Associate Director, Loan Servicing and Collections

Overview

Associate Director, Loan Servicing & Collections

Location: Remote (US)

JG Wentworth is scaling its unsecured personal loan portfolio, and we are hiring an Associate Director, Loan Servicing & Collections to own the post-origination loan lifecycle end to end — from funding through payoff, and across every stage of delinquency and recovery.

This is a builder’s role. You will design the operating model and stand up the processes, systems, and metrics a fast-growing book requires, then lead the teams that execute them. You will pair hands-on operational leadership with the strategic thinking to anticipate what the portfolio needs at two and five times its current size — balancing customer experience, loss mitigation, unit economics, and compliance as we grow.

Responsibilities

Strategy & Scaling

• Own the servicing and collections operating model and the roadmap to scale it as the portfolio grows, translating volume and loss forecasts into staffing, process, and system plans.
• Build the business case for, and lead the selection, implementation, and optimization of, technology platforms, as needed
• Define the segmentation, treatment, and channel strategy (call, SMS, email, digital self-service) that maximizes cure and recovery while controlling cost-to-collect.
• Partner with credit, finance, customer service, product, and technology leaders to align servicing and collections strategy with portfolio performance and growth targets.

Servicing Operations

• Lead day-to-day loan servicing: payment processing, ACH and card handling, autopay, payoffs, payment research, disputes, and account maintenance.
• Establish and hold service-level standards for inbound and outbound contact, response times, and issue resolution.
• Design the borrower experience across the loan lifecycle, reducing friction, avoidable contacts, and complaints.
• Own servicing accuracy and controls, including payment application, statementing, and system-of-record integrity.

Collections & Recovery

• Direct the full delinquency lifecycle — early-stage, late-stage, pre-charge-off, and post-charge-off recovery.
• Develop hardship, deferment, settlement, and loss-mitigation programs that keep borrowers on track and reduce net losses.
• Manage roll rates, cure rates, and net flow, and put in place the queuing, prioritization, and dialer strategy to hit them.
• Oversee third-party collection agencies and debt-sale relationships, from selection through performance management and oversight.

Team Leadership & Development

• Build, coach, and scale the servicing and collections teams, from managers and supervisors through front-line agents.
• Design the org structure, roles, incentive plans, quality-assurance program, and career paths a growing operation needs.
• Set clear performance expectations, run a regular review cadence, and develop bench strength for the next stage of growth.
• Shape a culture that balances portfolio performance with fair, respectful borrower treatment.

Compliance, Risk & Controls

• Ensure servicing and collections practices comply with FDCPA, Regulation F, UDAAP, FCRA, TCPA, SCRA, ECOA, GLBA, and applicable state licensing and debt-collection laws.
• Build the policies, procedures, call monitoring, and complaint-management processes that stand up to internal audit, regulatory exams, and bank-partner oversight.
• Partner with compliance, legal, and risk to remediate issues quickly and keep controls current as products and regulations change.
• Own audit readiness and serve as the operational point of contact for servicing and collections in exams and reviews.

Data, Reporting & Systems

• Define the KPIs and build the dashboards that give leadership real-time visibility into servicing performance, delinquency, recovery, and cost-to-collect.
• Use data to find root causes, test treatments, and continuously improve cure and recovery outcomes.
• Ensure systems, integrations, and data flows support accurate reporting and scale without manual workarounds.

Qualifications

• 8+ years in consumer lending operations, including 4+ years leading servicing and/or collections teams.
• Proven experience building or materially scaling a servicing or collections function — not only running a mature one.
• Deep working knowledge of the consumer-lending and debt-collection regulatory framework: FDCPA, Regulation F, UDAAP, FCRA, TCPA, SCRA, and state licensing and debt-collection requirements.
• Track record of leading and developing multi-layer teams and consistently hitting performance targets.
• Hands-on experience selecting and managing technology, i.e. servicing, dialer, payment, and collections platforms, and overseeing third-party agencies or debt sales.
• Strong analytical skills: fluency with the metrics that drive a loan book (roll rates, cure rates, net flow, recovery, cost-to-collect) and the ability to turn data into action.
• Sound judgment balancing portfolio performance, customer experience, and compliance.

Preferred Qualifications

• Experience in a high-growth fintech, specialty finance, or bank-partnership (sponsor-bank) lending environment.
• Direct experience with unsecured personal loan products.
• Experience standing up new systems or migrating platforms.
• Experience operating within a bank-partner oversight framework and supporting regulatory exams.
• Relevant certifications (e.g., collections or compliance certifications) and/or an advanced degree.