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' portfolios are most exposed to runoff and where the largest recapture and cross-sell opportunities sit. Those insights become the foundation for playbooks that Customer Success deploys across the entire book of business, and ultimately for a premium, subscription-based 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-scratch leadership role that sits at the intersection of data strategy, customer success enablement, and new revenue line creation.

For candidates based in the Dallas, TX area, the position follows a hybrid schedule with 3-4 on-site days per week. This position would be remote for qualifying candidates residing outside of this area.

What you'll be doing:

Portfolio Risk & Opportunity Analysis

• Analyze client 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 client, regardless of size or portfolio composition.
• Quantify dollars at risk from runoff and dollars of opportunity from recapture, HELOC growth, and cross-sell, and prioritize which segments and clients to act on first.
• Partner with Product and Data Engineering to build and refine analytic models for runoff likelihood and cross-sell propensity at the borrower level.
• Deliver executive-level portfolio assessments directly to top clients as a flagship, high-touch engagement.