Senior Operations Manager - Servicing & Collections

ZipRecruiter; Charlotte (NC); On-site; USD 97,000 - 123,000; Full time

Job summary

A leading financial technology company is seeking a Senior Operations Manager for Customer Operations in Charlotte. This role involves overseeing mortgage servicing and collections, ensuring regulatory compliance, and enhancing customer satisfaction. Ideal candidates will have extensive experience in financial services and demonstrated leadership skills.

Benefits

Comprehensive health, vision, and dental insurance

Employer-funded life and insurance coverage

11 Observed Holidays & PTO plan

Up to 12 weeks paid family leave

Continuing education reimbursement

Qualifications

• Minimum 10 years in financial services or consumer lending.
• 5+ years in leadership roles in collections or servicing.
• Knowledge of federal and state regulations.

Responsibilities

• Lead the strategic direction of mortgage loan servicing.
• Manage collections to minimize loss while enhancing customer satisfaction.
• Ensure regulatory compliance across operations.

Skills

Leadership

Analytical

Problem-Solving

Strategic Thinking

Interpersonal

Financial Analysis

Process Improvement

Communication

Education

Bachelor's degree

Master's degree

Job description

Job DescriptionJob Description

About Figure

Figure is maximizing the value of homeownership in ways that benefit consumers and the industry alike. We're helping homeowners tap their liquidity easily, efficiently and reasonably for purpose-driven, significant expenditures – everything from dream home renovations and debt consolidation to small business formation.

In seven years, we've become the country's #1 non-bank HELOC lender. As a financial technology firm operating at the intersection of regulation and transformation, we're a "unicorn" – a group of fewer than 1000 companies globally that is valued at $1B or more and has been in operation for less than ten years.

Our mission requires us to have a creative, team-oriented, and supportive environment where everyone can do their absolute best. We are motivated, innovative, collaborative, and curious. We value individuals who bring a problem-solving mindset to every task. Every day at Figure is a journey in continuous learning combined with a focus on getting work done that makes a difference. Join us!

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Figure Series D Announcement

About the Role

The Senior Operations Manager within Customer Operations will lead the strategic direction and operational management of the mortgage loan servicing and collections functions. This role is critical for ensuring efficient loan servicing processes, maintaining regulatory compliance, and optimizing collections strategies to minimize delinquency and loss while enhancing customer satisfaction. The incumbent will ensure our collections and default strategies are effective, by leveraging various methodologies to engage customers who are experiencing a financial hardship and designing programs and optimal solutions which ultimately lead to a long term path to cure the outstanding delinquency. This individual will ensure our people, processes, and systems are harmonized and simplified, providing end-to-end transparency, and align KPIs to value to all key stakeholders (Customer, Company, Community and Investors).

Re-location assistance provided, you will need to work out of Charlotte or Reno.

What You'll Do

• Strategic Leadership: Develop and execute the strategic vision for mortgage loan servicing and collections, ensuring alignment with corporate goals and market trends.
• Operational Oversight: Manage mortgage servicing operations, including payment processing, escrow, complaint management, account maintenance, customer service, and collections efforts for delinquent accounts.
• Collections Strategy: Design and implement effective collections strategies and processes that balance customer service with recovery objectives, aiming to reduce delinquency rates and maximize recoveries.
• Regulatory Compliance: 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.
• Team Development and Results Accountability: Lead, mentor, and build a high-performing team, fostering a culture of excellence, accountability, and continuous improvement in both servicing and collections.
• Performance Analysis: Monitor key performance indicators (KPIs) and conduct data analysis to identify trends, inform decision-making, and drive operational improvements in servicing and collections.
• Cross-Department Collaboration: Collaborate with underwriting, risk management, and legal teams to ensure seamless operations and effective resolution of servicing and collections issues.
• Risk Management: Identify and assess risks related to loan servicing and collections; develop strategies to mitigate these risks and enhance operational resilience.

What We Look For

• Bachelor's degree is required and masters is .
• 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).
• 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.
• 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.

What Would Be a Plus

• Collection and Default Management improvement strategies
• Valid NMLS License and/or the ability to obtain state-specific required servicing and collections licenses in all 50 states within 180 days of employment
• Experience with operating and working with various lending (Loan Originations and Servicing) systems
• Experience working in a start-up and/or consulting environment
• Experience using Notion and Google Suite (Docs, Sheets, Slides)

Salary

• Compensation Range: $97,860 - $122,100
• Quarterly 25% bonus target
• Equity stock options package
• This is the compensation range for the United States, actual compensation may vary based on individual candidate experience, location, or evolving business needs

Benefits

• Comprehensive health, vision, and dental insurance with 100% employer-paid premiums for employees and their dependents on select plans
• Company HSA, FSA, Dependent Care, 401k, and commuter benefits
• Employer-funded life and insurance coverage
• 11 Observed Holidays & PTO plan
• Up to 12 weeks paid family leave
• Continuing education reimbursement

Depending on your residential location certain laws might regulate the way Figure manages applicant data. California , please review our California Employee and General Workforce Privacy Notice for further information. By submitting your application, you are agreeing and acknowledging that you have read and understand the above notice.

Figure will not sponsor work visas for this position. In compliance with federal law, all persons hired will be required to verify and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

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