Associate Director, Loan Servicing and Collections

The J.G. Wentworth Company•UNAVAILABLE, UNAVAILABLE

17h•Remote

About The Position

JG Wentworth is scaling its unsecured personal loan portfolio and is hiring an Associate Director, Loan Servicing and Collections to own the post-origination loan lifecycle from funding through payoff and across every stage of delinquency and recovery. This is a builder’s role: the Associate Director will design the operating model and establish the processes, systems, and metrics required for a fast-growing portfolio, then lead the teams that execute them. The role combines hands-on operational leadership with strategic planning to prepare for portfolio growth while balancing customer experience, loss mitigation, unit economics, and compliance. The Associate Director will lead servicing and collections strategy and operations, including platform selection and optimization, borrower treatment strategies, daily servicing, delinquency management, recovery, and third-party agency relationships. The role will build and develop multi-layer teams, establish performance standards and controls, and partner with cross-functional leaders to support portfolio performance and growth. It will also own compliance readiness, reporting, and system capabilities for servicing and collections.

Requirements

8+ years of experience in consumer lending operations, including 4+ years leading servicing and/or collections teams.
Proven experience building or materially scaling a servicing or collections function, rather than only operating a mature function.
Deep working knowledge of the consumer-lending and debt-collection regulatory framework, including FDCPA, Regulation F, UDAAP, FCRA, TCPA, SCRA, and state licensing and debt-collection requirements.
Track record of leading and developing multi-layer teams and consistently achieving performance targets.
Hands-on experience selecting and managing servicing, dialer, payment, and collections technology platforms, and overseeing third-party agencies or debt sales.
Strong analytical skills, including fluency with loan portfolio metrics such as roll rates, cure rates, net flow, recovery, and cost-to-collect, and the ability to turn data into action.
Sound judgment in balancing portfolio performance, customer experience, and compliance.

Nice To Haves

Experience in a high-growth fintech, specialty finance, or bank-partnership (sponsor-bank) lending environment.
Direct experience with unsecured personal loan products.
Experience standing up new systems or migrating platforms.
Experience operating within a bank-partner oversight framework and supporting regulatory exams.
Relevant collections or compliance certifications and/or an advanced degree.

Responsibilities

Own the servicing and collections operating model and roadmap, translating portfolio volume and loss forecasts into staffing, process, and system plans.
Build the business case for technology platforms and lead their selection, implementation, and optimization as needed.
Define segmentation, treatment, and contact-channel strategies to maximize cure and recovery while controlling cost-to-collect.
Partner with credit, finance, customer service, product, and technology leaders to align servicing and collections strategy with portfolio performance and growth targets.
Lead day-to-day loan servicing, including payment processing, ACH and card handling, autopay, payoffs, payment research, disputes, and account maintenance.
Establish and enforce service-level standards for inbound and outbound contact, response times, and issue resolution.
Design the borrower experience across the loan lifecycle to reduce friction, avoidable contacts, and complaints.
Own servicing accuracy and controls, including payment application, statementing, and system-of-record integrity.
Direct the full delinquency lifecycle, from early-stage and late-stage delinquency through pre-charge-off and post-charge-off recovery.
Develop hardship, deferment, settlement, and loss-mitigation programs to help borrowers stay on track and reduce net losses.
Manage roll rates, cure rates, and net flow, and establish queuing, prioritization, and dialer strategies to achieve targets.
Oversee third-party collection agencies and debt-sale relationships, including selection, performance management, and oversight.
Build, coach, and scale servicing and collections teams, from managers and supervisors through front-line agents.
Design the organizational structure, roles, incentive plans, quality-assurance program, and career paths for a growing operation.
Set performance expectations, run regular review cycles, and develop bench strength for future growth.
Foster a culture that balances portfolio performance with fair and respectful borrower treatment.
Ensure servicing and collections practices comply with applicable federal and state laws and regulations.
Build policies, procedures, call monitoring, and complaint-management processes that support internal audits, regulatory exams, and bank-partner oversight.
Partner with compliance, legal, and risk teams to remediate issues and keep controls current as products and regulations change.
Own audit readiness and serve as the operational point of contact for servicing and collections during exams and reviews.
Define KPIs and build dashboards that provide leadership with visibility into servicing performance, delinquency, recovery, and cost-to-collect.
Use data to identify root causes, test treatments, and continuously improve cure and recovery outcomes.
Ensure systems, integrations, and data flows support accurate reporting and scale without manual workarounds.