VP, Customer Retention & Loyalty

Total Expert is the Customer Operating System for financial services. Our purpose-built platform combines a system of context with a system of action that enables humans and AI Assistants to engage in the moments that matter and earn customers for life. Since 2016 Total Expert has enabled more than seven trillion dollars of funded loan volume. The VP of Customer Retention & Loyalty is responsible for turning Total Expert'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 Customer Success 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' portfol