Director of Servicing

Segrera Associates is working with a financial services organization that is looking to hire a Director of Servicing. The Director of Servicing will report to the CFO and Lead a team responsible for all servicing activities related to a growing funding portfolio of approximately $500 million; current team is made up of approximately 20+ individuals both onshore and offshore.

Responsibilities and duties

• Primary functions are twofold: 1) Lead Cash & Investor Accounting team to timely process, post and reconcile daily collections. This team is primarily located offshore and requires a strong level of oversight and control to ensure the collections are posted timely and error free. 2.) Lead Servicing team to accurately and timely service each case to comply with our Servicing Guidelines and best industry practices. This team is primarily made up of paralegals and other individuals with experience in Personal Injury.
• Ensure adherence to company policies, regulatory requirements, and lender agreements. Implement robust controls and monitor compliance to mitigate risk of loss and maximize returns.
• Analyze servicing team performance metrics, identify areas for improvement, and take proactive measures to create efficiencies. Establish quality assurance protocols to ensure the accuracy and integrity of servicing activities, including payment payoff and collection processing and documentation of servicing updates. Conduct regular reviews to maintain high standards of service delivery.
• Provide strong leadership and direction to a diverse team, which includes a Servicing Manager, onshore servicing analyst’s employees, and offshore vendors. Foster a collaborative and high-performance culture that supports the achievement of company & departmental goals and objectives. Set clear goals and expectations, provide ongoing feedback and coaching, and support the professional development of team members.
• Serve as a point of contact for complex servicing issues, collaborating with attorneys and internal stakeholders to resolve matters efficiently and maximize recovery.
• Manage relationships with third-party vendors, including offshore providers involved in servicing operations, ensuring alignment with company standards and contractual obligations.
• Monitor vendor performance, negotiate contracts, and implement service level agreements to uphold quality standards.
• Identify opportunities to leverage technology solutions to enhance servicing operations, improve efficiency, and increase scalability.
• Collaborate with IT teams to implement and integrate systems for payoff and collection processing, data management, document retention, and reporting.
• Other key responsibilities include: Work closely with 1) Accounting and Finance 2) Risk Management 3) Portfolio Management 4) Legal and Compliance
• Enhance servicing guidelines and procedures and develop new processes to optimize efficiency, accuracy and compliance with company polices. Continuously evaluate and update procedures to adapt to changing business needs.

Education, Skill & Experience Requirements

• A minimum of 10+ years of experience in financial services, with prior experience in a leadership role overseeing servicing operations or a similar function.
• A minimum of a BA in relevant field of study.
• Demonstrated track record of success in optimizing servicing processes, improving efficiency, and driving results.
• Excellent communication and interpersonal skills, with the ability to interact effectively with
• internal stakeholders and external partners.
• Familiarity with servicing technology solutions and systems, including loan servicing platforms & Microsoft Dynamics CRM (or similar customer relations management system).
• Strong experience with MS Office (Excel) required.
• Ability to work in a fast-paced environment while maintaining professional, quality work.
• Motivated self-starter, ability to oversee and project manage department workstreams.