Vacancy details
This is a private vacancy. Company details stay confidential until InVault confirms a serious candidate fit.
- Status
- Active
- Date posted
- 2026-11-15
- Open until
- 2027-02-13
- Employment type
- Full-time
- Source-listed languages
- Not specified
- Language requirement
- No mandatory language inferred
- Work arrangement
- Hybrid
- Physical workplaces
- Palo Alto, United States; Austin, United States
- Applicant eligibility
- Applicant geography not specified
Overview
Manage payment disputes, account escalations, collections and customer payment flexibility for a fintech serving small commercial accounts. Establish policies, operational metrics and a capable team while balancing customer circumstances, fraud signals and credit losses.
Requirements
- Bachelor's degree required.
- At least five years of experience in payment operations, collections or credit risk, ideally in business-to-business unsecured credit or lending-adjacent services.
- Proven experience managing teams, including recruitment, coaching, performance management and team development.
- Strong understanding of delinquency aging, resolution time, recovery rates, credit losses and cost-to-serve measures.
- Working knowledge of debt collection compliance, including FDCPA and comparable state rules, with appropriate legal/compliance collaboration.
- Ability to distinguish customer hardship from fraud or credit-risk issues and apply clear payment-flexibility policies.
- Hands-on experience improving operational procedures, automation, reporting and data- or AI-assisted decisions.
- Strong customer empathy, commercial judgment and cross-functional stakeholder coordination.
- Trucking, fleet, freight or small-business lending experience is advantageous, not mandatory.
Responsibilities
- Oversee customer payment disputes, transaction escalations, SLAs and service handoffs.
- Design and administer policies for payment flexibility and record those decisions consistently.
- Lead collections operations, differentiating repayment hardship from suspected fraud or credit loss.
- Build and coach a team, with clear quality and performance standards.
- Define and track resolution time, recovery rates, repeat exceptions and operational cost metrics.
- Coordinate case policies with customer success, risk, underwriting, legal, compliance and product.
- Improve payment-operations tooling, process controls, reporting and automation.
Conditions
- Full-time hybrid role based in Palo Alto, California or Austin, Texas, United States.