Servicing Transformation Consultant / SME (Banking & Cards) (Client: ??? ) [Location: Remote in USA ]

 Location: Remote in USA

Contract Duration: 1-3 months

Job Description

We are seeking a senior Servicing Transformation Consultant / SME with deep Banking, Cards, or Consumer Lending experience to support a strategic servicing modernization initiative.

The individual will help define future-state agent-assisted customer servicing workflows, identify opportunities for AI and agentic automation, shape the servicing operating model, and participate in solutioning workshops and client-facing discussions.

Must Have

• 15+ years of experience in Banking, Cards, Consumer Lending, or Financial Services.
• Direct experience leading or implementing customer servicing transformation programs.
• Hands-on experience with:
  • Agent-assisted customer servicing
  • Contact center operations
  • Collections and disputes
  • Card servicing
  • Fraud servicing
  • Customer support operations
• Experience redesigning and modernizing servicing workflows and operating models.
• Experience applying AI, automation, agent-assist, or agentic capabilities to servicing operations.
• Experience working directly with business stakeholders to define future-state servicing models and transformation roadmaps.
• Strong facilitation, workshop, and executive engagement skills.

Preferred Experience

• Credit card servicing operations.
• Consumer lending servicing operations.
• Containment and deflection strategies.
• Agent desktop modernization.
• Next-best-action, agent-assist, workflow automation, or AI-enabled servicing solutions.
• Large-scale servicing platform modernization initiatives.

Responsibilities

• Review current servicing processes and identify workflow simplification opportunities.
• Identify and prioritize candidate workflows for AI-enabled and agent-assisted customer servicing.
• Help define the future-state servicing operating model.
• Recommend improvements to agent productivity, customer experience, containment, and deflection.
• Participate in solutioning workshops, whiteboarding sessions, and client discussions.
• Challenge assumptions and help shape the modernization roadmap and value proposition.
• Assist in developing business cases and outcome-based transformation recommendations.

Proven Track Record

The individual should demonstrate experience in:

• Modernizing customer servicing operations in Banking, Cards, or Consumer Lending.
• Simplifying agent-assisted servicing workflows through AI, automation, and workflow redesign.
• Improving agent productivity and servicing outcomes.
• Designing and implementing containment and deflection strategies.
• Defining future-state servicing operating models and transformation roadmaps.
• Leading executive workshops and stakeholder alignment sessions.
• Translating servicing strategy into practical, implementable business and technology roadmaps.

Engagement Type

Short-term consulting/advisory support with the potential to extend into client workshops, solutioning, roadmap development, and transformation planning activities.

Please feel free to reach out in case you need any additional details.