Director, Credit Service Operations

Altisource•Paintsville, KY

3d•Remote

About The Position

Lenders One is seeking an experienced leader to oversee the strategic growth, operational performance, vendor management, and member engagement of its credit reporting and related service offerings. The Director leads the day-to-day operations of Lenders One Credit and drives initiatives to increase member adoption, improve service delivery, expand products, and strengthen relationships with credit bureaus, data providers, verification vendors, technology partners, and mortgage industry stakeholders. The role oversees strategic planning and business growth; credit operations and performance; vendor and partner relationships; member and client relationships; product management and implementation; compliance and risk management; team development; and industry representation. The Director is expected to serve as a trusted advisor to members and partners, while developing programs that generate revenue, increase efficiency, and deliver measurable value. Within the first 12 months, success includes increasing adoption of Lenders One Credit solutions, improving operational efficiency, enhancing member satisfaction and retention, and strengthening Lenders One's position in credit, verification, and risk management solutions.

Requirements

Bachelor's degree in Business Administration, Finance, Mortgage Banking, Operations Management, or a related field.
At least 10 years of experience in mortgage lending, credit services, credit reporting, verification services, or related financial services operations.
At least 5 years of leadership experience managing operational teams, vendor relationships, or business units.
Extensive knowledge of mortgage origination, underwriting processes, credit data, and verification solutions.
Proven success managing strategic vendor partnerships and enterprise-level client relationships.
Strong financial, analytical, and operational management skills.
Experience developing and executing growth strategies, operational improvements, and service enhancements.
Exceptional communication, presentation, negotiation, and relationship management skills.
Experience using CRM systems, reporting tools, and operational analytics platforms.

Nice To Haves

Experience with credit bureaus, credit resellers, credit reporting agencies, or mortgage technology providers.
Knowledge of FCRA, RESPA, TRID, and mortgage regulatory requirements.
Experience working with mortgage cooperatives, lender networks, credit unions, or community banks.
Familiarity with LOS platforms, workflow automation tools, and vendor management systems.
MBA or advanced industry certifications.

Responsibilities

Develop and execute the strategic vision for Lenders One's credit services platform, including credit reporting, rescore services, verification products, fraud prevention, flood certifications, and monitoring solutions.
Identify market opportunities, industry trends, technologies, and product enhancements; drive initiatives that increase member utilization, revenue, and profitability.
Collaborate with executive leadership on annual business objectives, operational targets, and growth strategies; develop business cases, financial models, and strategic recommendations.
Lead Lenders One Credit's operations and establish policies, procedures, workflows, performance standards, and service quality measures.
Monitor service level agreements, quality metrics, turnaround times, and customer satisfaction, using analytics and reporting to identify improvement opportunities and risks.
Implement process improvements to streamline operations, reduce costs, increase automation, and improve member experience.
Manage relationships with credit bureaus, verification providers, fraud detection vendors, flood certification companies, compliance providers, LOS partners, and technology vendors.
Negotiate contracts, pricing, service agreements, and partnerships; review vendor performance, establish KPIs, and evaluate and onboard providers.
Build executive-level relationships with mortgage lenders, banks, credit unions, and financial institutions, and provide consultative guidance on credit reporting, verification, regulatory developments, and operational practices.
Partner with sales and business development teams on member acquisition, retention, and expansion; conduct member business reviews and identify opportunities to deliver additional value.
Resolve escalated operational issues promptly and ensure exceptional member service.
Collaborate with technology, product, and vendor partners to enhance integrations and member workflows; lead implementation of solutions, services, platforms, and process improvements.
Gather member feedback to prioritize enhancements and innovations, and support training materials, implementation guides, procedures, and member communications.
Ensure credit services integrate seamlessly with mortgage origination workflows and loan operating systems.
Maintain knowledge of mortgage lending regulations, credit reporting requirements, FCRA, data privacy standards, and industry best practices; ensure operational and internal compliance.
Partner with legal, compliance, and information security teams to mitigate operational and vendor risk, and develop controls supporting audit readiness.
Recruit, mentor, and develop operational staff; set performance expectations, goals, and development plans, and foster accountability, collaboration, innovation, and customer service.
Lead cross-functional initiatives involving operations, technology, sales, compliance, finance, and executive leadership.
Represent Lenders One at conferences, industry events, member meetings, and partner engagements; participate in speaking opportunities, webinars, advisory boards, and networking events.
Stay informed about industry developments, regulatory changes, technology advancements, and competitive trends.