Happy Money

• Contact past due customers, communicating professionally and persistently to facilitate resolution. • Negotiate payment plans, hardship plans and settlements within established parameters for customers unable to pay their full balance. • Handle escalated calls and complex account investigations, applying sound judgment to resolve issues and deliver a high quality customer experience. • Maintain accurate and up to date customer records, ensuring all account information and status changes are properly documented. • Meet or exceed department performance targets through organized, proactive, and effective collections efforts. • Provide peer feedback and support to internal and BPO team members, contributing to a culture of continuous improvement and shared accountability. • Assist with onboarding and training of new team members, leveraging subject matter expertise to reinforce processes and best practices. • Serve as a first-line resource for workflow questions, troubleshooting, and escalations from peers. • Assist with drafting and updating Standard Operating Procedures (SOPs) to reflect current processes, ensuring documentation is accurate, accessible, and easy to follow. • Identify and surface process improvement opportunities to the Team Lead, contributing ideas that improve efficiency, compliance, and customer experience. • Maintain strong working knowledge of all collections systems, tools, and workflows to serve as a reliable SME for the team.

• Collaborate with stakeholders at all levels, balancing deep technical work with clear communication to non-technical audiences • Set the agenda for how we use data to manage risk, optimize performance, and better serve customers • Write efficient, well-documented SQL queries in Snowflake to extract, transform, and analyze large datasets • Develop and automate analytical workflows using Python and/or R, with code managed through GitHub • Design, build, and maintain dashboards and reports in Tableau that provide visibility into key business metrics • Partner with Data Engineering to build and refine data workflows in Databricks • Own ad hoc analyses to answer strategic business questions, delivering findings with a clear point of view • Monitor data quality and proactively identify anomalies before stakeholders notice them • Decide which analytical methodologies we use and continuously evaluate opportunities to optimize processes

• Independently review flagged loan applications identified by automated detection systems and manual underwriter referrals, applying discretion to evaluate complex, incomplete, or contradictory information across 40+ daily reviews. • Maintain detailed fraud case documentation and tracking to support auditability and reporting. • Perform comprehensive fraud investigations by analyzing income and identity documentation, integrating third-party identity verification data to validate applicant authenticity and detect potential risk signals. • Monitor real-time application queues using investigative tools; make informed disposition decisions based on evolving fraud typologies and risk signals. • Investigate high-risk applications by navigating multiple internal and external systems to cross-reference data, including customer behavior patterns, IP addresses, and geolocation data. • Ensure timely, compliant resolution of high-risk applications in accordance with service level agreements, balancing efficiency with the need for distinct, thorough risk evaluation in each case. • Conduct daily reviews of funding accounts to identify potential fraud, misrepresentation, or customer service concerns, and escalate urgent issues to management. • Identify and interpret patterns indicative of organized fraud rings or synthetic identities; escalate to senior analysts or management with documented findings and procedural or system enhancement recommendations. • Works on fraud-related projects as assigned by management. • Demonstrates working knowledge of a broad regulatory framework including Reg E, Reg Z, FCRA, NACHA, OFAC, TCPA, and UCC, ensuring all fraud investigations and communications remain fully compliant. • Support BSA/AML compliance obligations including recognition of potential money laundering indicators; assist with SAR filing processes where applicable and in coordination with Compliance. • Contribute to the continuous improvement of fraud detection logic by surfacing emerging typologies and operational gaps identified during case review. • Actively works to reduce false positives and improve operational efficiency through procedural recommendations. • Work alongside internal and BPO teams to achieve department goals.

• Own portfolio performance analytics including cohort-level analysis, credit attribute segmentation, prepayment behavior, loss trend monitoring, and collateral performance forecasting — synthesizing findings into actionable recommendations for transaction structuring and investor conversations • Build, maintain, and improve reporting infrastructure supporting investor transparency, rating agency packages, internal capital planning, and facility compliance monitoring — ensuring accuracy and timeliness with increasing independence • Support the structuring, negotiation, and execution of capital markets transactions including forward flow agreements, warehouse credit facilities, and asset-backed securitizations, with growing ownership of defined workstreams • Prepare and deliver investor diligence materials, data packages, and portfolio performance reports, serving as a knowledgeable point of contact for routine investor inquiries and data requests • Monitor warehouse facility utilization, covenant compliance, and performance triggers across active credit facilities, flagging issues proactively and recommending actions within established frameworks • Coordinate investor due diligence processes, managing timelines, tracking deliverables across internal teams, and ensuring a seamless experience for institutional counterparties • Collaborate cross-functionally with Credit & Risk, Product, Engineering, Legal, Accounting, and Servicing to ensure data integrity, operational alignment, and seamless transaction execution

• Forecast demand, optimize schedules, and model capacity across voice, chat, email, and SMS. Ensure we're staffed to hit service levels without burning budget on unnecessary overtime. • Design IVR flows, optimize call routing, manage our dialer, implement call branding, and evaluate platform alternatives. Be the technical brain behind every inbound and outbound interaction. • Own chat, email, and SMS as strategic channels. Monitor performance, identify bottlenecks, design routing logic, and drive improvements that make digital interactions as effective as voice. • Design, implement, and manage workforce management strategies within the contact center that ensure proper staffing levels to meet service demand. • Conduct long-term forecasting and capacity planning to align workforce needs with operational growth and seasonal fluctuations. • Leverage data analytics and historical trends to forecast call volumes and staffing requirements. • Monitor real-time data and recommend schedule adjustments as needed to optimize resource utilization. • Identify and implement process improvements that enhance productivity, decrease wait times, and improve overall customer and employee experience. • Standardized workforce management policies and procedures. • Research, implement, and manage workforce management systems, scheduling software, and automation tools to support contact center efficiency. • Evaluate emerging technologies to drive continuous improvement and innovation in workforce operations. • Analyze and monitor key performance indicators (KPIs) related to staffing, call handling, service levels, and workforce productivity. • Provide actionable insights and recommendations based on performance data to drive operational success.

• Lead financial reporting to provide key stakeholders with visibility into company performance and expense management. • Own forecasting and budgeting processes, working closely with department leads to ensure accurate financial projections. • Analyze monthly and quarterly financial performance, identifying key trends, variances, and business drivers. • Create dynamic financial models to support business planning and scenario analysis. • Partner with business leaders to track key performance indicators (KPIs), providing data-driven recommendations. • Support corporate financial deliverables, including business reviews and board presentations. • Assist in month-end and quarter-end financial close processes, collaborating with Accounting to analyze financial results. • Maintain a system for tracking vendor renewals, and work cross functionally to identify cost saving opportunities as they arise.