Jon Costa
Https://www.linkedin.com/in/joncosta
Summary
Accomplished and esteemed transformational leader, offering over two decades of progressive servicing and collections leadership expertise. Proven track record of optimizing business processes, devising innovative strategies, and implementing effective solutions that fuel revenue growth and cultivate high-performing cultures.
Overview
23
23
years of professional experience
Work History
Head of Servicing and Collections, Quick Books Capital
INTUIT
09.2024 - Current
- Company Overview: A leading fortune 500 fintech organization leveraging technology to help business and communities prosper
- Develop, implement, and lead servicing and recovery strategies for QuickBooks Capital post origination to all stages of delinquency
- Oversee small business recovery operations and analysis, including but not limited to performance strategy, scorecard architecture, capacity planning, SLA adherence, KPI goal creation, and recovery forecasting
- Capture and communicate servicing results, recovery trends and operational strategy to C-suite
- Lead team responsible for the partnership and oversight of agency relationships, driving operational efficiency, while mitigating loss
- A leading fortune 500 fintech organization leveraging technology to help business and communities prosper
Executive Vice President
PARADIGM ASSETS
04.2019 - 09.2024
- Company Overview: A diversified financial investment organization focused on data analytics and relationship management to optimize return on investment
- Oversee and streamline all facets of collections operations, business analytics, inventory management, and portfolio performance to ensure optimal return on portfolio investment
- Central point of contact for board and vendor level communication, providing in-depth insight into collections performance metrics, ROI analysis, and macro financial recovery trends while fostering strong partnerships with stakeholders and servicers
- Integral role as the collections operations expert to the board, actively engaged in investor vetting, term sheet negotiations, credit facility structuring, and comprehensive portfolio performance evaluations
- A diversified financial investment organization focused on data analytics and relationship management to optimize return on investment
Senior Vice President, Collections
JH CAPITAL GROUP
03.2016 - 04.2019
- Company Overview: A specialty finance company offering financial solutions to consumers at various stages of the distressed credit cycle
- Led the comprehensive collections performance and operations strategy for a prominent financial investment organization
- Pioneered the establishment and implementation of a successful cutting-edge Performance Management Channel
- Oversaw and partnered with the data ops/reporting team, managed national operational strategies, and architected vendor oversight reporting and automation
- Regularly presented executive financial summaries and performance analysis to the Board of Directors and investor groups
- Established a best-in-class servicing network through the prioritization of objective relationship management while introducing a quantitative behavioral scoring model and driving exceptional results
- A specialty finance company offering financial solutions to consumers at various stages of the distressed credit cycle
Vice President, Collections Operations
SQUARE TWO FINANCIAL
09.2011 - 03.2016
- Company Overview: A leader in the $100 billion asset recovery and portfolio management industry for Fortune 1000 lenders
- Championed the strategic planning, implementation, and management of a highly successful collections channel
- Drove the recruitment and evaluation of a top-tier leadership team, while orchestrating infrastructural mapping, channel branding, and the creation of organizational scorecards
- Surpassed revenue forecasts by achieving over $19MM in gross annual revenue, driven by the cultivation of new strategy and culture development
- Served as the senior level leader, responsible for client interaction, operational compliance, and regulatory auditing
- A leader in the $100 billion asset recovery and portfolio management industry for Fortune 1000 lenders
Vice President, Operations (Lowery Law Group)
SQUARE TWO FINANCIAL
09.2011 - 03.2016
- Company Overview: A leader in the $100 billion asset recovery and portfolio management industry for Fortune 1000 lenders
- Strategically assessed, restructured, and improved the performance of operational channels across multiple collection centers
- Assumed end-to-end responsibility for the organization, encompassing P&L management, human resources, IT, compliance, operational oversight, and comprehensive training
- Streamlined customer complaint and compliance processes, by spearheading the growth and implementation of an internal governance portal and a robust regulatory assessment structure
- Served as a C-suite leader driving the oversight and creation of a cutting-edge $1.5MM operations facility spanning 22,000 sq ft
- Cultivated a 22% year over year improvement in portfolio performance, yielding a $29MM increase in annual gross revenue
