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Director of Servicing and Collections



Charlotte, NC, USA
Posted on Saturday, June 29, 2024

About Figure

Figure is revolutionizing financial services with its disruptive, scaled, and rapidly expanding technology platform. By capitalizing on the loan origination activities on its platform and extensive network of partners, Figure is poised to deliver and scale new products that enhance efficiency and transparency in the industry. Through the integration of cutting-edge technology, Figure’s platform fosters more transparent and efficient capital markets, bolstered by the growing pool of assets originated on its platform. This transformational journey is fueled by a dedicated team at Figure, characterized by their drive, innovation, collaboration, and passion for building from scratch. We value individuals who bring an entrepreneurial mindset to every task and will embrace our culture of innovation.

Every day at Figure is a journey in continuous learning yet a daily focus on getting work done that makes a difference. Join a team of proven leaders who have already created billions of dollars in value in the financial technology space.

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About the Role

The Director of Servicing & Collections within Customer Operations is a key position in our journey to transform our Lending Operations and Servicing organization. This role will elevate our collections and recovery model by evaluating our overall risk and collections framework, which has grown along with our business. The ideal candidate will ensure our collections and default strategies are highly effective, by implementing industry best practices to engage customers experiencing financial hardship and to design programs and solutions that lead to resolving the outstanding delinquent or defaulted loan. This individual will ensure our people, processes, and systems are effective and simplified, providing end-to-end transparency, and will align KPIs to all key stakeholders (Customer, Employee, and Investors).

Candidates must be able to work from our Charlotte office, or willing to relocate.

What You’ll Do

  • Serve as the chief architect designing the overall Collections and Default strategy for all lending products.
  • Monitor, on an ongoing basis, information concerning partner and vendor performance through reporting and documentation.
  • Engage internal stakeholders from Capital Markets, Risk, Research, Compliance, and Legal to maximize the profitability of each partnership and structure new performance-enhancing opportunities.
  • Manage relationships with specific vendors/partners by serving as the key point of contact for Figure Lending. This includes serving as liaison between the vendor and internal stakeholders/business teams for communication, relationship management, due diligence, risk assessments, and issue resolution.
  • Identify initiatives and improvements in technology, systems, and policies to enhance service and employee retention; work collaboratively across functions to design and implement initiatives.
  • Provide data-driven insights on Key Performance Indicators (KPIs) and standardized business metrics, taking action as needed.
  • Lead, manage, and develop internal team members and third-party relationships to increase capabilities, talent, diversity, and drive performance.
  • Accept accountability for customer delinquency prevention, roll rate objectives, and default recoveries.

What We Look For

  • Minimum of ten (10) years in the financial service/consumer lending industry (preferably mortgage or HELOC experience).
  • Minimum of seven (7) years in a leadership position in at least two of the following areas (Collections/Recovery, Loss Mitigation, Foreclosure, Bankruptcy or REO).
  • Bachelor’s and Master’s degrees are preferred.
  • Valid NMLS License and/or the ability to obtain required state-specific license in all 50 states within 60 days of employment.
  • Familiarity with Federal, State, and Local regulations as it pertains to Loan Origination, Servicing, and Collections.
  • Leadership skills with strong interpersonal skills including coaching staff and handling conflict resolution, implementing initiatives or projects, and collaborating with other professional and non-clinical staff required.
  • Demonstrate financial analysis with basic accounting principles required.
  • Strong hands-on leadership skills with the ability to influence and persuade others across organizational boundaries.
  • Experience managing a geographically dispersed workforce.
  • Proven experience managing third party service providers in the servicing and collections industry.
  • Ability to travel up to 25% of the time.

Benefits and Perks

  • Competitive salary and growth opportunities
  • Company quarterly performance based bonus
  • Equity stock options package
  • Employer funded comprehensive health, vision, dental insurance and wellness program for employees and their dependents
  • Employer funded life and disability insurance coverage
  • Company HSA, FSA, Dependent Care, 401k, and commuter benefits
  • Up to 12 weeks paid family leave
  • In office, remote, and hybrid work location options
  • Home office and technology stipend for those working outside of a traditional office more than 75% of the time
  • Flexible time-off plan to empower employees to take the time off that they want and need
  • Continuing education reimbursement
  • Routine Team swag deliveries!

For CO, NY, CA, and WA residents, the salary range is $125,000-175,000 with up to a 25% Bonus and Equity. Actual compensation may vary based on individual candidate experience and location.

Depending on your residential location certain laws might regulate the way Figure manages applicant data. California Residents, please review our California Employee and Prospective Employee Privacy Notice for further information. By submitting your application, you are agreeing and acknowledging that you have read and understand the above notice.

Figure will not sponsor work visas for this position. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

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