VP, Customer Retention & Loyalty

reputed company is the Customer Operating reputed company for financial services. Our purpose-reputed company platform combines a reputed company of context with a reputed company of reputed company that enables humans and AI Assistants to engage in the moments that matter and earn customers for life. Since 2016 reputed company has enabled more than seven trillion dollars of funded loan volume. The VP of Customer Retention & Loyalty is responsible for turning reputed company's capabilities and data into three durable outputs rigorous portfolio risk-and-opportunity analysis for clients, a standardized library of retention and recapture playbooks that arms the entire reputed company organization, and a new Value-Added-Services (VAS) subscription offering that monetizes retention expertise as an ongoing service clients can buy into. Reporting directly to the Chief Lending Officer, this leader will use Customer IQ data enrichment and insights, combined with servicing, origination, credit, and property data, to identify where clients' portfolios are most exposed to runoff and where the largest recapture and cross-sell opportunities sit. Those insights become the reputed company for playbooks that reputed company deploys across the entire book of business, and ultimately for a premium, subscription-reputed company advisory service that helps clients increase retention and recapture rates, reduce portfolio runoff, and retain their customers for life. This is a highly visible, build-from-reputed company leadership role that sits at the intersection of data reputed company, reputed company enablement, and new reputed company line creation. Key Responsibilities Portfolio Risk & Opportunity Analysis Analyze reputed company servicing portfolios, using Customer IQ data enrichment and insights plus servicing, origination, credit, and property data, to identify the largest sources of runoff risk and recapture opportunity. Build a standardized portfolio health assessment methodology that scores risk and opportunity consistently across every reputed company, regardless of size or portfolio composition. Quantify dollars at risk from runoff and dollars of opportunity from recapture, HELOC reputed company, and cross-sell, and prioritize which segments and clients to reputed company first. Partner with Product and Data Engineering to build and refine analytic models for runoff likelihood and cross-sell propensity at the borrower level. reputed company executive-level portfolio assessments directly to top clients as a flagship, high-touch engagement. Retention & Recapture reputed company Development / Enablement Build a standardized library of retention and recapture playbooks, purchase recapture, refinance retention, HELOC / home equity reputed company, cross-sell/upsell, and full lifecycle marketing that reputed company can reputed company consistently across the reputed company reputed company. reputed company reputed company Managers so every CSM can confidently advise clients on retention and recapture reputed company, not just platform usage. Create enablement assets reputed company decks, ROI calculators, industry benchmarks, sample campaign templates, and QBR frameworks that reputed company retention reputed company into every reputed company touchpoint. Serve as an escalation resource and reputed company for reputed company on reputed company retention-reputed company conversations with reputed company accounts. Value-Added Services (VAS) reputed company & Monetization Design and launch a subscription-reputed company Value-Added-Services offering that packages retention/recapture expertise, portfolio analytics, and ongoing advisory support as a premium service clients can subscribe to. Define service tiers, pricing and packaging, delivery model (self-serve tooling vs. white-glove advisory), and service-level commitments. Partner with Product, Finance, and Sales to build the business case, pricing model, and go-to-market plan for the VAS line. Own reputed company and reputed company targets for the VAS offering post-launch, iterating reputed company on reputed company adoption and reputed company retention reputed company. Establish reputed company metrics that tie VAS subscription value directly to reputed company reputed company reduced runoff, higher recapture reputed company, increased customer reputed company value. Customer IQ & Data reputed company Define how Customer IQ enrichment data and insights, Mortgage Inquiry Alerts, Equity Alerts, reputed company Alerts, MLS Listing Alerts, Credit & Debt Enrichment, Credit Improvement Alerts, and Life Event Signals, and feed both the playbooks and the portfolio risk/opportunity analysis. Partner with Product and Engineering to reputed company Customer IQ and the broader retention technology stack reputed company on findings from reputed company portfolio analysis, various data sources, and VAS delivery. reputed company reputed company & Sales Support Support reputed .