Head of Servicing

About the Role

Slash is launching an unsecured commercial charge card with the full balance due every 30 days. We are looking for a Head of Servicing to build and own the end-to-end servicing and collections operating model. This is a hands-on leadership role spanning payment exceptions, customer communications, receivables controls, delinquency, workouts, charge-offs, recoveries, credit reporting, and external-servicer governance.

What You’ll Do

• Build and own servicing and collections policy and procedures across billing, payment failures, delinquency, disputes, complaints, workouts, settlements, charge-offs, recoveries, and credit bureau reporting.
• Lead servicing execution hands-on at launch, including customer outreach, promises to pay, account restrictions, escalations, and complex case resolution.
• Own servicing data and receivables-ledger integrity with Finance, Data, and Engineering; reconcile balances, statuses, payments, recoveries, charge-offs, and vendor placements.
• Define servicing KPIs, daily queues, management reporting, and Credit Committee materials covering delinquency migration, cures, losses, recoveries, complaints, and operating efficiency.
• Exercise or recommend freezes, workouts, settlements, charge-offs, and referrals within approved authorities; ensure complete case evidence and timely escalation.
• Own governance of backup, successor, and outside servicers, including diligence, contracts, SLAs, data transfers, QA, business continuity, and recovery reporting.
• Build the servicing organization, procedures, training, quality assurance, tooling roadmap, and staffing plan as portfolio volume and complexity grow.

What We’re Looking For

• 5+ years of experience in commercial loan or card servicing, collections, recovery, or credit operations, including ownership of teams, policies, or vendors.
• Deep knowledge of payment operations, ACH returns, delinquency stages, customer communications, workouts, settlements, charge-offs, recoveries, disputes, and complaints.
• Experience designing controlled servicing processes in a regulated or bank-partner environment, with strong documentation, approval, and audit discipline.
• Strong understanding of receivables or subledger reconciliation, operational reporting, and the data required to manage portfolio and servicing performance.
• Demonstrated success overseeing collection agencies, servicers, backup or successor servicers, or other critical third parties.
• Excellent judgment and communication, with the ability to balance customer outcomes, recovery, legal and compliance requirements, and loss mitigation.

How Success Will Be Measured

• Queue, contact, escalation, and case-quality performance against approved SLAs.
• Cure, roll, loss, recovery, promise-kept, workout, and referral outcomes within policy.
• Accuracy and timeliness of receivables balances, statuses, approvals, credit reporting, and vendor reconciliations.
• Customer communication quality, complaint handling, control adherence, vendor readiness, and disciplined team scaling.

Why Join Slash:

• Competitive base salary
• Equity in a high-growth company
• Best-in-class health, dental, and vision insurance
• Unlimited PTO
• Daily in-office meals
• Transportation support
• High-autonomy, low-bureaucracy environment