Senior Operations Manager - Servicing & Collections

Job Description

Figure is seeking a Senior Operations Manager to lead the strategic direction and operational management of its mortgage loan servicing and collections functions. This role is critical for ensuring efficient loan servicing processes, maintaining regulatory compliance, and optimizing collections strategies. The Senior Operations Manager will ensure collections and default strategies are effective, leveraging various methodologies to engage customers experiencing financial hardship and designing programs and optimal solutions. Figure is a financial technology firm operating at the intersection of regulation and transformation.What This Role Involves:

• Developing and executing the strategic vision for mortgage loan servicing and collections.
• Managing mortgage servicing operations, including payment processing, escrow, and customer service.
• Designing and implementing effective collections strategies and processes.
• Ensuring adherence to all applicable federal, state, and local regulations.
• Leading, mentoring, and building a high-performing team.
• Monitoring key performance indicators (KPIs) and conducting data analysis.
• Collaborating with underwriting, risk management, and legal teams.
• Identifying and assessing risks related to loan servicing and collections.

What Figure is Looking For:

• Bachelor’s degree is required and masters is preferred.
• Minimum of ten (10) years in the financial service / consumer lending industry.
• Minimum of five (5) years in a leadership position in Collections/Recovery, Servicing Administration/Operations.
• Knowledge and experience in service operations strategies, strategic planning, principle and execution.
• Demonstrated ability to analyze, interpret and manage data and develop executive summary reports and conduct presentations.
• Familiarity with Federal, State and Local regulations as it pertains to the 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.
• Demonstrated financial analysis with basic accounting principles required.
• Process improvement skills.
• Ability to evaluate activities and support related corporate strategies.
• Communication, analytical, problem-solving and decision-making skills with the ability to comprehend and suggest modifications to technical computerized systems.
• Strategic thinker with 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/vendor management.
• Ability to travel up to 25% of the time.

What Figure Offers:

• Comprehensive health, vision, and dental insurance with 100% employer-paid premiums for employees and their dependents on select plans
• Company HSA, FSA, Dependent Care, 401k, and commuter benefits
• Employer-funded life and disability insurance coverage
• 11 Observed Holidays & PTO plan
• Up to 12 weeks paid family leave
• Continuing education reimbursement