Digital Collections Default Risk Product Strategist - Payment Services (consumer & Small Business)

Digital Collections Default Risk Product Strategist

At U.S. Bank, we're on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

SUMMARY: U.S. Bank is seeking a highly effective and dynamic Digital Collections Default Risk Product Strategist responsible for the strategic development, execution, and continuous optimization of digital engagement strategies within the collections space with a strong emphasis on recovery-web experiences. This role is critical in driving customer traffic to digital collections platforms, minimizing abandonment, and maximizing payment and settlement outcomes.

RESPONSIBILITIES:

• Digital Strategy & Execution: Design and implement digital collections engagement strategies focused on Recovery web experiences.
• Drive traffic to digital platforms and optimize user flows to improve conversion rates.
• Collaborate with internal technology teams and external vendor partners to ensure seamless execution and delivery.
• Performance Management & Optimization: Monitor and analyze performance metrics to identify trends and opportunities for improvement.
• Conduct testing and experimentation to enhance digital collections effectiveness.
• Provide insights into customer behavior and recommend enhancements to the digital experience.
• Email & Offer Strategy: Manage rules and criteria for generating program offers.
• Oversee the execution of Recovery email campaigns in partnership with the email channel owner.
• Live Chat Strategy: Develop and support strategies for live chat engagement within the digital collections experience.
• Analyze performance and recommend improvements to enhance customer interaction and resolution rates.
• Project & Program Management: Lead and support the delivery of new digital features and capabilities.
• Organize and oversee the digital collections backlog to ensure prioritization and timely execution.
• Provide project management support across digital initiatives.
• Risk & Controls: Maintain control and exception reporting to ensure compliance and operational integrity.
• Partners with risk and compliance teams to ensure strategies align with regulatory and policy requirements.

BASIC QUALIFICATIONS:

• Seven to 10 years of applicable experience
• Applicable professional certifications
• Bachelor's degree or equivalent work experience

PREFERRED SKILLS/EXPERIENCE:

• Expert understanding of applicable laws, regulations, financial services, and regulatory trends that impact their assigned line of business
• Strong process facilitation and project management skills
• Strong presentation, relationship building and negotiation skills
• Well-developed analytical skills
• Effective oral and written communication skills
• Proficient computer navigation skills, particularly word processing, spreadsheet, databases, and presentations
• Experience with tools like SQL, SAS, Tableau, or Power BI
• Familiarity with comparative testing (A/B) methodology for process optimization
• Aware of importance of good web design (or at least a desire to learn more)
• Understanding of ADA compliance to ensure broad inclusion in digital experiences
• Base understanding of FDCPA, UDAAP, TCPA, and other relevant regulations impacting digital collections
• Experience preparing and maintaining documentation for internal audits or regulatory reviews
• Skilled in translating business questions and objectives into platform requirements / features and user stories
• Experience in the financial services industry, Default Management specifically as a plus
• Strong communication skills to lead and influence cross-functional and supporting teams

This position offers a hybrid/flexible schedule which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days. If there's anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

BENEFITS: Our approach to benefits and total rewards considers our team members' whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

E-VERIFY: U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $105,400.00 - $124,000.00

U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures. Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

Posting may be closed earlier due to high volume of applicants.