Vice President of Servicing & Collections

DigniFi•Irving, TX

5d•Onsite

About The Position

The Vice President of Servicing & Collections is accountable for strategy, operating performance, controls, and customer outcomes across the post-origination lifecycle, from account onboarding through payoff, charge-off, or recovery. This leader directs servicing, collections, recovery, quality, workforce, and operating-change priorities; develops leaders and scalable capabilities; and partners with Credit/Risk, Finance, Product/Technology, Operations, Compliance, and Legal to deliver sustainable portfolio performance and fair, consistent customer treatment. The role involves owning the end-to-end Servicing and Collections strategy, translating strategy into measurable objectives, operating priorities, resource requirements, and a sequenced change roadmap. It also requires providing reporting on portfolio trends, customer outcomes, operating performance, capacity, emerging risks, and material exceptions to the CCRO and executive leadership. The position is accountable for the accurate and timely execution of the account-servicing lifecycle, establishing service levels, capacity standards, and owning the customer-escalation process. Additionally, the role involves designing and governing collections and recovery strategy, approving material changes to treatment strategies, and optimizing customer resolution and portfolio outcomes. The VP is the first-line business owner for compliant execution within Servicing and Collections, establishing a risk-based quality-assurance and monitoring framework, and promptly identifying, escalating, containing, and remediating control failures. The role also governs KPI definitions, data quality, dashboards, forecasts, and scorecards, and owns the department's operating plan, budget, workforce-capacity model, and vendor-spend plan. Furthermore, the VP serves as the business owner for Servicing and Collections technology and automation, defines and monitors requirements for third parties, and maintains effective business-continuity, incident-response, manual-fallback, and backup-ownership arrangements. Finally, the VP designs and maintains a scalable organization and workforce model, and builds a strong leadership bench and succession pipeline.

Requirements

Bachelor’s degree in business, Finance, Operations, or related field; advanced degree preferred.
8+ years of progressive experience in loan servicing, collections, and/or recovery operations (consumer lending preferred).
Demonstrated success leading operating cadence and cross‑functional execution in a KPI‑driven environment.
Working knowledge of collections/servicing regulatory considerations (e.g., FDCPA, TCPA) sufficient to partner effectively with Compliance & Legal; does not replace legal interpretation.
Experience managing vendor and tooling performance (dialers, agencies, letter vendors, skip tracing, analytics/BI) and driving escalations to closure.
Strong analytical and problem‑solving skills; ability to translate data into strategy direction and operational action.
Exceptional communication skills (written and verbal) and comfort presenting to senior leadership.
People leadership experience (hiring, developing leaders, performance management, and coaching).
Proficiency with modern collections/servicing systems and reporting tools (e.g., Five9, Peach, Tableau, Excel).

Responsibilities

Own the end-to-end Servicing and Collections strategy, from account onboarding through payoff, charge-off, or recovery, aligned with the company's approved risk appetite, customer commitments, financial plan, and regulatory obligations.
Translate strategy into measurable objectives, operating priorities, resource requirements, and a sequenced change roadmap with clear decision rights and accountable owners.
Provide the CCRO and executive leadership with decision-quality reporting on portfolio trends, customer outcomes, operating performance, capacity, emerging risks, and material exceptions; recommend actions and escalate matters outside delegated authority.
Be accountable for the accurate and timely execution of the account-servicing lifecycle in partnership with the Operations team, including account setup, payment processing, account maintenance, statements and notices, adjustments, disputes, accommodations, payoff, credit furnishing, and account closure, as applicable.
Establish service levels, capacity standards, queue and backlog thresholds, handoff requirements, and escalation triggers that support timely service, operational accuracy, and appropriate customer outcomes.
Own the Servicing and Collections customer-escalation process; ensure complaints and customer-harm indicators are analyzed for root causes and that durable corrective actions and required customer remediation are completed.
Design and govern collections and recovery strategy from early delinquency through default, charge-off, and post-charge-off recovery, including segmentation, treatment paths, contact channels, placement strategy, and escalation criteria.
Establish business policies and delegated authorities for payment arrangements, hardship assistance, fee waivers, settlements, loss-mitigation options, and pre-legal or legal referral, subject to approved risk appetite and Legal and Compliance guidance.
Approve material changes to treatment strategies, dialer and list rules, scripts, communication templates, and decisioning logic through documented change control, required approvals, testing, operational readiness, and post-implementation monitoring.
Optimize customer resolution and portfolio outcomes using balanced measures such as cure rates, roll rates, kept promises, recoveries, losses, cost to collect, complaints, quality, and customer-harm indicators; sponsor controlled experimentation and act on results.
Serve as the first-line business owner for compliant execution within Servicing and Collections.
Partner with Compliance and Legal for interpretation, required approvals, monitoring, and independent challenge, and ensure the business implements approved requirements.
Establish a risk-based quality-assurance and monitoring framework covering customer interactions, including sampling, calibration, critical-error standards, and verified remediation closure.
Promptly identify, escalate, contain, and remediate control failures, operational incidents, customer harm, audit or examination findings, and repeat issues; maintain complete records supporting decisions, approvals, testing, and sustainable closure.
Govern KPI definitions, data quality, dashboards, forecasts, and scorecards to provide a consistent and authoritative view of performance from account onboarding through recovery.
Own the department's operating plan, budget, workforce-capacity model, and vendor-spend plan; partner with Credit/Risk, Finance, and Analytics on portfolio, loss, and recovery forecasts and corrective actions for material variances.
Serve as the business owner for Servicing and Collections technology and automation, including requirements, prioritization, user acceptance testing, operational readiness, control requirements, implementation, and post-launch performance.
Define and monitor the service, quality, control, reporting, and continuity requirements for third parties supporting Servicing and Collections; drive issue remediation while partnering with the COO organization, Procurement, Compliance, and Legal on due diligence, contracting, onboarding, oversight, and termination responsibilities.
Maintain effective business-continuity, incident-response, manual-fallback, and backup-ownership arrangements for critical Servicing and Collections processes.
Design and maintain a scalable organization and workforce model, including roles, spans of control, staffing levels, scheduling, capacity, and backup coverage appropriate to portfolio volume, complexity, service commitments, and risk.
Build a strong leadership bench and succession pipeline; establish balanced performance and incentive expectations and ensure onboarding, refresher, and change-driven training are measured for demonstrated effectiveness.