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 crucial 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 for long-term solutions. This individual will harmonize people, processes, and systems, providing end-to-end transparency and aligning KPIs to value for all key stakeholders.Figure is a financial technology firm that is maximizing the value of homeownership. Figure is helping homeowners tap their liquidity easily, efficiently and reasonably for purpose-driven, significant expenditures. 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 and mentoring 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 (required), Master’s degree (preferred).
• Minimum of 10 years in the financial service/consumer lending industry.
• Minimum of 5 years in a leadership position in Collections/Recovery or Servicing Administration/Operations.
• Knowledge and experience in service operations strategies and strategic planning.
• Demonstrated ability to analyze and manage data.
• Familiarity with Federal, State, and Local regulations.
• Strong interpersonal skills, including coaching and conflict resolution.
• Demonstrated financial analysis skills.
• Process improvement skills.
• Strong communication, analytical, problem-solving, and decision-making skills.
• Strategic thinker with strong hands-on leadership skills.
• 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.
• Company HSA, FSA, Dependent Care, 401k, and commuter benefits.
• Employer-funded life and disability insurance coverage.
• Observed Holidays & PTO plan.
• Paid family leave.
• Continuing education reimbursement.