Director, Servicing & Collections

• Own portfolio performance across the servicing lifecycle, including core servicing and customer support, late-stage collections, and default loan servicing • Manage service offerings for borrowers whose installers cannot complete their projects or fulfill on warranty obligations to bolster borrower satisfaction and loan performance • Establish, forecast, and deliver against aggressive portfolio performance targets including roll rates, loss rates, prepayment rates, and expense related metrics • Manage a network of vendors who primarily execute business processes • Hold vendors accountable to clearly defined performance standards, proactively identifying performance gaps and driving corrective action plans with urgency and precision • Responsible for expense management related to processes and vendors under your oversight • Develop and oversee comprehensive monitoring programs for oversight of process and vendor performance • Partner with analytics to translate data into actionable strategies; independently challenge assumptions and drive strategy refinement based on performance insights • Prepare and deliver portfolio performance reviews, articulating both the drivers of performance trends and the strategies and tactics under development or deployed to improve performance • Partner with Capital Markets to respond to loan owner questions about performance trends • Collaborate with legal and compliance teams to create programs and processes that can both deliver superior loan performance and withstand regulatory scrutiny • Perform other duties as assigned • Supervise employees who will be managing specialized vendors and processes within servicing and collections • Maintain a top performing team through development of existing personnel or recruiting, selecting, orienting, and training employees as needed • Manage performance of employees through development, coaching, and counseling

• Bachelor’s Degree required • Minimum of 8 years of loan servicing and collections experience required; experience in secured and unsecured home improvement finance loan servicing preferred • Minimum of 5 years of supervisory experience required • Proven track record of materially improving portfolio performance metrics • Demonstrated ability to analyze complex problems and develop responsive business plans • High sense of urgency and ownership mentality • Proficiency with Microsoft Office tools (Outlook, Word, PowerPoint, Excel) • Excellent verbal, written, and interpersonal communication skills • Strong organizational skills and attention to detail • Outstanding problem-solving and time management skills • Self-motivated, self-directed, and results-oriented • Adaptable and able to multitask in a fast-paced environment • Can work independently and within a team; solution-oriented with a collaborative approach