Vice President of Servicing & Collections

About the role

The Vice President of Servicing & Collections is accountable for strategy, operating performance, controls, and customer outcomes across the post-origination lifecycle, from account onboarding through payoff, charge-off, or recovery. Reporting to the Chief Credit Risk Officer, this leader directs servicing, collections, recovery, quality, workforce, and operating-change priorities; develops leaders and scalable capabilities; and partners with Credit/Risk, Finance, Product/Technology, Operations, Compliance, and Legal to deliver sustainable portfolio performance and fair, consistent customer treatment.

Location: Irving Office.

Responsibilities

• Own the end-to-end Servicing and Collections strategy, from account onboarding through payoff, charge-off, or recovery, aligned with the company's approved risk appetite, customer commitments, financial plan, and regulatory obligations.
• Translate strategy into measurable objectives, operating priorities, resource requirements, and a sequenced change roadmap with clear decision rights and accountable owners.
• Provide the CCRO and executive leadership with decision-quality reporting on portfolio trends, customer outcomes, operating performance, capacity, emerging risks, and material exceptions; recommend actions and escalate matters outside delegated authority.
• Be accountable for the accurate and timely execution of the account-servicing lifecycle in partnership with the Operations team, including account setup, payment processing, account maintenance, statements and notices, adjustments, disputes, accommodations, payoff, credit furnishing, and account closure, as applicable.
• Establish service levels, capacity standards, queue and backlog thresholds, handoff requirements, and escalation triggers that support