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Figure
Director Servicing and Collections
atĀ Figure
11 months ago | 636 views | Be the first one to apply

Director Servicing and Collections

Full-time
Remote
Per year
$125,000 To $175,000

About the company

About Figure Figure is transforming the trillion dollar financial services industry using blockchain technology. In three short years, Figure has unveiled a series of fintech firsts using the Provenance blockchain for loan origination, equity management, private fund services, banking and payments sectors - bringing speed, efficiency and savings to both consumers and institutions. Today, Figure is one of less than a thousand companies considered a unicorn, globally. Our mission requires us to have a creative, team-oriented, and supportive environment where everyone can do their absolute best. The team is composed of driven, innovative, collaborative, and curious people who love architecting ground-breaking technologies. We value individuals who bring an entrepreneurial mindset to every task and will embrace our culture of innovation. Every day at Figure is a journey in continuous learning yet a daily focus on getting work done that makes a difference. Join a team of proven leaders who have already created billions of dollars in value in the FinTech space!

Job Summary

What You Will Do

šŸ“Develop and execute on the strategy of the Figure Servicing Operations team šŸ“Lead, develop and motivate a multi-site Customer Support team to deliver to established goals, objectives and KPIs šŸ“Accept accountability for customer service, delinquency prevention, and roll rate objectives šŸ“Identify and react to data-driven insights on Key Performance Indicators (KPI) and standardized business metrics šŸ“Identify initiatives and improvements in technology, systems, and policies to enhance service and employee retention; work collaboratively across functions to design and implement initiatives šŸ“Partner with product on practical project solutions regarding system feature/functionality and/or process enhancements. šŸ“Manage dashboards and reports to leadership šŸ“Continue to develop and implement methods to record, assess, and analyze customer feedback across their journey šŸ“Lead, manage, and develop direct and indirect team members to increase talent, diversity, capabilities, and drive performance šŸ“Participate in the recruitment of industry-leading talent to build a high-performing team šŸ“Examines daily workload volumes to prioritize work efforts and maximize return on investment. šŸ“Directs guides and influences staff in handling all types of situations to determine the most effective method of operation šŸ“Handle internal human resource matters such as reviews, promotions, disciplinary actions, terminations, etc., in conjunction with that department. šŸ“Able to resolve problems or situations using company or standardized procedures and policies, and comply with laws and regulations, such as the Fair Debt Collections and Practices Act (FDCPA), Grahm-Leach-Bliley (GLB), Telephone Consumer Protection Act (TCPA), and Fair Credit Reporting Act (FCRA) . šŸ“Participate as a member of the Lending Operations and Servicing šŸ“Senior Leadership team; partner with other key stakeholders to champion, develop, and communicate a consistent strategic platform, mission, and purpose for the organization šŸ“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. šŸ“Manage and implement department budget šŸ“Support leadership team in systems / operations processes, customer relations & issue resolution, if escalation required

What We Look For

šŸ“Bachelorā€™s degree is required and masters is preferred. šŸ“Minimum of eight (8) years in the financial service/ lending industry with five (5) years mortgage or HELOC experience. šŸ“Minimum of five (5) years in a leadership position for large servicing/collections operations center šŸ“Proven ability to successfully manage a large and growing team and meet or exceed corporate objectives šŸ“Strategic thinker, strong hands-on leadership skills with the ability to influence and persuade others across organizational boundaries. šŸ“Deep understanding of industry metrics, best practice operations and cutting edge technologies to provide excellent customer service and effective delinquency management šŸ“Ability to excel with metrics based KPIs, meet critical deadlines and to multi-task and manage time and resources efficiently across multiple objectives šŸ“Knowledge and proven success in loan servicing (preferably mortgage or HELOC), collections operations strategies, strategic planning, and execution. šŸ“Familiarity with Federal, State and Local regulations as it pertains to loan servicing and collections šŸ“Successful operating experience with omnichannel communications, šŸ“ACD/IVR and staff scheduling software šŸ“Valid NMLS Servicing/ Collections License (s) and/or the ability to obtain state specific license in all required states within 180 days of employment. šŸ“Demonstrated comfort and confidence in presenting to investors šŸ“Demonstrate strong verbal and written communication skills including presentations for internal/external stakeholders. šŸ“Demonstrated ability to evaluate activities and support related corporate strategies. šŸ“Demonstrated communication, analytical, problem solving and decision-making skills with ability to comprehend and suggest modification to technical computerized systems. šŸ“Demonstrated proven success managing a geographically dispersed workforce šŸ“Ability to travel up to 25% of the time

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