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Slash is a fast-growing fintech building industry-specific business banking solutions. The company powers over $3B in annual business purchasing and is backed by top-tier investors including Menlo Ventures, NEA, Y Combinator, and Stanford University.
As Head of Servicing, you will build and own the end-to-end servicing and collections operating model for Slash's new unsecured commercial charge card product. This is a hands-on leadership role with significant scope and autonomy.
Key responsibilities include:
- Develop and implement comprehensive servicing and collections policies and procedures covering billing, payment failures, delinquency management, disputes, complaints, workouts, settlements, charge-offs, recoveries, and credit bureau reporting.
- Lead hands-on servicing execution at product launch, including customer outreach, promises to pay, account restrictions, escalations, and complex case resolution.
- Own servicing data integrity and receivables-ledger reconciliation in partnership with Finance, Data, and Engineering teams. Ensure accuracy of balances, statuses, payments, recoveries, charge-offs, and vendor placements.
- Define and track servicing KPIs, manage daily queues, produce management reporting, and prepare Credit Committee materials on delinquency migration, cures, losses, recoveries, complaints, and operational efficiency.
- Exercise decision-making authority on freezes, workouts, settlements, charge-offs, and third-party referrals within approved limits. Maintain complete case documentation and ensure timely escalation.
- Oversee governance of backup, successor, and external servicers, including vendor diligence, contract negotiation, SLA management, data transfers, quality assurance, business continuity planning, and recovery reporting.
- Build the servicing organization from the ground up, including procedures, training programs, quality assurance frameworks, tooling roadmap, and staffing plans as portfolio volume and complexity scale.
You will need 5+ years of experience in commercial loan or card servicing, collections, recovery, or credit operations with demonstrated ownership of teams, policies, or vendor relationships. Deep expertise in payment operations, ACH returns, delinquency management, customer communications, workouts, settlements, charge-offs, and recoveries is essential. You should have experience designing controlled servicing processes in regulated or bank-partner environments with strong documentation and audit discipline. Strong understanding of receivables reconciliation, operational reporting, and portfolio performance metrics is required. Success requires excellent judgment, communication skills, and the ability to balance customer outcomes, recovery objectives, legal/compliance requirements, and loss mitigation.
