Senior Operations Manager - Servicing & Collections

About Figure

Figure is maximizing the value of homeownership in ways that benefit consumers and the industry alike. We’re helping homeowners tap their liquidity easily, efficiently and reasonably for purpose-driven, significant expenditures – everything from dream home renovations and debt consolidation to small business formation.

In seven years, we’ve become the country’s #1 non-bank HELOC lender. As a financial technology firm operating at the intersection of regulation and transformation, we’re a “unicorn” – a group of fewer than 1000 companies globally that is valued at $1B or more and has been in operation for less than ten years. 

Our mission requires us to have a creative, team-oriented, and supportive environment where everyone can do their absolute best. We are motivated, innovative, collaborative, and curious. We value individuals who bring a problem-solving mindset to every task. Every day at Figure is a journey in continuous learning combined with a focus on getting work done that makes a difference. Join us!

Wealthfront Career-Launching Company 

Figure Series D Announcement

About the Role

The Senior Operations Manager within Customer Operations will lead the strategic direction and operational management of the mortgage loan servicing and collections functions. This role is critical for ensuring efficient loan servicing processes, maintaining regulatory compliance, and optimizing collections strategies to minimize delinquency and loss while enhancing customer satisfaction. The incumbent will ensure our collections and default strategies are effective, by leveraging various methodologies to engage customers who are experiencing a financial hardship and designing programs and optimal solutions which ultimately lead to a long term path to cure the outstanding delinquency. This individual will ensure our people, processes, and systems are harmonized and simplified, providing end-to-end transparency, and align KPIs to value to all key stakeholders (Customer, Company, Community and Investors).

Re-location assistance provided, you will need to work out of Charlotte or Reno. 

What You’ll Do

• Strategic Leadership: Develop and execute the strategic vision for mortgage loan servicing and collections, ensuring alignment with corporate goals and market trends.
• Operational Oversight: Manage mortgage servicing operations, including payment processing, escrow, complaint management, account maintenance, customer service, and collections efforts for delinquent accounts.
• Collections Strategy: Design and implement effective collections strategies and processes that balance customer service with recovery objectives, aiming to reduce delinquency rates and maximize recoveries.
• Regulatory Compliance: Ensure adherence to all applicable federal, state, and local regulations governing mortgage servicing and collections, including compliance with guidelines from agencies such as the CFPB and FDCPA.
• Team Development and Results Accountability: Lead, mentor, and build a high-performing team, fostering a culture of excellence, accountability, and continuous improvement in both servicing and collections.
• Performance Analysis: Monitor key performance indicators (KPIs) and conduct data analysis to identify trends, inform decision-making, and drive operational improvements in servicing and collections.
• Cross-Department Collaboration: Collaborate with underwriting, risk management, and legal teams to ensure seamless operations and effective resolution of servicing and collections issues.
• Risk Management: Identify and assess risks related to loan servicing and collections; develop strategies to mitigate these risks and enhance operational resilience.

What We Look For

• Bachelor’s degree is required and masters is preferred.
• Minimum of ten (10) years in the financial service / consumer lending industry (preferably mortgage or HELOC experience).
• Minimum of five (5) years in a leadership position in at least two of the following areas (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 in