Executive Director, Home Lending Servicing Operations

Join the Home Lending Customer Assistance Contact Center Operations team! The team comprises approximately 220 employees based in Plano, TX and Tempe, AZ, and 110 additional matrixed customer facing and back-office staff of within our Global Servicing Center in Manila. The role includes managing an operating budget of approximately $25 million to support a servicing portfolio with over 3 million loans. 

As an Executive Director in the Home Lending Non-Performing Servicing team, you will be responsible for overseeing and managing the Customer Assistance Contact Center operations. Your role will involve developing and implementing strategies to minimize losses, improve recovery rates, and ensure compliance with regulatory requirements. You will also collaborate closely with senior leadership, cross-functional teams, and external partners to optimize processes and achieve organizational goals.

Job responsibilities

• Develop and execute comprehensive strategies for collections and loss mitigation to minimize delinquencies and losses, aligning the group's priorities with the broader business/function strategy. Manage highly regulated, high-volume back-office functions, ensuring compliance with federal, state, and local regulations, as well as investor obligations related to loss mitigation.
• Oversee the development, implementation, and daily operations of loss mitigation strategies, including loan modifications, repayment plans, forbearance agreements, and other workout options. Oversee day-to-day operations of the collections and loss mitigation departments, ensuring efficient and effective processes.
• Create an environment that promotes transparency, accountability, and a motivated team, fostering a culture of continuous improvement and high performance. Lead, mentor, and develop a high-performing team of collections and loss mitigation professionals.
• Develop and maintain strong relationships with internal and external stakeholders, including investors, regulators, and vendors, to facilitate the successful achievement of loss mitigation goals. Regularly interface with key control partners and own audit/compliance review results for all functions in the loss mitigation call center. 
• Implement best practices and continuous improvement initiatives to enhance operational efficiency and effectiveness. Utilize data analytics to monitor performance, identify trends, and make data-driven decisions.
• Handle capacity planning, productivity targets, headcount management, and all other budget obligations for the loss mitigation call center. Prepare and present regular reports to senior leadership on key performance indicators, trends, and strategic initiatives.
• Work closely with other departments, including Risk Management, Legal, Compliance, and Customer Service, to ensure a cohesive approach to collections and loss mitigation. Oversee daily operations and interface with product and statement teams, focusing on customer experience, timeliness, efficiency, and controls.

Required qualifications, capabilities, and skills

• At least five (5) years of experience in collections, loss mitigation, or related areas within the home lending or financial services industry and (5) years of large scale operations management roles.
• Proven track record of leadership and management experience, with the ability to lead and inspire teams.
• Strong knowledge of regulatory requirements and industry best practices related to collections and loss mitigation.
• Excellent analytical, problem-solving, and decision-making skills.
• Proficiency in data analysis tools and software, with the ability to leverage data to support strategic decisions.
• Experience building strong relationships with internal and external partners, facilitating the successful achievement of goals.
• Ability to create and achieve a desired future state vision through influence on group and individual goals, reinforcements, and systems.

Preferred qualifications, capabilities, and skills

• Bachelor’s degree in Business Administration, Finance, or a related field
• Master's in Business Administration or advanced degree

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs. 

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. Those in eligible roles may receive commission-based pay and/or di