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Synchrony AVP, Collections Contact Strategy in PHOENIX, Arizona

Job Description:

Role Summary/Purpose:

The AVP, Collections Contact Strategy will be responsible to develop, deliver, and manage collections strategies across traditional and alternative contact channels including email, SMS / text, phone, letter and statement message channels. The AVP will apply his/her expertise in statistical testing, advanced analytics, and predictive modeling to optimize collections strategies and mitigate losses. The AVP is expected to be a thought leader in the team, asking questions, challenging conventional wisdom, and proposing ideas to test new strategies. The AVP initiates and leads these projects, working closely with stakeholders across the broader organization throughout the process.

We’re proud to offer you flexibility! This position is eligible to work remote, where you will work from home, and may require you to occasionally commute to one of our hubs for in person engagement activities such as team meetings, training and culture events. Remote candidates will be considered who live near any Synchrony hub including: Alpharetta, GA, Chicago, IL, Costa Mesa, CA, Stamford, CT, New York, NY, Altamonte Springs, FL, Charlotte, NC, Dayton, OH, St. Paul, MN or Phoenix, AZ.

Essential Responsibilities:

  • Develop collections contact strategies and segmentations for a company with $75-80B in receivables and $3-4B in annual net charge-offs (NCO); role includes developing strategies for all businesses, clients and products.

  • Lead champion-challenger testing including hypothesis generation, data analysis, test design, statistical testing (to ensure test and controls cells are not statistically different) and performance reads.

  • Obtained all required approvals for strategy changes and creatives, including Collections Strategy Working Group, Collections Legal / Compliance / Fair Lending Tollgate and Collections Business Change Control Tollgate.

  • Develop new strategies/decision-tree segmentations using CHAID / CART and other advanced techniques; includes acquiring and manipulating data, defining target variable, developing strategies / segmentations, optimization, completing in-time and out-of-time time validations, completing required documentation, and obtaining required approvals.

  • Partner with Collections Strategy Delivery, Process teams, and Operations to ensure strategies are implemented correctly; requires assessing post-implementation execution and performance and proposing adjustments when necessary

  • Partner with Collections Client Managers to obtain required client approvals (for example, contractually required client approvals for written communications)

  • Support new client integrations (NCIs) and new product integrations (NPIs), as needed

  • Co-lead or support cross-functional project teams to address strategy and performance impacts

  • Ensure strategy documentation is comprehensive, accurate and up to date (i.e., audit ready)

  • Complete regular reviews of strategies with Legal, Compliance, and Fair Lending to ensure strategies comply with applicable laws, regulations, and company policies.

  • Complete targeted competitive benchmarking to understand other credit card issuers’ contact strategies and identify opportunities

  • Participate in ad-hoc projects and analyses, as needed

  • Perform other duties and/or special projects as assigned


  • Bachelor's degree in a quantitative field with 5+ years of experience in strategy, advanced analytics, and/or credit risk management; in lieu of degree, a minimum of 8 years of experience in advanced analytics

  • 5+ years of experience using SAS or R; equal experience with SQL

  • 5+ year of experience in executing statistical tests, including but not limited to t-tests, chi-squared tests for independence, and analysis of variance; must be expert at interpreting, documenting, and communicating results to a broad spectrum of stakeholders

  • 7+ years of experience with strategy analytics, including leading champion vs. challenger testing from start to finish and developing CHAID segmentations

  • If SAS, 3+ years of experience with Enterprise Guide and/or Enterprise Miner

  • If R, 3+ years of experience with advanced data manipulation packages like dplyr and tidyr and 3+ years of experience with advanced data visualization packages like ggplot2 and ggplot2 extensions

Desired Characteristics:

  • Master’s or equivalent degree in Mathematics, Statistics, Operations Research, Economics, Finance, Science or Engineering

  • 7+ years of experience in advanced analytics, statistical testing, model development supporting Credit / Risk / Collections / Financial Services

  • 3+ years of experience of experience acquiring data from Oracle and SQL warehouses

  • 3+ years of experience with big data technologies

  • Strong written and verbal communication and presentation skills, strong problem-solving skills, and attention to detail

Eligibility Requirements:

  • You must be 18 years or older

  • You must have a high school diploma or equivalent

  • You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process

  • You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.

  • New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 24 months’ time in position before they can post. All internal employees must have at least a “consistently meets expectations” performance rating and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance requirement).

Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Reasonable Accommodation Notice:

  • Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

  • If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time.

The salary range for this position is 70,000.00 - 150,000.00 USD Annual

Salaries are adjusted according to market in CA and Metro NY and some positions are bonus eligible.

Grade/Level: 11

Job Family Group: