Director, Servicing And Collections

Job summary
Director of Servicing and CollectionsResponsible for customer experience and team managementDrive revenue growth through high customer satisfaction
Job seniority: director level and above
Responsibilities
• Develop and execute on the strategy of the Figure Servicing Operations team• Lead and motivate a multi-site Customer Support team• Manage customer service, delinquency prevention, and roll rate objectives• Identify and react to data-driven insights and business metrics• Identify initiatives to enhance service and employee retention• Partner with product on system enhancements• Manage dashboards and reports• Record, assess, and analyze customer feedback• Develop and inspire team members• Recruit industry-leading talent
Requirements
• 8+ years in the financial service/ lending industry• 5+ years mortgage or HELOC experience• 5+ years leadership position for servicing/collections operations center• Deep understanding of industry metrics and best practices• Ability to excel with metrics-based KPIs• Knowledge in loan servicing and collections operations strategies• Familiarity with regulations• Strong communication and problem-solving skills• Proven success managing a geographically dispersed workforce• Ability to travel up to 25% of the time
Key Skills Needed
• Strategic thinking• Leadership• Analytical skills• Problem-solving• Verbal and written communication• Presentation skills• Managing teams• Recruitment• Customer service
Benefits
• Competitive salary and growth opportunities• Company quarterly performance-based bonus• Comprehensive health, vision, dental insurance, and wellness program• Life and disability insurance coverage• Company HSA, FSA, Dependent Care, 401k, and commuter benefits• Paid family leave• Flexible time-off plan• Continuing education reimbursement• Routine Team swag deliveries• Home office and technology stipend• In-office, remote, and hybrid work location options