What are the responsibilities and job description for the SVP Loan Servicing & Collections position at Zenith HR?
Must-Haves
- 8 years in loan servicing & collections, with 5 years in senior leadership
- Deep expertise in consumer lending, credit risk, and collections strategy
- Proven ability to drive delinquency reduction and improve recovery rates
- Strong people leadership: building, scaling, and managing both internal and outsourced teams
- Experience owning end-to-end servicing operations (customer service collections)
- Demonstrated success using data, KPIs, and analytics to drive decisions
- Hands-on experience with regulatory compliance (federal/state collections laws, servicing standards)
- Track record of process optimization and operational scaling
- Ability to partner cross-functionally (Risk, Compliance, IT, Credit, Operations)
- Executive-level communication and stakeholder management skills
- Ability to go into the office Tuesday-Thursday to Woodbridge, NJ
Plusses
- Experience with app-based or digital-first lending platforms
- Background in fintech or high-growth environments
- Proven success implementing automation, AI, or advanced analytics in collections
- Experience managing third-party agencies and legal vendors at scale
- Exposure to POS financing or embedded finance products
- Commercial or small business collections experience
- Track record of customer experience transformation in servicing
- Experience building or enhancing omnichannel servicing strategies (voice, chat, mobile, self-service)
Day to Day
The SVP of Loan Servicing and Collections leads all post-origination operations, overseeing both internal teams and external partners to ensure high-performing servicing and collections. They set strategy, monitor KPIs, and optimize processes to improve delinquency, recovery rates, and customer satisfaction. A key focus is building a customer-centric culture, handling escalations, and ensuring a seamless experience across all channels. They leverage technology and automation to streamline workflows and enhance reporting and analytics. The role requires close collaboration with Risk, Credit, Compliance, and Technology teams to manage regulatory compliance, credit risk, and operational improvements. Leadership includes mentoring, performance management, and fostering accountability across teams. Ultimately, the SVP drives scalable, efficient, and compliant operations while maximizing both financial results and customer experience.