Senior Manager, Operations & Servicing (PSA Secured Lending)

Collaborative Solutions•Santa Ana, CA

29d•Remote

About The Position

Collectors is launching a secured consumer lending program. In this role, you will oversee the daily operations and servicing performance of the program within the Collectors Financial Services Team. You will establish, manage, and refine the operational framework supporting credit policy, including servicing playbooks, operating standards, escalation procedures, and daily execution. Key responsibilities include managing valuation and operations personnel, supervising third-party loan servicing, and serving as the decision-maker for complex escalations and loss-mitigation matters. This position requires a builder or start-up mindset, direct operational leadership experience, sound consumer-lending judgment, and a comfort with taking on decision-making authority within an established policy framework. Successful candidates will effectively translate consumer credit policy, KYC/AML requirements, and dispute resolution standards into practical servicing practices. The Senior Manager, Consumer Lending reports to the Senior Director, Financial Services.

Requirements

Strong judgment and escalation discipline, backed by a proven track record of executing against a written policy framework, using discretion inside defined limits, and escalating cleanly when a matter exceeds them.
Owned an outsourced servicing relationship as the accountable party on the client side, managing scorecards, SLA and invoice disputes, formal remediation, and personally exercising contractual oversight rights such as right-to-audit.
Experience in secured lending operations, including leading workouts, handling deficiencies, and conducting collateral sales.
Consumer lending regulatory fluency with a working command of Reg Z, Reg E, FCRA, UDAAP, and Reg F, alongside the discipline to build files that hold up in a regulator or sponsor-bank examination.
Strong written and verbal communication skills, with a habit of thoroughly documenting decisions so that third parties can easily reconstruct them.
Bachelor’s degree required.

Nice To Haves

Secured lending against tangible property, such as auto, marine, aviation, powersports, RV, equipment finance, collectibles, crypto, and small-business lending.
Experience in a bank-partnership (BaaS) or embedded-finance lending environment.
Formal complaint-management or dispute-handling experience.
Knowledge of or genuine passion for collectibles, trading cards, and the broader hobby.

Responsibilities

Own the relationship with our third-party servicing partner as the accountable party on the client side, including performance scorecards, SLA definition and attainment, invoice and dispute resolution, and formal remediation where standards are not met.
Run the oversight program over servicer performance: quality assurance, call monitoring, and file-level testing; exercise contractual oversight rights, including right-to-audit provisions; document findings and drive remediation to closure.
Manage internal valuation staff and on-demand valuation contractors, including sourcing, onboarding, work-product quality control, and turnaround standards.
Draft, maintain, and audit servicing playbooks, procedures, escalation paths, and exception logs, keeping them current as policy and product evolve.
Own resolution of servicing matters that fall outside routine handling or exceed frontline authority, deciding within delegated authority and escalating above it to program leadership.
Execute loss mitigation and workout treatments in accordance with program policy: recommend and document borrower accommodations, approve within delegated authority, and escalate larger-dollar or novel matters.
Administer the collateral liquidation process with a focus on fairness and compliance with applicable law, regulation, and internal policy, and support borrower-directed collateral sales.
Lead dispute adjudication end-to-end, ensuring timely, well-documented, and compliant resolution.
Resolve escalated operational issues affecting collateral status, custody, and servicing, coordinating with internal stakeholders and the servicing partner as needed.
Operate the valuation review and challenge process, escalating disputed values in accordance with the program’s valuation methodology.
Monitor portfolio, credit, and servicing metrics against established program thresholds, and flag breaches promptly to leadership and the appropriate governance forum.
Operate a monitoring and testing program across the servicing operation, including periodic testing of the servicing partner’s work.
Prepare clear, decision-ready reporting for leadership on servicing performance, portfolio health, and operational risk.