Loan servicing specialist Jobs in Irving, TX

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:

• 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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