Head of Servicing

About the role

This is an in-person role based in our New York City office and requires five days per week in the office. Please apply only if you are able to meet this requirement.

About the Role

Slash is launching an unsecured commercial charge card with the full balance due every 30 days. We are looking for a Head of Servicing to build and own the end-to-end servicing and collections operating model. This is a hands-on leadership role spanning payment exceptions, customer communications, receivables controls, delinquency, workouts, charge-offs, recoveries, credit reporting, and external-servicer governance.

What You’ll Do

• Build and own servicing and collections policy and procedures across billing, payment failures, delinquency, disputes, complaints, workouts, settlements, charge-offs, recoveries, and credit bureau reporting.
• Lead servicing execution hands-on at launch, including customer outreach, promises to pay, account restrictions, escalations, and complex case resolution.
• Own servicing data and receivables-ledger integrity with Finance, Data, and Engineering; reconcile balances, statuses, payments, recoveries, charge-offs, and vendor placements.
• Define servicing KPIs, daily queues, management reporting, and Credit Committee materials covering delinquency migration, cures, losses, recoveries, complaints, and operating efficiency.
• Exercise or recommend freezes, workouts, settlements, charge-offs, and referrals within approved authorities; ensure complete case evidence and timely escalation.
• Own governance of backup, successor, and outside servicers, including diligence, contracts, SLAs, data transfers, QA, business continuity, and recovery reporting.
• Build the servicing organization, procedures, training, quality assurance, tooling roadmap, and staffing plan as portfolio volume and complexity grow.

What We’re Looking For

• 5+ years of experience in commercial loan or card servicing, collections, recovery, or credit operations, including ownership of teams, policies, or vendors.
• Deep knowledge of payment operations, ACH returns, delinquency stages, customer communications, workouts, settlements, charge-offs, recoveries, disputes, and complaints.
• Experience designing controlled servicing processes in a regulated or bank-partner environment, with strong documentation, approval, and audit discipline.
• Strong understanding of receivables or subledger reconciliation, operational reporting, and the data required to manage portfolio and servicing performance.
• Demonstrated success overseeing collection agencies, servicers, backup or successor servicers, or other critical third parties.
• Excellent judgment and communication, with the ability to balance customer outcomes, recovery, legal and compliance requirements, and loss mitigation.

How Success Will Be Measured

• Queue, contact, escalation, and case-quality performance against approved SLAs.
• Cure, roll, loss, recovery, promise-kept, workout, and referral outcomes within policy.
• Accuracy and timeliness of receivables balances, statuses, approvals, credit reporting, and vendor reconciliations.
• Customer communication quality, complaint handling, control adherence, vendor readiness, and disciplined team scaling.