Remote Associate Director, Loan Servicing & Collections

J.G. Wentworth Co.; United States; Remote; USD 150,000 - 210,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Analytical skills

Leadership

Cross-functional collaboration

Education

Advanced degree

Certifications (collections or compliance)

Tools

Servicing platform

Dialer

Payment systems

Collections platforms

Job description

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