Senior Operations Manager, Servicing & Collections

You will manage the mortgage loan servicing and collections operations to ensure compliant, efficient processing and favorable customer outcomes. You will lead a high performing team, set KPIs, monitor metrics, and drive improvements across servicing and collections. You will collaborate with underwriting risk management and legal teams to resolve issues and mitigate risk. You will design policies and processes to balance customer service with recoveries and maintain regulatory compliance.

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 for delinquent accounts.
Design and implement effective collections strategies and processes that balance customer service with recovery objectives to reduce delinquency 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 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 and issue resolution, if escalation required.

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.
Ability to travel up to 25% of the time.

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