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Coordinate research and compile information to respond to complex regulatory and advocate inquiries and complaints (state regulators, BBB, AGs, CFPB, attorneys). Gather facts from business units, draft comprehensive responses with Law Department, liaise with Customer Care and regulators, track investigations, and ensure compliance with company policies and regulations.

The Lead Product Designer will design complex user experiences for internal users, partner with teams across the company, and ensure designs meet accessibility standards.

Work inbound and outbound with customers to resolve delinquent accounts, negotiate repayment or settlements, assist lease-end purchase/return decisions, prepare collection and legal paperwork, and use skip-tracing tools to locate customers. Ensure compliance with laws and policies while meeting personal and team collection targets and transferring eligible accounts to third-party agencies.

Monitor and review customer and dealership interactions and application documents for accuracy and compliance. Develop and implement QA scorecards, deliver regular QA reports, facilitate QA trainings/calibrations, support process improvements, and assist with maintaining regulatory compliance and internal policy updates.