Happy Money

• Set post-funding lifecycle strategy end-to-end from first payment through payoff, refinance, top-up, second loan, and adjacent products. Anticipate where the portfolio and competitive landscape are heading and bring a defensible, data-backed point-of-view on where the next dollar of LTV comes from proactively. • Make the next-best-offer calls of which product, channel, and moment to surface, and to whom, grounding them in behavioral signal (on-time payments, paydown, income, credit evolution) and real cohort and propensity models with Data Science rather than instinct, while balancing risk-adjusted return against customer response. • Treat LTV, repeat-borrow rate, and portfolio yield as the P&L levers they are. Own them as primary metrics, connect them to CAC and funnel economics with Finance and Credit & Risk, and make the trade-offs that actually move performance. • Reframe the payoff moment, a natural exit, into our most valuable re-engagement event. Build the re-acquisition workflow that activates as a loan approaches and crosses payoff, plus pre/post-payoff and win-back programs that convert it into the next product fit. • Operate confidently in ambiguity as the portfolio expands. Own lifecycle activation for new products (marketplace relaunch, deposit and partner cross-sell), run the lifecycle stack across HubSpot (post-SFMC migration), and apply AI for next-best-action, propensity scoring, and journey optimization where it earns its place. • Optimize acquired leads across Happy Money and partner products. Own lead scoring, qualification frameworks, and routing logic — ensuring the right prospects reach the right journeys at the right time. Integrate predictive data signals into lead prioritization and channel optimization. • Hold an honest, evidence-first perspective. Prove what works with rigorous experimentation (holdouts, incrementality), learn fast from what fails, and let results change the strategy and tactics. • Drive a disciplined operating cadence with weekly/monthly reviews, budget pacing, and quarterly LTV/retention/repeat-origination forecasts. Make complex segmentation and next-best-action logic legible to senior leaders and clear roadblocks across functions without defaulting to escalation. • Turn routine servicing touch points into brand and growth moments (reminders, milestones, payoff celebrations) with Communications, Servicing, Product, and CX, while protecting attribution, tracking, and dashboard integrity building trust in the numbers. • Build the capability, then the team. Operate first as a force multiplier across analysts, data scientists, martech/agency partners, and AI agents, knowing when to leverage each, then stand up and lead the lifecycle team as scope expands, holding a high bar for talent and for what reaches customers. • Keep a sharp external point-of-view. Track lifecycle and retention moves at peer lenders (SoFi, Upgrade, LendingClub, Best Egg) and adjacent fintechs and translate them into roadmap implications, acting with urgency rather than waiting for consensus.

• 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.