Director, Servicing – Collections
Job Description:
- 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
Requirements:
- 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
Benefits:
- Comprehensive health, dental, and vision plans
- 4 weeks PTO
- 401k + company match
- Metro SmartTrip benefits ($50/mo)
- Remote or hybrid work schedules for most positions
- Incentives for purchasing solar panels, electric vehicles, biking to work, etc.
- Paid subscriptions to Veterans Compost, Capital Bikeshare, Imperfect Foods reimbursement, and more!
- Best Workplaces for Commuters 2023 & 2024 winner
- The Washington Post Top Workplaces 2023, 2024, and 2025 winner
- American Banker Best Banks to Work For 2023 winner