Manager, Servicing & Collections

The J.G. Wentworth Company

12h•Hybrid

About The Position

The Servicing & Collections Manager will lead the loan servicing operations for our personal debt resolution loan portfolio. This is a critical, hands‑on leadership role responsible for overseeing both servicing and collections functions, driving loss‑mitigation performance, and ensuring a best‑in-class customer experience for a near‑prime borrower population. This position has an opportunity to take on strategic responsibilities, including: collections segmentation, process optimization, analytics oversight, and ownership of procedures.

Requirements

Minimum five years of experience in loan servicing and/or collections, with at least two years in a leadership or supervisory role.
Experience working with near‑prime or non‑prime borrowers, particularly in repayment or debt‑resolution contexts.
Strong knowledge of loan servicing standards, including regulatory expectations and industry best practices.
Demonstrated ability to manage remote, globally distributed teams.
Proven success in improving delinquency outcomes, reducing losses, or optimizing collections strategies.
Excellent analytical, communication, and problem‑solving skills.
Highly organized, disciplined, and capable of scaling operations in a fast‑growing environment.

Nice To Haves

Experience with debt‑resolution repayment programs and/or familiarity with Nortridge is a plus

Responsibilities

Recruit, train, mentor, and develop servicing and collections staff
Establish performance metrics and quality assurance standards.
Foster a culture of empathy, accountability, and continuous improvement.
Oversee loan servicing, including payment processing, customer support, account maintenance, credit bureau disputes, and compliance-driven operational tasks.
Lead early‑ and late‑stage collections, focusing on customer‑centric outreach and effective loss mitigation.
Build and maintain SOPs, training guides, and QA procedures.
Implement process controls aligned with CFPB servicing standards, FDCPA requirements, UDAAP considerations, and internal policies.
Collaborate with cross-functional partners on special servicing scenarios.
Partner with Credit Team to refine collections strategies.
Identify root‑cause trends and recommend policy or workflow changes to improve credit outcomes and operational efficiency.
Support forecasting, capacity planning, and long‑term portfolio optimization.
Drive standardization and automation of high‑volume processes.
Partner with Engineering and Product teams to improve system functionality.