Best Egg

Senior Director of Servicing & Collection

Best Egg

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $200,000 - $250,000 per year

Job Level

Senior

About the role

  • 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.

Requirements

  • 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!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
data analysiscollections strategyloss mitigationvendor managementregulatory complianceperformance optimizationdigital capabilitiescustomer behavior analysisoperational controlsQA programs
Soft skills
leadershipcommunicationinterpersonal skillscollaborationinfluencementoringaccountabilitycontinuous learningstrategic thinkingproblem-solving