Director, Servicing – Collections

Role Overview

• 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