VP, Consumer Loan Servicing

This VP, CL Servicing position provides strategic and operational leadership for the servicing of consumer lending products and services across the lending channel. This role is accountable for driving sustainable growth, operational excellence, and a strong consumer experience while ensuring loan servicing activities are executed within established risk, regulatory, and policy frameworks.

Here’s what you can expect from the job and what you need to be successful:

• Lead, develop, and mentor multiple direct reports and the consumer loan servicing organization, fostering a culture of accountability, engagement, and operational excellence
• Provide leadership and oversight for consumer loan servicing, including collateral management, loan research, and payment servicing across the full consumer loan lifecycle.
• Oversee Collateral Management, including vehicle title perfection, lien releases, and ongoing insurance tracking, ensuring regulatory compliance and risk mitigation.
• Direct Loan Research activities, resolving complex member, operational, and system-related issues through timely investigation and rootcause analysis.
• Manage Payment Servicing operations, including payment and payoff processing, exception handling, and servicing quality controls.
• Establish and maintain servicing policies, procedures, and internal controls to ensure compliance with applicable regulations, audits, and examinations.
• Directly manage the consumer loan servicing budget, including expense management, staffing models, vendor oversight, and productivity optimization.
• Provide oversight of ancillary consumer loan products, including Guaranteed Asset Protection (GAP) with responsibility for GAP refunds, and administration of the Mechanical Breakdown Insurance (MBI) and Debt Protection (DP) programs, ensuring strong vendor management, regulatory compliance, and member experience.
• Partner with Direct Consumer Lending, Consumer Loan Business Support, Cards, Third Party Lending, Collections, Technology, Risk/Compliance, Legal, Experience/Marketing, and Accounting/Finance leaders to improve servicing efficiency, member experience, and operational scalability

• 10+ years’ experience leading consumer loan servicing organizations, including payment servicing, collateral management, and loan research in a regulated financial environment.
• 8+ years’ experience as a people leader, leading a diverse team including hiring, coaching and performance management.
• Demonstrated success overseeing high volume servicing operations while driving efficiency, quality, compliance, and strong member experience outcomes.
• Experience managing and optimizing vendor supported products and services, including strong performance management and regulatory oversight. Track record of partnering cross-functionally with Direct Consumer Lending, Business Support, Cards, Collections, Technology, Risk/Compliance, Legal, Marketing, and Finance leaders to improve servicing effectiveness and scalability.
• Deep knowledge of consumer loan servicing across the full loan lifecycle, including collateral management, loan research, payment servicing, and ancillary product administration.
• Strong understanding of collateral management requirements, including vehicle title perfection, lien releases, and insurance tracking, with focus on regulatory compliance and risk mitigation.
• Working knowledge of servicing related regulations, audits, and examination requirements, including internal controls, issue management, and remediation expectations.
• Knowledge of ancillary consumer loan products such as Guaranteed Asset Protection (GAP), Mechanical Breakdown Insurance (MBI), and Debt Protection (DP), including vendor oversight and refund administration.
• Proven people leadership skills with the ability to lead, develop, and mentor senior leaders and teams while fostering accountability, engagement, and operational excellence.
• Strong operational leadership and problem solving skills, including oversight of complex loan research, root cause analysis, and resolution of member, system, and operational issues.
• Financial and analytical skills, including management of operating budgets,…