BHG Financial

• The Sr. Director Lead Partnerships will lead the partner management for consumer relationships with a focus on growing the program. • You will influence and develop a dynamic and in-depth partnership planning, tracking, and reporting framework to keep partners engaged. • Lead marketing activities and own marketing performance with BHG partnerships. • Develop in-depth co-marketing proposals, from concept to contract, that drive value for the company. • Identify and source third-party opportunities in partnership with colleagues on the Marketing, Sales, and Analytics Team. • Meticulously own multiple projects; ensuring clearly articulated strategies with flawless execution.

• Serve as a primary responder for Salesforce production issues, incidents, and escalations • Investigate, troubleshoot, and resolve defects across Apex, Flows, LWC, integrations, and Salesforce configuration • Perform root-cause analysis and implement permanent corrective actions to prevent recurring issues • Monitor platform health, system performance, and integration reliability • Utilize Copado AI for troubleshooting, code analysis, impact assessments, debugging, and solution recommendations • Analyze debug logs, exception logs, integration failures, governor limit violations, and automation errors • Partner closely with Business, Product, QA, and Support teams to prioritize and resolve production incidents • Develop and deploy hotfixes, patches, and stability improvements with minimal business disruption • Identify opportunities to improve platform reliability, scalability, and maintainability • Create and maintain technical documentation, runbooks, and knowledge articles for support processes • Participate in incident reviews and contribute to continuous improvement initiatives • Support release validation and post-deployment monitoring activities

• Own and lead the enterprise Business Continuity and Disaster Recovery (BC/DR) program, including strategy, governance, and execution. • Define and maintain BC/DR frameworks, policies, and standards, including RTO/RPO expectations, system tiering, and recovery strategies. • Drive enterprise-wide Business Impact Analysis (BIA) processes to identify critical services, dependencies, and recovery priorities. • Establish and oversee BC/DR testing strategy, including scenario design, execution, and continuous improvement of recovery capabilities. • Evaluate organizational resilience and identify gaps, risks, and opportunities to improve recovery readiness. • Advise leadership on resilience risks, recovery tradeoffs, and business continuity investment priorities. • Report on BC/DR readiness and testing outcomes to senior leadership and support board-level reporting. • Lead or support risk assessments for critical systems, strategic initiatives, and operational processes. • Define and evaluate risk related to policy exceptions, resilience gaps, and third-party dependencies. • Collaborate with business and technology leaders to embed resilience into operational processes and system design.

• Conduct regular monitoring and testing of operational processes, procedures, and controls to ensure compliance with established standards. Support the Organization by identifying gaps, inefficiencies, and potential risks in workflows. • Compile and analyze findings from speech analytics, compliance reviews, and QA performance evaluations. Develop clear and detailed reports on testing outcomes, findings, and recommendations for remediation or process improvements. • Partner with operational teams to discuss results, develop remediation plans, and track timely implementation of corrective actions. • Analyze trends in findings, speech analytics data and calibration outcomes to distinguish opportunities for improvement. Recommend evidence-based enhancements to testing methodologies and quality control measures that increase accuracy, efficiency and alignment with regulatory and operational priorities. • Ensure all monitoring and testing activities align with company policies, legal regulations, and industry best practices. • Maintain accurate records of testing activities, methodologies, and follow-up actions for audit and review purposes. • Escalate emerging and identified risk trends to Compliance leadership for evaluation of risk impact. • Continuously monitor regulatory developments and evolving industry best practice. Evaluate their relevance to operational workflows, compliance & QA to inform and establish best practices within the agency. Promote the integration of these practices across communication platforms to enhance risk mitigation and strengthen operational consistency. • Use QA analytics insights to generate actionable recommendations for Operations leadership, inform education content and coaching strategies, identify behavior trends, and drive enhancements in education programs. • Work closely with various departments, including Operations, Customer Service, and IT, to foster a cohesive approach to quality assurance and compliance. Disseminate valuable insights and strategies to uplift agency-wide practices.

•Comprehensive Communication Oversight: Perform in-depth monitoring and evaluation of phone, SMS, and email communications to ensure adherence to both legal standards, such as the Fair Debt Collection Practices Act (FDCPA), the Telephone Consumer Protection Act (TCPA), client specific requirements, and internal quality benchmarks. Apply quality control measures to maintain work standards specific to the collections department’s goals. •Speech Analytics Utilization: Leverage speech analytics technology to analyze communication data, identifying patterns, compliance adherence, and areas for improvement. Utilize these insights to refine and optimize communication strategies. •Regulatory Compliance and Performance Analysis: Analyze agent interactions for compliance with applicable laws and evaluate performance metrics. Identify risks and deficiencies and recommend corrective actions to improve compliance and efficiency. •Best Practices Implementation: Keep abreast of regulatory updates and industry trends to inform and establish best practices within the agency. Promote the integration of these practices across communication platforms. •Training Program Support: Contribute to the development and implementation of training programs based on analytics insights. Offer tailored feedback to agents and teams to bolster compliance and performance. •Quality and Compliance Reporting: Compile and analyze reports detailing findings from speech analytics, compliance reviews, and performance evaluations. Present data-driven recommendations for continuous operational improvements. •Policy and Procedure Enhancement: Collaborate in the ongoing review and refinement of communication policies and procedures, ensuring they remain relevant and effectively mitigate compliance risks. Focus on aligning quality control standards with the collections department's specific requirements. •Cross-Functional Collaboration: Work closely with various departments, including Operations, Customer Service, and IT, to foster a cohesive approach to quality assurance and compliance. Disseminate valuable insights and strategies to uplift agency-wide practices.

