Director, Servicing and Collections

About Figure

Figure is transforming the trillion dollar financial services industry using blockchain technology. 

In five short years, Figure has unveiled a series of fintech firsts using the Provenance blockchain for loan origination, equity management, private fund services, banking and payments sectors - bringing speed, efficiency and savings to both consumers and institutions. Today, Figure is one of less than a thousand companies considered a unicorn, globally.

Our mission requires us to have a creative, team-oriented, and supportive environment where everyone can do their absolute best. The team is composed of driven, innovative, collaborative, and curious people who love architecting ground-breaking technologies. We value individuals who bring an entrepreneurial mindset to every task and will embrace our culture of innovation. 

Every day at Figure is a journey in continuous learning yet a daily focus on getting work done that makes a difference. Join a team of proven leaders who have already created billions of dollars in value in the FinTech space!

Forbes Top 50 Blockchain Companies

Figure Series D Announcement

About The Role

The Director of  Servicing and Collections is a key position in our journey to transform Lending Operations and Servicing. This role will be responsible for our customer experience by inspiring our Servicing and Collections group, which has grown along with our business.  This individual will ensure our people, processes, and systems are harmonized and simplified, providing end-to-end transparency, and align KPIs to deliver high customer satisfaction.

This individual will define, create, and lead the implementation and execution of innovative strategies that deliver a consistent and trusted service experience for Figure Lending customers. To create competitive advantage, and ultimately drive revenue growth through well-served and engaged customers, the incumbent will champion the customer experience while balancing the realities of our business needs.

As we continue to evolve our operating model to support future growth, we also seek ways to evolve our capabilities and enhance synergies across teams with the goal of delivering a seamless, unified customer experience. This position will oversee the operations and leaders within Servicing and Collections Customer Care. As such, this leader will develop and inspire a team of leaders who uphold service standards and are driven to elevate our customer experience. This individual will be responsible for bringing unity to new and existing teams, upskilling, reskilling, and ensuring teams are engaging in best practice sharing and ensuring the best customer service experience. This role will also work with Marketing, Finance, Human Resources, Analytics, Credit Risk and other groups to ensure highest operational excellence in Figure Lending

What You Will Do

• Develop and execute on the strategy of the Figure Servicing Operations team 
• Lead, develop and motivate a multi-site Customer Support team to deliver to established goals, objectives and KPIs
• Accept accountability for customer service, delinquency prevention, and roll rate objectives
• Identify and react to data-driven insights on Key Performance Indicators (KPI) and standardized business metrics
• Identify initiatives and improvements in technology, systems, and policies to enhance service and employee retention; work collaboratively across functions to design and implement initiatives
• Partner with product on practical project solutions regarding system feature/functionality and/or process enhancements.

• Manage dashboards and reports to leadership
• Continue to develop and implement methods to record, assess, and analyze customer feedback across their journey

• Lead, manage, and develop direct and indirect team members to increase talent, diversity, capabilities, and drive performance
• Participate in the recruitment of industry-leading talent to build a high-performing team
• Examines daily workload volumes to prioritize work efforts and maximize return on investment.
• Directs guides and influences staff in handling all types of situations to determine the most effective method of operation
• Handle internal human resource matters such as reviews, promotions, disciplinary actions, terminations, etc., in conjunction with that department.
• Able to resolve problems or situations using company or standardized procedures and policies, and comply with laws and regulations, s