About The Role: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. Reporting to the Chief Credit Risk Officer, 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.
Strategy and Executive Accountability:- 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.
Servicing Operations and Customer Outcomes:- 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.
Collections and Recovery Strategy:- 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.
Risk, Compliance, Controls, and Quality:- 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.
Performance, Economics, and Management Information:- 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.
Technology, Third Parties, and Operational Resilience:- 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.
Organization and Leadership Capability:- 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
Who You Are:- 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).
Why You'll Love Working at DigniFi:- High-growth opportunity with terrific upside potential.
- Founded to provide aid to people when they unexpectedly need help...responsible, respectful, and transparent access to a better financial future for our customers.
- Excellence-driven organization that values work/life balance.
- We're a tight-knit team that values collaboration and genuinely loves working together.
What's In It for You: - Up to 80% Employer-Paid Premiums for Medical, Dental and Vision Insurance
- Long-term Disability Insurance
Where You Will Work: This position is located in our Irving Office.