- A leader in the $100 billion asset recovery and portfolio management industry for Fortune 1000 lenders
Director, Collections Operations
LEADING EDGE RECOVERY SOLUTIONS (TRUE LOGIC)
08.2009 - 09.2011
- Company Overview: A full service, end-to-end financial services and portfolio management provider for nationally recognized consumer lenders
- Recruited to develop site infrastructure, performance oversight, and operational growth of multiple high producing collections channels
- Responsible for all facets of site operations, encompassing process development, analytics, talent acquisition, financial deliverables, and ensuring performance adherence to meet and surpass established client forecasts
- Achieved $15MM in annual gross revenue, managing a consortium of internationally recognized banking portfolios
- Propelled market share growth by attaining a best-in-class competitive performance standing across all major client banking portfolios serviced
- Instrumental in driving cumulative liquidation performance up 27% during tenure, an annual impact of approximately $9.5MM
- A full service, end-to-end financial services and portfolio management provider for nationally recognized consumer lenders
Senior Relationship Manager, Collections Outsourcing
ENCORE CAPITAL GROUP
07.2002 - 08.2009
- Company Overview: An international specialty finance company focused on the portfolio management of consumer receivables from major lenders
- Devised and executed comprehensive collections channel program and call center placement strategies
- Achieved an ~18% increase in channel liquidation by conducting detailed strategic analyses of key business metrics
- Proactively evaluated internal process and strategy, leading customer experience projects by creating effective complaint management tools to be utilized collaboratively across multiple channels
- Cultivated strong partnerships through frequent site visits and participation in industry conferences, fostering productive relationships
- Collaborated on the development of multiple portfolio servicing strategies, leveraging portfolio purchasing valuations to drive success
- An international specialty finance company focused on the portfolio management of consumer receivables from major lenders
Senior Relationship Manager, Legal Collections Outsourcing
ENCORE CAPITAL GROUP
07.2002 - 08.2009
- Company Overview: An international specialty finance company focused on the portfolio management of consumer receivables from major lenders
- Responsible for the management of large and new legal collections outsourcing programs, executing program strategies and measuring performance against expectations
- Collaborated with external partners, driving consistent increases in liquidation to ensure successful program outcomes
- Managed a national region of law firms, responsible for up to $42MM in annual gross collections
- Championed a strategic source and vetting process for prospective new clients, ensuring that new legal servicers were strategically aligned with program vision
- An international specialty finance company focused on the portfolio management of consumer receivables from major lenders
Skills
- Corporate Strategy and Planning
- KPI Optimization
- Workforce Management
- Leadership Development
- Collections Omni Channel Strategy
- Risk Identification/Management
- Project Planning and Execution
- Customer Experience Champion
- Performance Analytics/Evaluation
- LoanPro Systems
- Tableau Analytics
- Cognos Business Intelligence
- Omni Center Management
- Contact Center Workforce Management
- Salesforce CRM
- RMAi Member
- LiveVox Dialing Systems
- DebtNext CRM
- NICE CX AI Platform
Accomplishments
- Led the restructuring of a corporate servicing and collections outsourcing channel, resulting in a 22% YOY increase in portfolio performance, yielding a $29MM jump in annual gross revenue.
- Architected the creation of a performance management channel for a prominent organization, increasing annual gross gains by 17%.
Special Skills And Training
- LoanPro Systems
- Tableau Analytics
- Cognos Business Intelligence
- Omni Center Management
- Contact Center Workforce Management
- Salesforce CRM
- RMAi Member
- LiveVox Dialing Systems
- DebtNext CRM
- NICE CX AI Platform
Area Of Expertise
- Corporate Strategy and Planning
- KPI Optimization
- Workforce Management
- Leadership Development
- Collections Omni Channel Strategy
- Risk Identification/Management
- Project Planning and Execution
- Customer Experience Champion
- Performance Analytics/Evaluation
Timeline
Head of Servicing and Collections, Quick Books Capital
INTUIT
09.2024 - Current
Executive Vice President
PARADIGM ASSETS
04.2019 - 09.2024
Senior Vice President, Collections
JH CAPITAL GROUP
03.2016 - 04.2019
Vice President, Collections Operations
SQUARE TWO FINANCIAL
09.2011 - 03.2016
Vice President, Operations (Lowery Law Group)
SQUARE TWO FINANCIAL
09.2011 - 03.2016
Director, Collections Operations
LEADING EDGE RECOVERY SOLUTIONS (TRUE LOGIC)
08.2009 - 09.2011
Senior Relationship Manager, Collections Outsourcing
ENCORE CAPITAL GROUP
07.2002 - 08.2009
Senior Relationship Manager, Legal Collections Outsourcing
ENCORE CAPITAL GROUP
07.2002 - 08.2009
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