Senior Operations Manager, Servicing & Collections

Figure Lending • Charlotte, NC

1d • Hybrid

About The Position

The Senior Operations Manager within Customer Operations will lead the strategic direction and operational management of the mortgage loan servicing and collections functions. This role is critical for ensuring efficient loan servicing processes, maintaining regulatory compliance, and optimizing collections strategies to minimize delinquency and loss while enhancing customer satisfaction. The incumbent will ensure our collections and default strategies are effective, by leveraging various methodologies to engage customers who are experiencing a financial hardship and designing programs and optimal solutions which ultimately lead to a long term path to cure the outstanding delinquency. This individual will ensure our people, processes, and systems are harmonized and simplified, providing end-to-end transparency, and align KPIs to value to all key stakeholders (Customer, Company, Community and Investors).

Requirements

• Minimum of ten (10) years in the financial service / consumer lending industry (preferably mortgage or HELOC experience).
• Minimum of five (5) years in a leadership position in at least two of the following areas (Collections/Recovery, servicing administration/Operations)
• Bachelor’s degree preferred
• Knowledge and experience in service operations strategies, strategic planning, principle and execution.
• Demonstrated ability to analyze, interpret and manage data and develop executive summary reports and conduct presentations.
• Develop, implement and monitor performance KPIs, SLAs and vendor performance metrics.
• Familiarity with Federal, State and Local regulations as it pertains to the Loan Origination, Servicing and Collections.
• Leadership skills with strong interpersonal skills including coaching staff and handling conflict resolution, implementing initiatives or projects, and collaborating with other professional and non-clinical staff required.
• Demonstrated financial analysis with basic accounting principles required.
• Process improvement skills.
• Ability to evaluate activities and support related corporate strategies.
• Communication, analytical, problem-solving and decision-making skills with the ability to comprehend and suggest modifications to technical computerized systems.
• Strategic thinker with strong hands-on leadership skills with the ability to influence and persuade others across organizational boundaries.
• Experience managing a geographically dispersed workforce
• Proven experience managing third-party service providers/vendor management

Nice To Haves

• Collection and Default Management improvement strategies
• Valid NMLS License and/or the ability to obtain state-specific required servicing and collections licenses in all 50 states within 180 days of employment.
• Experience with operating and working with various lending (Loan Originations and Servicing) systems
• Experience with automated dialer platform/systems and the associated data structures
• Experience working in a start-up and/or consulting environment
• Experience using Notion and Google Suite (Docs, Sheets, Slides)

Responsibilities

• Develop and execute the strategic vision for mortgage loan servicing and collections, ensuring alignment with corporate goals and market trends.
• Manage mortgage servicing operations, including payment processing, escrow, complaint management, account maintenance, customer service, and collections efforts for delinquent accounts.
• Design and implement effective collections strategies and processes that balance customer service with recovery objectives, aiming to reduce delinquency rates, delinquency roll rates and maximize recoveries.
• Ensure adherence to all applicable federal, state, and local regulations governing mortgage servicing and collections, including compliance with guidelines from agencies such as the CFPB and FDCPA.
• Lead, mentor, and build a high-performing team, fostering a culture of excellence, accountability, and continuous improvement in both servicing and collections.
• Monitor key performance indicators (KPIs) and conduct data analysis to identify trends, inform decision-making, and drive operational improvements in servicing and collections.
• Collaborate with underwriting, risk management, and legal teams to ensure seamless operations and effective resolution of servicing and collections issues.
• Identify and assess risks related to loan servicing and collections; develop strategies to mitigate these risks and enhance operational resilience.
• Define and execute policies and procedures to facilitate an enthusiastic, holistic, and effective collections model with a customer-centric approach.
• Identify initiatives and improvements in technology, systems, and policies to enhance service and employee retention; work collaboratively across functions to design and implement initiatives.
• Proactively evolve culture through providing feedback, ongoing monitoring, and coaching to develop highly effective team
• Participate as a member of the Lending Operations and Servicing Leadership team; partner with other key stakeholders to champion, develop, and communicate a consistent strategic platform, mission, and purpose for the organization
• Partner, communicate, and facilitate collaborative interactions with peer organizations to ensure objectives, tactics, and long-term strategies are aligned and executed appropriately to achieve business goals.
• Manage the reconciliation of vendor reports for data inaccuracies or discrepancies.
• Support data alignment initiatives and data validation with our vendors for the servicing portfolio.
• Support leadership team in systems / operations processes, customer relations & issue resolution, if escalation required

Benefits

• Comprehensive medical, dental, and vision coverage, with 100% employer-paid premiums for employees and their dependents on select plans
• Company HSA, FSA, Dependent Care FSA, 401(k), and commuter benefits
• Employer-paid life and disability insurance
• 11 observed holidays and PTO plan
• Up to 12 weeks of paid family leave
• Continuing education reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Senior