Sr. Director of Servicing & Collection
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Job Location:
Wilmington, DE - USA
Monthly Salary:
Not Disclosed
Posted on:
15 hours ago
Vacancies:
1 Vacancy
Job Summary
Best Egg is a market-leading tech-enabled financial platform helping people build financial confidence through a variety of installment lending solutions and financial health tools. We aim to help customers make smart financial decisions and stay on track so they can be money confident no matter what life throws at them.
We offer top-tier benefits and growth opportunities in a culture built on our core values:
Put People First We foster an inclusive flexible and fun workplace.
Create Clarity Open communication drives trust and results.
Get Things Done We focus prioritize and deliver with excellence.
Deliver with Heart We lead with kindness humility and strong teamwork.
Listen to Our Customers Their needs drive our innovation.
Barclays has entered into an agreement to acquire Best Egg withclosing expected to take placein Q2 2026. This acquisition will give us the resources and capital to continue on our mission and drive our strategy forward. With an aligned culture lower cost of funds and increased employee growth opportunities across a global brand we are excited about the future of the Best Egg brand under the Barclays umbrella.
We are looking for collaborative innovative team players who like to solve problems. There will also be immense opportunities for those willing to dive in. If youre inspired by growth and want to make a real difference Best Egg is the place for you.
Were proud to be an equal opportunity employercommitted to building a diverse inclusive team.
The Sr. Director of Servicing & Collections is responsible for leading the end-to-end customer service delivery and collections vertical for consumer lending products across the company. This role oversees customer service and the development optimization and execution of collections initiatives that reduce delinquency mitigate losses improve customer outcomes and protect the company from regulatory and operational risks.
The Sr. Director will have direct oversight of internal servicing/collections teams outsourced suppliers and will collaborate across strategic functions supporting performance including customer experience collections strategy digital engagement dialer optimization capacity planning analytics and loss mitigation programs.
Keys to success in this role include deep call center expertise strong product and regulatory knowledge the ability to interpret complex analytical trends operational leadership and exceptional supplier management. The individual must possess a data-driven mindset a customer-centric approach and the executive presence to influence strategy and outcomes within a fast-paced FinTech environment.
Duties & Responsibilities - Operational Leadership
- Lead day-to-day operations of internal servicing and collections teams to ensure high-quality customer interactions effective loss mitigation and strong compliance execution.
- Oversee domestic and nearshore strategic vendor relationships to ensure alignment with performance quality and regulatory standards.
- Partner with Workforce Management and Operations Strategy to optimize staffing dialer strategies and channel contact methodologies.
- Embed continuous process improvement practices to drive efficiency and scalability.
Duties & Responsibilities - Collections Strategy & Optimization
- Collaborate in the design and implementation of comprehensive collections strategies across all delinquency stages (early mid late pre-charge-off) to optimize collections and cure rates.
- Drive the evolution of digital-first omni-channel collections including SMS email IVR chat self-service portals and AI-powered engagement tools.
- Partner with product credit risk and technology teams to improve the servicing value proposition optimize digital capabilities and enhance flexible payment solutions.
- Monitor portfolio trends economic indicators customer behavior and treatment performance to influence strategic adjustments.
Duties & Responsibilities - Reporting & Analysis
- Use insights from data analysis to identify performance gaps emerging risks and opportunities for optimization.
- Deliver clear actionable updates to executive leadership on portfolio trends and strategic recommendations.
Duties & Responsibilities - Risk Management & Control
- Ensure adherence to regulatory requirements (FDCPA UDAAP FCRA TCPA) and internal policies by maintaining a strong first line of defense control environment.
- Partner closely with Compliance Legal and Risk teams to anticipate and address regulatory changes audit findings and operational risks.
- Implement and maintain operational controls QA programs and compliance monitoring frameworks across internal teams and vendors.
Duties & Responsibilities - Strategic Leadership & Cross-Functional Partnership
- Serve as a senior advisor to the COO and executive team on collections strategy loss performance market conditions and consumer financial health.
- Influence broader operational strategy through insights related to customer behavior insights and lifecycle risk.
Duties & Responsibilities - Team Leadership & Development
- Lead mentor and develop directors managers and operational professionals.
- Foster a culture of accountability collaboration continuous learning and performance excellence.
Duties & Responsibilities - Stakeholder Management
- Maintain strong relationships with internal and external stakeholders acting as a trusted subject matter expert in servicing collections and loss mitigation.
- Communicate complex analytical and strategic concepts in clear concise terms to senior leadership and cross-functional partners.
Requirements
- Bachelors degree in Business Finance Operations or related field; Masters degree preferred.
- 10 years of experience in consumer lending servicing/collections leadership including strategy operations and vendor management.
- Extensive knowledge of collections regulations (FDCPA UDAAP TCPA FCRA) and compliance requirements.
- Demonstrated ability to develop and execute strategic initiatives that improve performance and drive measurable business impact.
- Strong analytical skills with experience interpreting complex datasets and developing actionable insights.
- Exceptional leadership communication and interpersonal skills with the ability to influence and collaborate across all organizational levels.
- Experience managing internal teams and external vendor networks in both digital and traditional voice environments.
$200000 - $250000 a year
This position is also eligible for an annual incentive bonus based on individual and company performance. Yearly incentive bonus target 30% of base salary.
Employee Benefits
Best Egg offers many additional benefits for our employees including (but not limited to):
Pre-tax and post-tax retirement savings plans with a competitive company matching
program
Generous paid time-off plans including vacation personal/sick time paid short--
term and long-term disability leaves paid parental leave and paid company
holidays
Multiple health care plans to choose from including dental and vision options
Flexible Spending Plans for Health Care Dependent Care and Health
Reimbursement Accounts
Company-paid benefits such as life insurance wellness platforms employee
assistance programs and Health Advocate programs
Other great discounted benefits include identity theft protection pet insurance
fitness center reimbursements and many more!
#LI-REMOTE
In compliance with the CCPA Best Egg is fully committed to handling the personal information and data of employees and job applications responsibly with respect and due care. Review our CCPA Employee Policy here
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
Exec
Key Skills
- Crisis Management
- Marketing
- Public Relations
- Fundraising
- Media Relations
- Constant Contact
- Strategic Planning
- Social Media Management
- Team Management
- Public Speaking
- Wordpress
- Writing Skills
About Company
Get low-interest personal loans quickly with Best Egg. Apply online in minutes & receive funds fast. Start your journey to financial stability now!
