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Role Overview: Director of Servicing

This position leads the full servicing lifecycle for a consumer or commercial lending portfolio, overseeing activities from account setup through payoff, resolution, or recovery. The Director manages collections, customer support, and supervisory staff while ensuring operational excellence across compliance, portfolio health, and contact center effectiveness. The ideal candidate is a strategic, data-oriented leader with deep experience in servicing and contact center operations who can drive performance and develop high-performing teams.

Primary Focus Areas

Regulatory & Policy Alignment

Ensure servicing practices, communications, and workflows comply with applicable federal and state guidelines, industry standards, and internal policy requirements.

Portfolio Health & Performance

Reduce delinquency and losses while supporting strong cash flow and aligning operational outcomes with organizational goals.

Contact Center Strategy

Optimize staffing models, service levels, resource planning, and operational costs while maintaining compliance and customer experience standards.

Key Responsibilities

Analytics & Performance Oversight

• Monitor servicing and call center performance metrics to identify trends and areas requiring intervention.

• Maintain scorecards and dashboards for teams and individuals.

• Use data to forecast workload, staffing needs, and delinquency patterns while uncovering efficiency opportunities.

• Convert analytical insights into clear operational strategies and action steps.

Team Leadership & Workforce Planning

• Lead, coach, and develop supervisors and front-line teams, fostering accountability and continuous improvement.

• Ensure staffing levels meet business demands through structured hiring and selection processes.

• Strengthen internal leadership pipelines and succession planning.

• Maintain training materials and ensure technical and soft-skill development aligns with department goals.

Operational Excellence

• Standardize procedures and controls throughout the servicing lifecycle to ensure accuracy and consistency.

• Identify inefficiencies and drive targeted process improvements.

• Troubleshoot operational challenges and conduct root-cause analyses to prevent recurrence.

• Work closely with internal partners to ensure smooth onboarding of new portfolios or clients.

Technology & Tools

• Utilize business intelligence platforms and reporting tools to monitor and guide performance.

• Leverage dialer technology and servicing systems to balance workloads and allocate resources effectively.

• Stay informed on emerging technologies-such as AI, automation tools, and speech analytics-and evaluate their relevance to servicing and collections.

Regulatory Compliance & Vendor Oversight

• Maintain up-to-date documentation, policies, and procedures aligned with applicable regulations (e.g., consumer protection, communication rules, privacy/security requirements).

• Review complaint trends and implement proactive corrective measures, including script updates, training enhancements, and system rules.

• Conduct periodic audits and performance reviews of external agencies or servicing vendors.

Client & Stakeholder Relationship Management

• Establish and maintain strong working relationships with internal partners and external clients.

• Collaborate with client-facing teams to ensure servicing operations align with contractual and performance expectations.

• Manage escalations and address complex servicing-related inquiries.

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