Collections and Servicing Manager

Collections and Servicing Manager | full time, in-person, South Jordan, UT

About Lumion: Lumion is a leader in innovative tuition solutions, providing advanced software and comprehensive servicing for educational institutions and students. Our mission is to empower trade and technical schools to offer the most trusted operational software and services, enhancing enrollment and giving students access to life-changing education. We are obsessed with training the next generation of skilled tradespeople by supporting the career development of students in high-impact professions. We serve industries from healthcare and skilled construction to transportation, culinary arts, and cosmetology. Lumion is funded by top-tier venture firms, including but not limited to TTV Capital, Tusk Ventures.

Position: Collections and Servicing Manager

The Role: We are a fast-growing startup seeking a driven and detail-oriented individual to lead Lumion’s collections and servicing operations. Your primary objectives are to ensure timely and accurate repayment processing, optimize collection strategies, and deliver an excellent borrower servicing experience that strengthens trust and financial outcomes. You must be highly organized, data-driven, and thrive in building scalable systems and processes. Experience in loan servicing, collections, or payments operations is critical, and exceptional communication and leadership skills are essential. You will also be responsible for managing and scaling an offshore servicing team. Expect a highly-talented, intense, and bold team. Your compensation will include equity ownership.

Employment Type: Full‑time, in person in South Jordan, Utah

Key Responsibilities

Daily Operations

• Oversee all day-to-day servicing and collections activities, ensuring efficient workflows and adherence to Standard Operating Procedures (SOPs).
• Monitor borrower accounts, repayment schedules, and delinquency queues to ensure timely follow-up and resolution.
• Manage escalated borrower inquiries with professionalism, balancing empathy with accountability.
• Ensure accurate processing of payments, repayment plans, and hardship accommodations.

Team Management (Offshore)

• Lead, train, and supervise an offshore servicing and collections team located in the Philippines, Mexico, and South Africa
• Establish clear performance expectations, monitor productivity, and provide coaching and support.
• Conduct regular check-ins and reviews to ensure quality, compliance, and consistency across teams.
• Foster a culture of accountability, service excellence, and collaboration.

Compliance and Risk Management

• Ensure all servicing and collections activities comply with federal and state regulations, as well as company policies.
• Maintain awareness of industry requirements and provide compliance training to the team.
• Identify operational risks and escalate issues promptly to leadership.
• Uphold high standards of borrower communication and data security.

Reporting and Tracking

• Track repayment and delinquency metrics to ensure goals are met.
• Prepare regular operational reports on portfolio performance, borrower trends, and team productivity.
• Use data to highlight risks, inform process improvements, and keep leadership updated.

Cross-functional Collaboration

• Partner with Finance, Operations, Product and Tech to align on servicing and collections processes.
• Provide feedback from borrower and collections interactions to improve internal workflows and customer experience.
• Collaborate with other teams to ensure a seamless borrower journey from enrollment through repayment.

Qualifications

Required

• 2–4 years of experience in loan servicing, collections, payments operations, or financial services.
• Proven experience managing an offshore team with measurable results.
• Strong understanding of collections compliance requirements and regulatory standards.
• Demonstrated ability to manage daily workflows and hit operational targets.
• Excellent organizational skills with attention to detail and follow-through.
• Strong communication skills, especially in handling sensitive borrower interactions.
• Resilient, adaptable, and comfortable in a fast-paced, evolving environment.

Preferred

• Experience in fintech, edtech, or SaaS environments.
• Knowledge of student financing, including loans or Income Share Agreements.
• Familiarity with payment processors (Finix, Payabli, Stripe, etc.).
• Background in education, admissions, or student financial services.

Benefits

• Unlimited paid time off
• Generous benefits allowance
• Health Insurance Reimbursement
• 401(k) plan
• We’ll pay your cell phone and home internet bill up to $200
• $100/month toward your personal wellness (however you define it)
• Paid Maternity and Paternity leave