Associate Director, Loan Servicing and Collections

The J.G. Wentworth Company; United States; Remote; USD 180,000 - 210,000; Full time

Job summary

JG Wentworth is seeking an Associate Director of Loan Servicing & Collections to own the post-origination lifecycle from funding through payoff. The role combines hands-on operational leadership with strategic design to scale the portfolio to multiple times its current size while balancing customer experience, loss mitigation, and compliance.

You will design operating models, stand up processes and systems, and lead teams executing them, partnering with credit, finance, and tech to align

Qualifications

• 8+ years in consumer lending operations, incl. 4+ years leading servicing/collections teams.
• Proven experience scaling a servicing or collections function, not just running a mature one.
• Deep regulatory knowledge: FDCPA, Regulation F, UDAAP, FCRA, TCPA, SCRA, ECOA, state laws.

Responsibilities

• Own the servicing and collections operating model and the roadmap to scale with portfolio growth.
• Lead selection, implementation, and optimization of technology platforms as needed.
• Define segmentation, treatment, and channel strategy to maximize cure and recovery while controlling costs.
• Partner with credit, finance, customer service, product, and technology to align servicing strategy with performance targets.
• Lead day-to-day loan servicing activities: payments, ACH, autopay, payoffs, disputes.
• Establish service-level standards for inbound/outbound contact and response times.
• Design borrower experience across the loan lifecycle to reduce friction and complaints.
• Direct the full delinquency lifecycle from early-stage to post-charge-off recovery.
• Develop hardship, deferment, settlement, and loss-mitigation programs.
• Manage roll rates, cure rates, and net flow; optimize dialer strategy and queues.
• Oversee third-party agencies and debt-sale relationships; monitor performance.
• Build and scale teams; design org structure, roles, incentive plans, and career paths.
• Ensure compliance with FDCPA, Regulation F, UDAAP, FCRA, TCPA, SCRA, ECOA, and licensing requirements.
• Partner with compliance, legal, and risk to remediate issues and maintain controls.
• Own audit readiness and act as the operational point of contact during exams and reviews.
• Define KPIs and dashboards for real-time visibility into performance and cost-to-collect.
• Use data to identify root causes, test treatments, and improve outcomes.

Skills

Analytical skills

Leadership

Regulatory knowledge

Strategic thinking

Cross-functional collaboration

Data-driven decision making

Tools

Servicing platform

Dialer

Payment systems

Collections platform

Job description

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.