AVP of Customer Care & Collections

Overview

The AVP of Customer Care & Collections is responsible for leading all customer-facing servicing operations and delinquency management strategies across the mortgage servicing portfolio. This executive will drive customer satisfaction, portfolio performance, regulatory compliance, operational efficiency, and loss mitigation outcomes while overseeing Customer Care, Collections, Early-Stage Delinquency, Default Operations, and Escalations teams. The ideal candidate combines deep mortgage servicing expertise with strong leadership, regulatory knowledge, and a proven track record of improving borrower experience while reducing delinquency and credit losses.

• Lead all customer service functions including inbound/outbound servicing, borrower inquiries, escrow, payment processing support, and complaint resolution.
• Develop and execute strategies to improve customer satisfaction, first-call resolution, and service-level performance.
• Oversee quality assurance, workforce management, and training programs.
• Ensure consistent delivery of a best-in-class borrower experience across all servicing channels.

• Direct collections strategies for early-stage and late-stage delinquency portfolios.
• Develop and implement collection treatments, contact strategies, segmentation models, and performance scorecards.
• Drive roll‑rate improvements, cure rates, right‑party contact rates, and delinquency reduction initiatives.
• Monitor portfolio trends and implement corrective actions to minimize losses and improve borrower retention.

• Partner with Loss Mitigation and Default Servicing teams to ensure seamless borrower transitions through hardship assistance programs.
• Support execution of modification, repayment, deferment, and foreclosure avoidance strategies.
• Evaluate portfolio performance and identify opportunities to improve workout success rates.

• Ensure adherence to CFPB, RESPA, FDCPA, FCRA, FHA, VA, GSE, state, and investor servicing requirements.
• Maintain strong controls around borrower communications, complaint management, and collection activities.
• Partner with Compliance, Legal, Audit, and Risk teams during examinations and audits.
• Drive remediation efforts and corrective action plans when needed.

• Establish and monitor KPIs, SLAs, and operational scorecards.
• Utilize analytics to identify trends, optimize staffing, and improve performance.
• Lead process improvement initiatives utilizing Lean, Six Sigma, or continuous improvement methodologies.
• Oversee vendor and outsourcing relationships as applicable.

• Lead multiple managers and large-scale servicing teams.
• Build a culture focused on accountability, customer advocacy, performance, and compliance.
• Develop succession plans and leadership development programs.
• Manage departmental budgets and resource planning.

• Bachelor's degree in Business, Finance, Accounting, or related field.
• 10+ years of mortgage servicing experience.
• 7+ years of progressive leadership experience managing customer service and collections operations.
• Strong understanding of mortgage servicing lifecycle, delinquency management, loss mitigation, CFPB servicing regulations, and GSE/FHA/VA servicing requirements.
• Experience managing large servicing portfolios and multi‑site teams.
• Demonstrated success improving customer experience and collections performance.

• Competitive compensation and full benefits package including medical, dental, and vision.
• 100% company‑paid life insurance and disability coverage.
• 401(k) with company matching.
• 17 days PTO (increases with tenure) and 9 company‑paid holidays.
• Professional but fun, casual work environment and great team culture.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.