Product Manager 3- Product Manager Servicing

Product Manager 3- Product Manager Servicing

Dallas TX 75342

Job Summary:

Own the digital servicing experience across the credit lifecycle marketplace. You will modernize platforms and journeys for payments self service collections retention payoff and hardship programs improving customer satisfaction and controlling cost while meeting regulatory obligations.

Key Responsibilities:

Lead the servicing strategy and roadmap define multi year vision quarterly OKRs and delivery plans across customer dealer and partner touchpoints.

Deliver frictionless digital servicing journeys: payments autopay payoff quotes modifications hardship applications and communication preferences.

Modernize servicing infrastructure with API first microservices cloud platforms and event driven workflows in partnership with engineering and enterprise architecture.

Implement servicing workflows that comply with federal and state regulations for example Reg Z Reg B CFPB guidance and SCRA and ensure audit ready controls.

Partner with Operations Call Center Legal Risk and Customer Experience to improve servicing quality and reduce operational friction.

Build capabilities across web mobile app chatbot and IVR and SMS or email communications with a consistent omnichannel design system.

Deliver analytics and dashboards that track delinquency cure rates customer effort and satisfaction measures and servicing cost and use experimentation to improve them.

Integrate risk mitigation and identity protections including fraud alerting IDV and behavioral insights to reduce losses and prevent escalations.

Collaborate with peer product leads in Marketplace and Origination to ensure smooth handoffs from funding into servicing with full funnel telemetry and SLA alignment.

Education- Bachelors degree in business or information technology preferably M.B.A

Experience

7 12 years product management experience with at least 3 years in loan servicing payment systems consumer account management collections or recovery platforms.

Background in captive finance auto finance mortgage servicing fintech servicing or neobank operations.

Familiarity with digital servicing tools payment processors call center tech fraud mitigation and regulatory compliance workflows.

Expertise building customer facing financial servicing experiences across mobile and web with strong attention to accessibility and reliability.

• Strong data skills including mapping and improving the servicing funnel cohort analysis of delinquency and cure dynamics and KPI instrumentation for dashboards and SLAs.

Nice to have

Knowledge of payment rails and methods for example ACH cards pay by bank wallets and RTP including dispute and chargeback handling.

Experience with collections strategies and tooling for example digital dunning hardship programs waterfall strategies and agent assist.

Exposure to contact center operations quality assurance WFM tooling and conversational AI for voice and chat.

Understanding of eBilling or statements eSignature and document management for payoff or title interactions