reasonable accommodations to applicants who need them for medical or religious reasons, as required by law. Applicants can initiate an accommodation request by contacting .

Mission Lane is not sponsoring new applicant employment authorization and please, no third-party recruiters.

Each Laner is responsible for keeping Mission Lane informed of their primary work location within the United States. Changes to a Laner's work location may result in changes to certain benefits based on local policies and requirements. If a Laner desires to move to an approved state within the US, we ask that they notify People Operations at least 30 days prior to moving, so we can ensure appropriate setup takes place.