VP of Servicing & Collections

CARBO•Fort Worth, TX

About The Position

Equify Financial is seeking a highly experienced and strategic Vice President, Servicing & Collections to lead our client relationship strategy, customer service operations, and collections across the full customer lifecycle. This senior role is critical to driving client retention, service excellence, portfolio performance, and long-term profitability within our equipment finance and commercial lending portfolio. This role will oversee Relationship Management, Customer Service, and Collections, ensuring a high-touch, data-driven client experience while optimizing delinquency management, recovery outcomes, and risk mitigation. The role requires a seasoned leader who can balance strong client advocacy with disciplined portfolio oversight, leverage CRM and analytics to scale operations, and partner cross-functionally to support Equify Financial’s growth.

Requirements

Bachelor’s degree in business, Finance, or a related field required.
10+ years of progressive experience in client relationship management, customer service, collections, or portfolio management within financial services, equipment finance, or commercial lending.
5+ years in a senior leadership role with direct oversight of multiple client-facing and/or collections teams.
Deep knowledge of equipment finance, commercial lending, servicing, and asset recovery with a proven track record of optimizing both client outcomes and portfolio performance.
Demonstrated success driving operational excellence, service transformation, and scalability through CRM platforms (Salesforce expertise strongly preferred).
Strong analytical and data-driven mindset, with the ability to translate insights into actionable strategies.
Executive-level communication, negotiation, and stakeholder management skills.

Nice To Haves

MBA or relevant professional certification (e.g., CCE, CFA, CLFP) preferred.
Experience leading change initiatives in growing or evolving organizations strongly preferred.
Salesforce certifications or hands-on platform customization/administration experience preferred.

Responsibilities

Lead and execute Equify Financial’s end-to-end client relationship, service, and collections strategy, driving customer satisfaction, retention, portfolio performance, and long-term profitability.
Serve as the senior escalation point for complex or high-impact customer service and collections matters, ensuring resolutions align with business objectives, regulatory requirements, and brand standards.
Establish, monitor, and optimize performance standards, KPIs, and service-level metrics across customer service, relationship management, and collections functions.
Develop and oversee comprehensive collections, workout, and recovery strategies to minimize delinquencies, reduce charge-offs, and maximize asset recovery across the portfolio.
Provide senior oversight of all collections operations, including early-stage delinquency management, restructures, negotiations, and third-party recovery efforts.
Analyze portfolio, servicing, and collections data to identify trends, proactively mitigate risk, and continuously improve outcomes through data-driven decision making.
Define, enforce, and evolve collections and servicing policies, procedures, and controls in compliance with all applicable federal and state regulations.
Maintain strong relationships with borrowers, vendors, and external service providers to support effective servicing, negotiations, and recovery processes.
Provide ownership of Salesforce CRM utilization across client lifecycle management, collections workflows, reporting, and service operations.
Partner with technology and operations teams to enhance automation, reporting accuracy, data integrity, and scalability across service and collections platforms.
Ensure all customer service, relationship management, and collections teams are fully trained and equipped to leverage CRM tools, analytics, and standardized processes.
Oversee reporting and analysis of key service and collections metrics, including response and resolution times, call trends, delinquency rates, recovery performance, and portfolio risk indicators.
Identify operational friction points and optimization opportunities to improve client experience, efficiency, and resource allocation.
Collaborate closely with Sales, Credit, Legal, Asset Management, and Executive Leadership to deliver a seamless, consistent customer experience across the full lifecycle.
Contribute to enterprise planning, customer segmentation, and service model evolution as the business scales.
Provide thought leadership on balancing exceptional client experience with disciplined risk management in a growing equipment finance platform.