Director, Servicing & Collections

Own portfolio performance across the servicing lifecycle, including core servicing and customer support, late-stage collections, and default loan servicing 

Manage service offerings for borrowers whose installers cannot complete their projects or fulfill on warranty obligations to bolster borrower satisfaction and loan performance 

Establish, forecast, and deliver against aggressive portfolio performance targets including roll rates, loss rates, prepayment rates, and expense related metrics 

Manage a network of vendors who primarily execute business processes 

Hold vendors accountable to clearly defined performance standards, proactively identifying performance gaps and driving corrective action plans with urgency and precision 

Responsible for expense management related to processes and vendors under your oversight 

Develop and oversee comprehensive monitoring programs for oversight of process and vendor performance 

Partner with analytics to translate data into actionable strategies; independently challenge assumptions and drive strategy refinement based on performance insights 

Prepare and deliver portfolio performance reviews, articulating both the drivers of performance trends and the strategies and tactics under development or deployed to improve performance 

Partner with Capital Markets to respond to loan owner questions about performance trends 

Collaborate with legal and compliance teams to create programs and processes that can both deliver superior loan performance and withstand regulatory scrutiny 

Perform other duties as assigned 

Supervise employees who will be managing specialized vendors and processes within servicing and collections 

Maintain a top performing team through development of existing personnel or recruiting, selecting, orienting, and training employees as needed 

Manage performance of employees through development, coaching, and counseling 

Bachelor’s Degree required 

Minimum of 8 years of loan servicing and collections experience required; experience in secured and unsecured home improvement finance loan servicing preferred   

Minimum of 5 years of supervisory experience required 

Proven track record of materially improving portfolio performance metrics 

Demonstrated ability to analyze complex problems and develop responsive business plans 

High sense of urgency and ownership mentality  

Proficiency with Microsoft Office tools (Outlook, Word, PowerPoint, Excel)   

Excellent verbal, written, and interpersonal communication skills   

Strong organizational skills and attention to detail    

Outstanding problem-solving and time management skills   

Self-motivated, self-directed, and results-oriented  

Adaptable and able to multitask in a fast-paced environment   

Can work independently and within a team; solution-oriented with a collaborative approach