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Best Egg · 1 day ago

Sr. Director of Servicing & Collection

United States

Full-time

Remote

Senior Level, Lead/Staff

$200K/yr - $250K/yr

10+ years exp

Best Egg is a market-leading, tech-enabled financial platform focused on helping individuals build financial confidence through a range of lending solutions and financial health tools. The Sr. Director of Servicing & Collections will lead the customer service delivery and collections vertical for consumer lending products, overseeing internal teams and collaborating across functions to optimize collections initiatives and improve customer outcomes.

Financial ServicesFinTechLending

Comp. & Benefits

Responsibilities

Lead day-to-day operations of internal servicing and collections teams to ensure high-quality customer interactions, effective loss mitigation, and strong compliance execution

Oversee domestic and nearshore strategic vendor relationships to ensure alignment with performance, quality, and regulatory standards

Partner with Workforce Management and Operations Strategy to optimize staffing, dialer strategies, and channel contact methodologies

Embed continuous process improvement practices to drive efficiency and scalability

Collaborate in the design and implementation of comprehensive collections strategies across all delinquency stages (early, mid, late, pre-charge-off) to optimize collections and cure rates

Drive the evolution of digital-first, omni-channel collections, including SMS, email, IVR, chat, self-service portals, and AI-powered engagement tools

Partner with product, credit risk, and technology teams to improve the servicing value proposition, optimize digital capabilities, and enhance flexible payment solutions

Monitor portfolio trends, economic indicators, customer behavior, and treatment performance to influence strategic adjustments

Use insights from data analysis to identify performance gaps, emerging risks, and opportunities for optimization

Deliver clear, actionable updates to executive leadership on portfolio trends and strategic recommendations

Ensure adherence to regulatory requirements (FDCPA, UDAAP, FCRA, TCPA) and internal policies by maintaining a strong first line of defense control environment

Partner closely with Compliance, Legal, and Risk teams to anticipate and address regulatory changes, audit findings, and operational risks

Implement and maintain operational controls, QA programs, and compliance monitoring frameworks across internal teams and vendors

Serve as a senior advisor to the COO and executive team on collections strategy, loss performance, market conditions, and consumer financial health

Influence broader operational strategy through insights related to customer behavior, insights, and lifecycle risk

Lead, mentor, and develop directors, managers, and operational professionals

Foster a culture of accountability, collaboration, continuous learning, and performance excellence

Maintain strong relationships with internal and external stakeholders, acting as a trusted subject matter expert in servicing, collections, and loss mitigation

Communicate complex analytical and strategic concepts in clear, concise terms to senior leadership and cross-functional partners

Qualification

Consumer lending expertiseCollections strategy developmentRegulatory compliance knowledgeData analysis skillsOperational leadershipVendor managementLeadership skillsCommunication skillsInterpersonal skills

Required

Bachelor's degree in Business, Finance, Operations, or related field; Master's degree preferred

10+ years of experience in consumer lending servicing/collections leadership, including strategy, operations, and vendor management

Extensive knowledge of collections regulations (FDCPA, UDAAP, TCPA, FCRA) and compliance requirements

Demonstrated ability to develop and execute strategic initiatives that improve performance and drive measurable business impact

Strong analytical skills with experience interpreting complex datasets and developing actionable insights

Exceptional leadership, communication, and interpersonal skills, with the ability to influence and collaborate across all organizational levels

Experience managing internal teams and external vendor networks in both digital and traditional voice environments

Benefits

Pre-tax and post-tax retirement savings plans with a competitive company matching program

Generous paid time-off plans including vacation, personal/sick time, paid short--term and long-term disability leaves, paid parental leave, and paid company holidays

Multiple health care plans to choose from, including dental and vision options

Flexible Spending Plans for Health Care, Dependent Care, and Health Reimbursement Accounts

Company-paid benefits such as life insurance, wellness platforms, employee assistance programs, and Health Advocate programs

Other great discounted benefits include identity theft protection, pet insurance, fitness center reimbursements, and many more!

Company

Best Egg

Best Egg is a consumer financial technology platform that aims to help people feel more confident about their everyday finances through a suite of products and resources.

Founded in 2013

Wilmington, Delaware, USA

501-1000 employees