Vice President Collections – REMOTE

LoanCare

2d • Remote

About The Position

The Vice President of Collections is responsible for leading and overseeing all call center operations related to collections across multiple servicing locations. This executive role drives strategic initiatives to enhance customer experience, optimize performance metrics, and ensure regulatory compliance. The VP will lead a high-performing team, manage staffing and operational expenses, and serve as the primary escalation point for complex issues.

Requirements

• High School Diploma or equivalent required.
• Bachelor’s degree in business administration, finance or a related field, or an equivalent combination of education and experience.
• 7+ years of overall leadership experience and Call Center leadership with increasing responsibility levels required.
• 10+ years’ experience in mortgage servicing or financial services with a strong background in Collections and Customer Service.
• Knowledge of state and federal laws and regulations applicable to mortgage and consumer lending. Considerable knowledge of loan servicing practices.
• Leadership and management skills with the ability to motivate, mentor, train, coach, evaluate performance, and lead a multi-functional staff in a fast-paced, dynamic environment.
• Experience with telephone, VRU, workforce management systems, agent performance, and customer-facing web applications.
• Ability to enter and to extract data in a computer database for the purpose of researching and resolving customer inquiries.
• Consistent focus on the customer and customer experience.
• Strong communication skills with ability to communicate effectively both in writing and orally, in person and by telephone, with all levels of the organization and with all external parties.
• Strong people skills and people management skills.
• Demonstrated ability to collaborate and foster teamwork.
• Problem solving and critical thinking skills.
• Demonstrated ability to take initiative.
• Strong “Service that Exceeds Expectations” focus.
• Intermediate MS Office skills.
• Ability to deliver impactful and thoughtful presentations.
• Ability to build rapport and make unpopular decisions when necessary.
• Thrive in fast paced changing environments.

Nice To Haves

• Bachelor’s Degree preferred or equivalent experience required.

Responsibilities

• Leadership and oversite of all call center management and staff for Collections at all servicing locations, as well as associated vendor relationships.
• Lead and develop a team that reflects our core values, as well as manage staffing levels and associated expenses.
• Implement strategy and tactics to continuously improve KPIs that improve the customer experience throughout all channels.
• Review the daily statistics across all agents to ensure compliance with all set metrics and measurements of the call center.
• Function as the executive escalation point for team members.
• Maintain and improve Customer Experience operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Participate in strategic initiatives; provide insights on customer and team member impact of organizational initiatives.
• Understand and comply with all applicable federal and state laws and regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) as well as investor, government, client and LoanCare policies and procedures.
• Ensure that employees, processes, and procedures under area of supervision comply with all applicable federal and state laws and regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and LoanCare policies and procedures.
• Through subordinate managers and supervisors, distributes work assignments to call center agents.
• Performs quality control reviews as needed.
• Manages vendors used in conjunction with departments under management as assigned.
• All other duties as assigned.

Benefits

• Optional medical, dental, vision, life, and disability insurance
• Paid holidays, vacation, and sick leave
• Matching 401(k) plan and employee stock purchase plan
• Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
• Programs that celebrate achievements and milestones
• Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: High school or GED