What You'll Do:
The Senior Director of Institutional Loan Servicing position is a hands-on role responsible for overseeing the College’s institutional loan portfolio, including iLoan. Reporting to the SVP of Financial Aid, this role works closely with Financial Aid, Finance, Legal/Compliance, Student Services, IT, and Campus Operations to develop and oversee servicing, repayment, and collections strategies for students and graduates by using portfolio data and borrower performance trends to improve repayment outcomes, reduce delinquency, and strengthen portfolio health.
Essential responsibilities:
Program Management & Operations
- Manage the institutional loan program, including iLoan servicing, repayment, collections, and delinquency management.
- Develop collection strategies, repayment solutions, and account treatment plans based on borrower risk and repayment status.
- Analyze portfolio performance through reporting, file reviews, and borrower behavior trends to improve outcomes.
Compliance & Governance
- Establish policies, procedures, controls, and documentation standards for loan servicing and collections.
- Partner with Legal and Compliance to ensure adherence to applicable regulations and maintain audit readiness.
- Monitor regulatory changes and implement process, training, and system updates as needed.
Student Engagement & Repayment Success
- Develop operational workflows and early-intervention strategies to support borrowers and reduce delinquency.
- Collaborate with Financial Aid and campus stakeholders to promote repayment accountability throughout the student lifecycle.
- Ensure servicing practices align with AZCN’s student-focused mission while reinforcing repayment obligations.
Vendor Management
- Oversee third-party servicers, collection agencies, and technology partners, including selection, implementation, performance monitoring, and compliance oversight.
Financial Education & Reporting
- Lead financial literacy initiatives focused on borrowing, budgeting, and repayment success.
- Develop dashboards and executive reports tracking portfolio performance, delinquency trends, recoveries, vendor results, and key repayment metrics.
Analytics, Performance & Executive Reporting
- Monitor and analyze institutional loan and iLoan portfolio performance, including repayment, delinquency, cure, recovery, promise-to-pay, liquidation, complaint, vendor, and loss forecast metrics.
- Develop dashboards, portfolio reviews, and detailed analyses by campus, cohort, delinquency stage, balance range, vendor, and student segment to identify trends, risks, and improvement opportunities.
- Leverage portfolio insights to optimize outreach strategies, payment arrangements, hardship solutions, collection treatments, vendor assignments, and escalation processes to improve repayment outcomes and reduce losses.
Leadership & Cross-Functional Collaboration
- Lead and develop a high-performing servicing and collections team by establishing clear accountability, robust training programs, and consistent quality standards.
- Serve as AZCN’s operational subject matter expert for institutional loan servicing, student receivables, repayment trends, collections strategies, data integrity, loan-level reviews, and operational risk management.
- Collaborate closely with Financial Aid, Finance, IT, Student Services, Compliance, and external partners to translate data insights and account-level findings into effective procedures, training initiatives, system enhancements, and measurable performance expectations.
At Arizona College of Nursing, we believe in a collaborative approach where all colleagues work together towards our shared goals. It's important to note that this list doesn't cover everything you'll be asked to do or need to do. We value adaptability and flexibility as we grow and evolve as an organization.
What We Need From You:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill, and/or ability required.
Must have:
- Bachelor’s degree in business, finance, operations, compliance, higher education administration, or a related field; equivalent senior-level experience may be considered.
- Minimum 8 years of progressive experience in consumer or student-loan servicing, collections, receivables management, repayment operations, portfolio analytics, or a related regulated environment.
- Minimum 3 years leading teams, projects, vendors, or cross-functional workstreams in a director-level or senior manager capacity.
- Demonstrated success building collection strategies, treatment matrices, policies, controls, and performance-management programs.
- Working knowledge of federal and state requirements affecting servicing, collections, consumer communications, privacy, complaints, and third-party oversight.
- Experience selecting, implementing, and governing collection agencies, servicers, technology platforms, or related vendors.
- Strong hands-on analytical skills, including account-level review, file-level analysis, portfolio segmentation, repayment-performance tracking, forecasting, KPI design, budgeting, and executive reporting.
- Strong communication and change-management skills, with the ability to explain data findings, file-level examples, repayment trends, and operational recommendations to senior leaders and cross-functional partners.
- Sound judgment and discretion when handling confidential student and financial information.
Nice to have:
- Master’s degree in business, finance, compliance, higher education, or a related field.
- Experience with institutional student loans, tuition receivables, higher education, or education-finance servicing.
- Experience building a servicing or collections function, implementing a platform, or transforming a multi-state program.
- Relevant professional certification in collections, compliance, credit, risk, or financial counseling.
What We Are Offering You:Salary range of $145,000 - $165,000 commensurate with education, experience, and relatable skills. Dynamic organizational culture within a supportive working environment. Rest and relaxation with generous PTO and holiday benefits. Robust health and welfare benefits package including, but not limited to, medical, dental, and vision. Preparation for the future with a 401(k) and company match. For consideration, only online applications will be accepted. No phone calls, please.
