Head of Installment Loan, Servicing Strategy
Avant is a high growth financial technology company, dedicated to lowering the barriers of borrowing for all consumers. Since 2012, Avant has secured more than $4 billion in funding and connected customers to over $5 billion through 800,000 transactions and counting. Through big data and machine learning, Avant’s mission is to provide better access to responsible financial products. Avant has been featured in The Wall Street Journal, The New York Times, TechCrunch, Fortune, Bloomberg, and has raised over $600 million of equity capital. Visit www.avant.com, for more information.
We are looking for a highly effective and innovative professional to lead Servicing Strategy for our flagship installment loan business. This role will serve as the primary liaison between the Product team and Servicing organization. Responsibilities range from using customer insight driven strategies to drive adoption and usage of Avant platforms including – website, mobile application, and electronic payments - to defining the policies and procedures for how we service our loan customers .
What you do at Avant:
- You will be part of a smart, talented team responsible for transforming the customer servicing experiences.
- You will play a pivotal role in driving customer retention, improving customer self-service capabilities and expanding the depth and breadth of customer relationship / engagement.
- You will regularly integrate and influence multiple groups in developing strategic capabilities and executing sustainable customer experiences.
- You will educate and gain buy-in from key stakeholders to ensure our technology and processes deliver desired business results and exceptional customer service.
- You will own high impact transformation initiatives and change management contributing to improved customer sentiment and NPS scores.
- You will drive efficient, scalable business processes, optimizing the use of technology, maintain an effective control environment, and measuring performance.
What you might own at Avant
- Policies and procedures related to installment loan servicing.
- Cross functional projects to develop new servicing capabilities or remediate known issues on the servicing platform.
- Analyze Servicing policies and recommend procedural changes based on potential risk or gaps.
- Oversee the design and development of servicing reporting infrastructure and monthly reports.
- Monitor servicing program results along with recommendations and path for improvement.
Why you are a fit for Avant:
- Bachelor’s Degree 3-5 years experience in loan servicing with experience in loan servicing areas (customer service, default/foreclosure, escrow, payment processing/payoff, investor reporting).
- A customer-first mindset and understanding of customer behavior.
- Strategic thinker who is equally comfortable with rolling up sleeves to execute programs.
- Strong financial acumen and understanding of portfolio dynamics and drivers.
- Focused on leveraging technology to improve efficiency and deliver an exceptional customer experience.
- Strong attention to detail.
- Ability to interface with multiple users across the organization and completing requests accurately and timely.
- Basic understanding of SQL, advanced knowledge is a plus!
Why Avant is a fit for you:
At Avant, we believe our values make a difference:
We value, support, and help each other grow
We are committed to active inclusion and diversity
We are transparent and believe the best idea wins
We succeed when our customers succeed
We get sh!t done… responsibly
And we keep it fun!
We believe that ideas are more important than titles, everything is more fun together, everyone drives change, and everyone is an owner. While we believe the perks and benefits that we offer are terrific, nothing excites us more than having the ability to collaborate with intelligent, highly-motivated and talented people on challenging problems as we work to change the face of online lending.