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VP, Customer Retention & Loyalty

1 month, 4 weeks ago
United States
Full-time
Executive
Data Analyst
Data Science and Analytics
Apply Now
Total Expert

Total Expert

Total Expert is a fintech company offering a purpose-built customer engagement platform for financial institutions, enabling seamless marketing, compliance, and customer relationship management to drive growth and loyalty.

Diversified Financial Services
251-1K
Founded 2012
$86M raised
View All Jobs 4

Description

  • Analyze client servicing portfolios using Customer IQ and other data sources to identify runoff risk and recapture opportunities.
  • Build a standardized portfolio health assessment methodology across clients.
  • Quantify dollars at risk and opportunity from runoff, recapture, HELOC growth, and cross-sell, and prioritize actions.
  • Partner with Product and Data Engineering to develop borrower-level runoff and cross-sell propensity models.
  • Deliver executive-level portfolio assessments to top clients.
  • Create a standardized library of retention and recapture playbooks for Customer Success.
  • Develop enablement materials such as workshop decks, ROI calculators, benchmarks, campaign templates, and QBR frameworks.
  • Coach and support Customer Success Managers on retention and recapture strategy.
  • Design and launch a subscription-based Value-Added Services offering for retention and recapture advisory.
  • Define service tiers, pricing, packaging, delivery model, and service-level commitments for the VAS offering.
  • Partner with Product, Finance, and Sales to build the business case, pricing model, and go-to-market plan.
  • Own VAS performance and revenue targets after launch and refine the offering based on client adoption and outcomes.
  • Define how Customer IQ alerts and enrichment data feed portfolio analysis and playbooks.
  • Support enterprise sales with retention/recapture ROI analyses and quantify business impact for prospective clients.

Requirements

  • 12+ years of experience in mortgage banking, servicing, portfolio analytics, and retention leadership.
  • Experience across banks, IMBs, credit unions, and large-scale servicers is preferred.
  • Deep understanding of mortgage servicing portfolios, recapture and retention rates, refinance behavior, purchase recapture, home equity lending, and customer lifecycle management.
  • Track record of turning portfolio and customer data into standardized programs or playbooks that scale across multiple clients or business units.
  • Strong quantitative and portfolio analytics background.
  • Executive-level communication skills.
  • Experience building, packaging, or monetizing a subscription or professional services offering is a plus.
  • Authorization to work for any employer in the U.S. is required.
  • Unable to sponsor or take over sponsorship of an employment visa at this time.

Benefits

  • Base salary range of $200,000 to $225,000 annually.
  • Eligible for an annual discretionary bonus based on company performance and other factors.
  • Eligible to participate in the Employee Stock Option Plan.
  • Medical, Dental, and Vision insurance coverage.
  • HSA and FSA accounts.
  • Company-paid Life Insurance.
  • Short-Term Disability and Long-Term Disability coverage.
  • Flexible Time-Off (FTO), Paid Parental Leave, and a 401(k) with employer match.

Interested in this position?

Apply directly on the company website

Apply Now

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