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, such as the Fair Debt Collections and Practices Act (FDCPA), Grahm-Leach-Bliley (GLB), Telephone Consumer Protection Act (TCPA), and Fair Credit Reporting Act (FCRA) . 📍Participate as a member of the Lending Operations and Servicing 📍Senior Leadership team; partner with other key stakeholders to champion, develop, and communicate a consistent strategic platform, mission, and purpose for the organization 📍Partner, communicate, and facilitate collaborative interactions with peer organizations to ensure objectives, tactics, and long-term strategies are aligned and executed appropriately to achieve business goals. 📍Manage and implement department budget 📍Support leadership team in systems / operations processes, customer relations & issue resolution, if escalation required

What We Look For

📍Bachelor’s degree is required and masters is preferred. 📍Minimum of eight (8) years in the financial service/ lending industry with five (5) years mortgage or HELOC experience. 📍Minimum of five (5) years in a leadership position for large servicing/collections operations center 📍Proven ability to successfully manage a large and growing team and meet or exceed corporate objectives 📍Strategic thinker, strong hands-on leadership skills with the ability to influence and persuade others across organizational boundaries. 📍Deep understanding of industry metrics, best practice operations and cutting edge technologies to provide excellent customer service and effective delinquency management 📍Ability to excel with metrics based KPIs, meet critical deadlines and to multi-task and manage time and resources efficiently across multiple objectives 📍Knowledge and proven success in loan servicing (preferably mortgage or HELOC), collections operations strategies, strategic planning, and execution. 📍Familiarity with Federal, State and Local regulations as it pertains to loan servicing and collections 📍Successful operating experience with omnichannel communications, 📍ACD/IVR and staff scheduling software 📍Valid NMLS Servicing/ Collections License (s) and/or the ability to obtain state specific license in all required states within 180 days of employment. 📍Demonstrated comfort and confidence in presenting to investors 📍Demonstrate strong verbal and written communication skills including presentations for internal/external stakeholders. 📍Demonstrated ability to evaluate activities and support related corporate strategies. 📍Demonstrated communication, analytical, problem solving and decision-making skills with ability to comprehend and suggest modification to technical computerized systems. 📍Demonstrated proven success managing a geographically dispersed workforce 📍Ability to travel up to 25% of the time