Vice President of Servicing & Collections
Irving, TX
Full Time
Senior Manager/Supervisor
About DigniFi:
DigniFi’s Point-of-Sale financing solution helps 2,000+ partners increase revenue, drive accessory orders, and decrease deferred repairs. We partner with dealerships and service centers to offer financing products at the point of sale for auto repairs, service, parts, accessories, maintenance packages, and more.
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.
Strategy and Executive Accountability:
Servicing Operations and Customer Outcomes:
Collections and Recovery Strategy:
Risk, Compliance, Controls, and Quality:
Performance, Economics, and Management Information:
Technology, Third Parties, and Operational Resilience:
Organization and Leadership Capability:
Who You Are:
Why You’ll Love Working at DigniFi:
What’s In It for You:
Where You Will Work:
This position is located in our Irving Office.
DigniFi’s Point-of-Sale financing solution helps 2,000+ partners increase revenue, drive accessory orders, and decrease deferred repairs. We partner with dealerships and service centers to offer financing products at the point of sale for auto repairs, service, parts, accessories, maintenance packages, and more.
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.
Strategy and Executive Accountability:
- 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.
Servicing Operations and Customer Outcomes:
- 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 timely service, operational accuracy, and appropriate customer outcomes.
- Own the Servicing and Collections customer-escalation process; ensure complaints and customer-harm indicators are analyzed for root causes and that durable corrective actions and required customer remediation are completed.
Collections and Recovery Strategy:
- 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 balanced measures such as cure rates, roll rates, kept promises, recoveries, losses, cost to collect, complaints, quality, and customer-harm indicators; sponsor controlled experimentation and act on results.
Risk, Compliance, Controls, and Quality:
- Serve as the first-line business owner for compliant execution within Servicing and Collections. Partner with Compliance and Legal for interpretation, required approvals, monitoring, and independent challenge, and ensure the business implements approved requirements.
- Establish a risk-based quality-assurance and monitoring framework covering customer interactions, including sampling, calibration, critical-error standards, and verified remediation closure.
- Promptly 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.
Performance, Economics, and Management Information:
- 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.
Technology, Third Parties, and Operational Resilience:
- 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 the service, quality, control, reporting, and continuity requirements for third parties supporting Servicing and Collections; drive issue remediation while partnering with the COO organization, Procurement, Compliance, and Legal on due diligence, contracting, onboarding, oversight, and termination responsibilities.
- Maintain effective business-continuity, incident-response, manual-fallback, and backup-ownership arrangements for critical Servicing and Collections processes.
Organization and Leadership Capability:
- Design and maintain a scalable organization and workforce model, including roles, spans of control, staffing levels, scheduling, capacity, and backup coverage appropriate to portfolio volume, complexity, service commitments, and risk.
- 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
Who You Are:
- Bachelor’s degree in business, Finance, Operations, or related field; advanced degree preferred.
- 8+ years of progressive experience in loan servicing, collections, and/or recovery operations (consumer lending preferred).
- Demonstrated success leading operating cadence and cross‑functional execution in a KPI‑driven environment.
- Working knowledge of collections/servicing regulatory considerations (e.g., FDCPA, TCPA) sufficient to partner effectively with Compliance & Legal; does not replace legal interpretation.
- Experience managing vendor and tooling performance (dialers, agencies, letter vendors, skip tracing, analytics/BI) and driving escalations to closure.
- Strong analytical and problem‑solving skills; ability to translate data into strategy direction and operational action.
- Exceptional communication skills (written and verbal) and comfort presenting to senior leadership.
- People leadership experience (hiring, developing leaders, performance management, and coaching).
- Proficiency with modern collections/servicing systems and reporting tools (e.g., Five9, Peach, Tableau, Excel).
Why You’ll Love Working at DigniFi:
- High-growth opportunity with terrific upside potential.
- Founded to provide aid to people when they unexpectedly need help...responsible, respectful, and transparent access to a better financial future for our customers.
- Excellence-driven organization that values work/life balance.
- We’re a tight-knit team that values collaboration and genuinely loves working together.
What’s In It for You:
- Flexible PTO
- 12 Paid Holidays
- Up to 80% Employer-Paid Premiums for Medical, Dental and Vision Insurance
- Long-term Disability Insurance
- Basic Life Insurance
- Paid Parental Leave
- Matching 401k
Where You Will Work:
This position is located in our Irving Office.
Statement of Non-Discrimination:
In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our company. Whether blatant or hidden, barriers to success have no place at DigniFi.
DigniFi is not considering candidates who require visa sponsorship or visa transfer at this time.
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