Director Credit Card Customer Service Jobs in Decatur, GA

Copay is looking to hire a Director, Credit Analytics within our Risk division. This position falls under our North American Fuel line of business and is located in Atlanta, GA. In this role, you will be responsible for increasing revenue, reducing bad debt, and improving customer retention on our portfolio of over 150,000 customers. Working closely with cross-functional stakeholders, you will play a pivotal role in delivering on our mission. We are looking for a candidate with strong leadership skills, business acumen, and deep technical and analytical skills to lead a team of analysts to uncover actionable insights. You will report to the Sr. Director of Credit Analytics, who in turn reports to the Chief Risk Officer of US Risk. This position will manage 2-3 analysts on-shore or off-shore, and we are looking for the candidate to be based in Atlanta in person at our Buckhead office, approximately three to four days per week. You will report directly to the Senior Director of Account Management.

As a Director, Credit Analytics, you will be expected to work in an onsite environment. Copay will set you up for success by providing:

• Assigned workspace in Atlanta, GA
• Company-issued equipment

The responsibilities of the role will include:

• Rebuild and Launch a New ML Model: Identify weaknesses and performance limitations in the existing account mgmt. model and led a team of internal risk analysts and external data scientists in rebuilding the account management ML model. This enables enhanced performance and accuracy while expanding its application to new programs such as early life monitoring, bad debt reduction, and revenue-generating initiatives.
• Control Bad Debt through Comprehensive Tightening Actions: Develop and execute a multi-phase and ongoing monthly account mgmt. strategy to reduce exposure for high-risk accounts. Through detailed analysis and targeted tightening actions, delinquency rates and write-offs were reduced. It also balanced revenue goals by addressing net revenue-negative accounts and maintaining portfolio health while mitigating credit risk.
• Improve Customer Retention with New Credit Policies: Propose, implement, and automate both proactive and customer-initiated credit limit increase programs to reduce customer attrition. These initiatives aligned portfolio health with business objectives and kept losses within approved budgets. Collaborated with credit operations and trained manual review team to streamline customer requests and workflows, resulting in faster processing times, improved customer experiences, and reduced operational bottlenecks.
• Increase Revenue Through Targeted Strategy: Beyond traditional revenue-generating programs like CLI, leverage data-driven analysis to identify opportunities for increasing total customer spend by adjusting delinquency lock timing based on past behavior, risk level, and future revenue potential. Lead "test and learn" campaigns and A/B testing to validate key hypotheses, laying the groundwork for future strategic initiatives.
• Enhance Efficiency Through Reporting and Automation: Streamline existing reports, develop new KPIs, and create Tableau dashboards for senior leadership, enabling easier monitoring of portfolio health and early identification of abnormal patterns of elevated risk. Automate reporting and data pulls using Alteryx, significantly improving work efficiency and decision-making capabilities.

Traits we seek in our next Director of Credit Risk Analytics:

• Ownership Mindset: Treat the company as your own, exhibiting high initiative and a passion for improving the customer experience, driving revenue growth, and maximizing shareholder returns.
• Leadership: Be humble yet driven. Speak your truth, but recognize the importance of how you communicate. Acknowledge mistakes and seek help when needed to keep the team moving forward.
• Team Building: Demonstrate collaborative leadership by establishing trust, positively influencing others, and communicating clearly. Be someone who delivers on promises.
• Hands-On: This is a "player-coach" role. You should be comfortable writing SQL code, setting up Excel forecasting files, and creating meaningful PowerPoint presentations that deliver persuasive recommendations.
• Business Acumen: Think strategically, prioritize effectively, and execute tactically to deliver short-, medium-, and long-term results.

Qualifications & Skills:

• Bachelor's or Master's Degree in a quantitative field (e.g., Mathematics, Data Science, etc)
• 8+ years of experience working with large data sets, with exceptional hands-on proficiency in analytics software (e.g., SAS/SQL, Python, and Alteryx).
• 6+ years of experience in credit risk strategy or analytics, preferably within the SMB charge card space.
• Strong attention to detail, highly motivated, self-driven, with a proven ability to deliver polished and accurate work within a short turnaround time.

Benefits & Perks:

• Medical, Dental & Vision benefits available the 1st month after hire
• Automatic enrollment into our 401k plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide
• Robust PTO offerings including major holidays, vacations, sick, personal, & volunteer time
• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Fun culture with company-wide contests and prizes

Equal Opportunity/Affirmative Action Employer

Copay is an Equal Opportunity Employer. Copay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.