Vice President of Servicing & Collections
No salary listed
Expert
Bachelor's, Master's
Irving, TX, USA
In Person
Business & StrategyBusiness Operations
No H1B Sponsorship
About the job
Requirements
- A bachelor's degree in business, Finance, Operations, or a related field.
- At least 8 years of progressive experience in loan servicing, collections, and/or recovery operations, preferably in consumer lending.
- Demonstrated success leading operating cadence and cross-functional execution in a KPI-driven environment.
- Working knowledge of collections and servicing regulatory considerations, including the Fair Debt Collection Practices Act and the Telephone Consumer Protection Act, sufficient to partner effectively with Compliance and Legal.
- Experience managing vendor and tooling performance, including dialers, agencies, letter vendors, skip tracing, and analytics or business intelligence tools, and driving escalations to closure.
- Strong analytical and problem-solving skills, with the ability to translate data into strategy direction and operational action.
- Exceptional written and verbal communication skills and comfort presenting to senior leadership.
- People leadership experience, including hiring, developing leaders, performance management, and coaching.
- Proficiency with modern collections and servicing systems and reporting tools, including Five9, Peach, Tableau, and Excel.
- Candidates must not require visa sponsorship or visa transfer at this time.
Responsibilities
- Own the end-to-end Servicing and Collections strategy from account onboarding through payoff, charge-off, or recovery, aligned with the company's 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 Chief Credit Risk Officer 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 accurate and timely execution of the account-servicing lifecycle, including account setup, payment processing, account maintenance, statements and notices, adjustments, disputes, accommodations, payoff, credit furnishing, and account closure.
- Establish service levels, capacity standards, queue and backlog thresholds, handoff requirements, and escalation triggers supporting timely service, operational accuracy, and appropriate customer outcomes.
- Own the Servicing and Collections customer-escalation process; analyze complaints and customer-harm indicators for root causes and complete durable corrective actions and required customer remediation.
- Design and govern collections and recovery strategy from early delinquency through default, charge-off, and post-charge-off recovery, including segmentation, treatment paths, contact channels, placement strategy, and escalation criteria.
- Establish business policies and delegated authorities for payment arrangements, hardship assistance, fee waivers, settlements, loss-mitigation options, and pre-legal or legal referral, subject to approved risk appetite and Legal and Compliance guidance.
- Approve material changes to treatment strategies, dialer and list rules, scripts, communication templates, and decisioning logic through documented change control, required approvals, testing, operational readiness, and post-implementation monitoring.
- Optimize customer resolution and portfolio outcomes using cure rates, roll rates, kept promises, recoveries, losses, cost to collect, complaints, quality, and customer-harm indicators; sponsor controlled experimentation and act on results.
- Serve as the first-line business owner for compliant execution within Servicing and Collections and partner with Compliance and Legal on interpretation, approvals, monitoring, independent challenge, and implementation of approved requirements.
- Establish a risk-based quality-assurance and monitoring framework covering customer interactions, including sampling, calibration, critical-error standards, and verified remediation closure.
- Identify, escalate, contain, and remediate control failures, operational incidents, customer harm, audit or examination findings, and repeat issues; maintain complete records supporting decisions, approvals, testing, and sustainable closure.
- Govern KPI definitions, data quality, dashboards, forecasts, and scorecards to provide a consistent and authoritative view of performance from account onboarding through recovery.
- Own the department's operating plan, budget, workforce-capacity model, and vendor-spend plan; partner with Credit/Risk, Finance, and Analytics on portfolio, loss, and recovery forecasts and corrective actions for material variances.
- Serve as the business owner for Servicing and Collections technology and automation, including requirements, prioritization, user acceptance testing, operational readiness, control requirements, implementation, and post-launch performance.
- Define and monitor service, quality, control, reporting, and continuity requirements for third parties supporting Servicing and Collections; drive issue remediation and partner on due diligence, contracting, onboarding, oversight, and termination responsibilities.
- Maintain business-continuity, incident-response, manual-fallback, and backup-ownership arrangements for critical Servicing and Collections processes.
- Design and maintain a scalable organization and workforce model, including roles, spans of control, staffing levels, scheduling, capacity, and backup coverage.
- Build a strong leadership bench and succession pipeline; establish balanced performance and incentive expectations and ensure onboarding, refresher, and change-driven training are measured for demonstrated effectiveness.
Desired Qualifications
- An advanced degree.
- Consumer lending experience.
About the company
DigniFi provides point-of-sale financing for auto repairs and related services through a network of auto dealerships and repair shops. It connects consumers to its lending partner, WebBank, rather than issuing loans directly, with customers applying on smartphones and receiving instant credit decisions at the point of sale. Merchants subscribe to the ExpressWay revolving line of credit to offer financing and capture more sales for repairs, parts, and maintenance. The company differentiates itself with a large dealer network, a merchant-focused subscription model, and machine-learning matching of customers to suitable loan products, aiming to broaden access to automotive service financing and speed up approvals.
Company Size
51-200
Company Stage
Debt Financing
Total Funding
$189M
Headquarters
Bellevue, Washington
Founded
2012
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Simplify's Take
What believers are saying
- May 2024 financing added $150 million from Encina and $25 million from Brigade.
- August 2025 hired Andrew Hill as Chief Credit Risk Officer, strengthening loss control.
- January 2025 added Eileen Cavanaugh as CFO and three board members, supporting expansion.
What critics are saying
- BBB logged 109 complaints in three years, signaling persistent customer-service and underwriting friction.
- September 2026 lawsuits allege DigniFi loans enabled dealership fraud and deceptive down-payment tactics.
- WebBank concentration and merchant-channel dependence create existential partner-risk if either exits in 2027.
What makes DigniFi unique
- September 2026 Nissan and INFINITI dealers get DigniFi financing at service drives.
- November 2025 Mazda partnered with DigniFi across 550 U.S. dealerships.
- DigniFi uses WebBank-originated credit, letting it scale without holding loans on balance sheet.
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Benefits
- Unlimited Paid Time Off
- Paid Holidays
- Health Insurance
- Dental Insurance
- Vision Insurance
- Long-term Disability Insurance
- Basic Life Insurance
- Paid Parental Leave
- 401(k) Company Match
- Remote Work Options