Associate Director, Loan Servicing and Collections

JG Wentworth; United States; À distance; USD 150 000 - 210 000; Plein temps

Résumé du poste

JG Wentworth is seeking an Associate Director to own the post-origination loan servicing lifecycle end to end, from funding through payoff, across delinquency and recovery. This is a builder’s role to design the operating model, stand up processes, systems, and metrics, and then lead teams to scale as the portfolio grows.

You will balance customer experience, loss mitigation, unit economics, and compliance while growing the operation and partnering with cross-functional leaders to align strategy

Qualifications

• 8+ years in consumer lending operations, including 4+ years leading servicing and/or collections teams.
• Proven experience building or scaling a servicing or collections function.
• Deep working knowledge of consumer-lending regulatory framework: FDCPA, Regulation F, UDAAP, FCRA, TCPA, SCRA, GLBA, and state laws.

Responsabilités

• Own the servicing and collections operating model and the roadmap to scale it as the portfolio grows, translating volume and loss forecasts into staffing, process, and system plans.
• Build the business case for, and lead selection, implementation, and optimization of technology platforms.
• Define segmentation, treatment, and channel strategy to maximize cure and recovery while controlling cost-to-collect.
• Partner with credit, finance, customer service, product, and technology leaders to align servicing and collections strategy with portfolio performance and growth targets.
• Lead day-to-day loan servicing: payment processing, ACH and card handling, autopay, payoffs, payment research, disputes, and account maintenance.
• Establish service-level standards for inbound/outbound contact, response times, and issue resolution.
• Design borrower experience across loan lifecycle, reduce friction, avoidable contacts, and complaints.
• Own servicing accuracy and controls, including payment application, statementing, and system-of-record integrity.
• Direct the full delinquency lifecycle — early-stage, late-stage, pre-charge-off, and post-charge-off recovery.
• Develop hardship, deferment, settlement, and loss-mitigation programs to reduce net losses.
• Manage roll rates, cure rates, and net flow; implement queueing, prioritization, and dialer strategy.
• Oversee third-party collection agencies and debt-sale relationships from selection through performance management and oversight.
• Build, coach, and scale the servicing and collections teams; design org structure, roles, incentive plans, QA, and career paths.
• Set performance expectations, run reviews, and develop bench strength for growth.
• Shape a culture balancing portfolio performance with fair, respectful borrower treatment.
• Ensure servicing and collections comply with FDCPA, Regulation F, UDAAP, FCRA, TCPA, SCRA, GLBA and state laws.
• Build policies, procedures, call monitoring, and complaint-management processes for audits and regulatory exams.
• Partner with compliance, legal, and risk to remediate issues and keep controls current.
• Own audit readiness and serve as operational point of contact for exams.

Connaissances

Analytical skills

Leadership

Cross-functional collaboration

Formation

Advanced degree

Certifications (collections or compliance)

Outils

Servicing platform

Dialer

Payment systems

Collections platforms

Description du poste

Associate Director, Loan Servicing & Collections

Location: Remote (US)

JG Wentworth is scaling its unsecured personal loan portfolio, and we are hiring an Associate Director, Loan Servicing & Collections to own the post-origination loan lifecycle end to end — from funding through payoff, and across every stage of delinquency and recovery.

This is a builder’s role. You will design the operating model and stand up the processes, systems, and metrics a fast-growing book requires, then lead the teams that execute them. You will pair hands‑on operational leadership with the strategic thinking to anticipate what the portfolio needs at two and five times its current size — balancing customer experience, loss mitigation, unit economics, and compliance as we grow.

Responsibilities

Strategy & Scaling

• Own the servicing and collections operating model and the roadmap to scale it as the portfolio grows, translating volume and loss forecasts into staffing, process, and system plans.
• Build the business case for, and lead the selection, implementation, and optimization of, technology platforms, as needed
• Define the segmentation, treatment, and channel strategy (call, SMS, email, digital self‑service) that maximizes cure and recovery while controlling cost‑to‑collect.
• Partner with credit, finance, customer service, product, and technology leaders to align servicing and collections strategy with portfolio performance and growth targets.

Servicing Operations

• Lead day‑to‑day loan servicing: payment processing, ACH and card handling, autopay, payoffs, payment research, disputes, and account maintenance.
• Establish and hold service‑level standards for inbound and outbound contact, response times, and issue resolution.
• Design the borrower experience across the loan lifecycle, reducing friction, avoidable contacts, and complaints.
• Own servicing accuracy and controls, including payment application, statementing, and system‑of‑record integrity.

Collections & Recovery

• Direct the full delinquency lifecycle — early‑stage, late‑stage, pre‑charge‑off, and post‑charge‑off recovery.
• Develop hardship, deferment, settlement, and loss‑mitigation programs that keep borrowers on track and reduce net losses.
• Manage roll rates, cure rates, and net flow, and put in place the queuing, prioritization, and dialer strategy to hit them.
• Oversee third‑party collection agencies and debt‑sale relationships, from selection through performance management and oversight.

Team Leadership & Development

• Build, coach, and scale the servicing and collections teams, from managers and supervisors through front‑line agents.
• Design the org structure, roles, incentive plans, quality‑assurance program, and career paths a growing operation needs.
• Set clear performance expectations, run a regular review cadence, and develop bench strength for the next stage of growth.
• Shape a culture that balances portfolio performance with fair, respectful borrower treatment.

Compliance, Risk & Controls

• Ensure servicing and collections practices comply with FDCPA, Regulation F, UDAAP, FCRA, TCPA, SCRA, ECOA, GLBA, and applicable state licensing and debt‑collection laws.
• Build the policies, procedures, call monitoring, and complaint‑management processes that stand up to internal audit, regulatory exams, and bank‑partner oversight.
• Partner with compliance, legal, and risk to remediate issues quickly and keep controls current as products and regulations change.
• Own audit readiness and serve as the operational point of contact for servicing and collections in exams and reviews.

Data, Reporting & Systems

• Define the KPIs and build the dashboards that give leadership real‑time visibility into servicing performance, delinquency, recovery, and cost‑to‑collect.
• Use data to find root causes, test treatments, and continuously improve cure and recovery outcomes.
• Ensure systems, integrations, and data flows support accurate reporting and scale without manual workarounds.

Qualifications

• 8+ years in consumer lending operations, including 4+ years leading servicing and/or collections teams.
• Proven experience building or materially scaling a servicing or collections function — not only running a mature one.
• Deep working knowledge of the consumer‑lending and debt‑collection regulatory framework: FDCPA, Regulation F, UDAAP, FCRA, TCPA, SCRA, and state licensing and debt‑collection requirements.
• Track record of leading and developing multi‑layer teams and consistently hitting performance targets.
• Hands‑on experience selecting and managing technology, i.e. servicing, dialer, payment, and collections platforms, and overseeing third‑party agencies or debt sales.
• Strong analytical skills: fluency with the metrics that drive a loan book (roll rates, cure rates, net flow, recovery, cost‑to‑collect) and the ability to turn data into action.
• Sound judgment balancing portfolio performance, customer experience, and compliance.

Preferred Qualifications

• Experience in a high‑growth fintech, specialty finance, or bank‑partnership (sponsor‑bank) lending environment.
• Direct experience with unsecured personal loan products.
• Experience standing up new systems or migrating platforms.
• Experience operating within a bank‑partner oversight framework and supporting regulatory exams.
• Relevant certifications (e.g., collections or compliance certifications) and/or an advanced degree.