• Translate marketing performance into business impact by delivering insights that connect campaign metrics to outcomes such as revenue, customer acquisition, and profitability. • Monitor and assess channel performance against forecasts to uncover optimization opportunities and scale high-performing strategies. • Deliver compelling presentations and strategic recommendations to stakeholders at all levels, synthesizing complex data into clear, actionable insights that inform decision-making. • Leverage data, ensuring integrity and accuracy, to uncover actionable insights that inform business strategy and decision-making. • Collaborate with cross-functional teams to identify opportunities, design solutions, and implement initiatives that enhance enterprise value. • Work alongside top-tier professionals to develop, test, and refine strategies that influence key business outcomes. • Contribute in a dynamic, team-oriented environment that values your perspective, supports your growth, and encourages innovation • Maintain constant communication with management and staff to ensure proper operations of the organization • Other duties as assigned.

• Manage and publish website content in Adobe Experience Manager (AEM), including formatting, metadata, internal linking, claims updates, and on-page SEO implementation • Support SEO-driven website initiatives including blog publishing, content refreshes, landing page optimization, product page updates, CTA implementation, and content structure improvements • Assist the SEO team in documenting key actions, timelines, and measurable KPI impact • Collaborate with SEO team and cross-functional teams to improve website performance, product visibility, and application start rates through ongoing content and page optimization • Monitor search behavior, AI-generated answers, online discussions, and customer feedback to identify trends, FAQs, messaging gaps, and visibility opportunities related to BHG and its products • Grow product and brand visibility on organic discovery platforms (e.g., Reddit, YouTube, Quora, Substack/Medium, podcasts, and emerging communities) • Turn discovery platform insights into recommendations for SEO, content updates, product messaging, brand representation, thought leadership, and other LLM visibility priorities • Participate in relevant communities to build authority, shape narratives, and improve BHG’s UGC/knowledge-platform presence • Track and report AI discoverability metrics, including engagement, referral traffic, mentions, sentiment, and visibility across LLMs, UGC, and third-party sites • Partner with Brand, PR, Partnerships, Social Media, Analytics, and Content teams to align insights, messaging, and execution to improve brand citations and representation in SERPs, reviews, aggregator sites, and AI-generated answers • Continuously evaluate how BHG and its products are represented across search engines, AI platforms, partner ecosystems, and external discovery/UGC channels

• Monthly balance sheet reconciliations • Collecting and reviewing monthly bank statements from BHG reserve accounts • Assist in collecting and summarizing data relating to Accounting Department projects and/or Audits • Corresponding with our 1,000+ banking partners regarding account activity and loan servicing • Collaborating with other BHG departments to better fulfill their accounting needs • Processing electronic transactions to originate new loans and service existing loans • Completing work with highest ethical standards

• Serve as a subject‑matter expert for RingCentral and NICE CXone, including platform architecture, call routing, and advanced feature configuration. • Design, build, and maintain API integrations between RingCentral, NICE CXone, and Salesforce, including: - Custom REST/API development - SOQL‑based data access and automation - Event‑driven and real‑time integration patterns • Design, implement, and enhance IVR solutions, including: - Net‑new IVR builds - Enhancements to existing IVRs - Advanced JavaScript‑based scripting within NICE CXone Studio/Designer • Continuously optimize IVR and call flows to improve: - Call containment - Self‑service adoption - Customer experience and operational efficiency • Troubleshoot and resolve complex issues spanning telecom platforms, contact center systems, CRM integrations, and customer journeys. • Partner closely with: - Business stakeholders - Salesforce administrators and developers - Application, infrastructure, and operations teams • Lead platform enhancements, upgrades, and migrations, ensuring minimal service disruption. • Produce and maintain technical documentation, architecture diagrams, and operational runbooks. • Provide technical guidance and mentorship to junior engineers and service desk teams as needed.

• Perform rigorous end-to-end validations, assessing conceptual soundness, data integrity, and mathematical accuracy. • Develop challenger models and conduct sensitivity testing, back-testing, and stress testing to identify potential model limitations. • Ensure all models are compliant with internal MRM policies and support Model Governance in maintaining an accurate model inventory. • Author high-quality technical validation reports communicating findings, risks, and recommendations to leadership. • Review ongoing performance monitoring to detect model decay and ensure models remain fit for purpose.