Figure Lending

Figure Lending

Senior Operations Manager, Servicing & Collections

Charlotte, NC · Senior

No sponsorship$122k-$147kDetected 29 days ago
Data StructuresData AnalysisComplianceFinancial AnalysisAccountingProcess ImprovementVendor ManagementCustomer SupportLeadershipCommunicationProblem SolvingMentoringUnderwriting

About the role

  • This role is critical for ensuring efficient loan servicing processes, maintaining regulatory compliance, and optimizing collections strategies to minimize delinquency and loss while enhancing customer satisfaction.
  • This individual will ensure our people, processes, and systems are harmonized and simplified, providing end-to-end transparency, and align KPIs to value to all key stakeholders (Customer, Company, Community and Investors).

Responsibilities

  • Manage mortgage servicing operations, including payment processing, escrow, complaint management, account maintenance, customer service, and collections efforts for delinquent accounts.
  • Design and implement effective collections strategies and processes that balance customer service with recovery objectives, aiming to reduce delinquency rates, delinquency roll rates and maximize recoveries.
  • Team Development and Results Accountability: Lead, mentor, and build a high-performing team, fostering a culture of excellence, accountability, and continuous improvement in both servicing and collections.
  • Monitor key performance indicators (KPIs) and conduct data analysis to identify trends, inform decision-making, and drive operational improvements in servicing and collections.
  • Collaborate with underwriting, risk management, and legal teams to ensure seamless operations and effective resolution of servicing and collections issues.
  • develop strategies to mitigate these risks and enhance operational resilience.
  • work collaboratively across functions to design and implement initiatives.
  • Proactively evolve culture through providing feedback, ongoing monitoring, and coaching to develop highly effective team
  • Identify and assess risks related to loan servicing and collections; develop strategies to mitigate these risks and enhance operational resilience.
  • Identify initiatives and improvements in technology, systems, and policies to enhance service and employee retention; work collaboratively across functions to design and implement initiatives.

Requirements

  • Demonstrated financial analysis with basic accounting principles required.
  • In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Nice to have

  • Identify and assess risks related to loan servicing and collections
  • Define and execute policies and procedures to facilitate an enthusiastic, holistic, and effective collections model with a customer-centric approach.
  • Identify initiatives and improvements in technology, systems, and policies to enhance service and employee retention
  • Participate as a member of the Lending Operations and Servicing Leadership team
  • Support leadership team in systems / operations processes, customer relations & issue resolution, if escalation required
  • Minimum of ten (10) years in the financial service / consumer lending industry (preferably mortgage or HELOC experience).
  • Minimum of five (5) years in a leadership position in at least two of the following areas (Collections/Recovery, servicing administration/Operations)
  • Bachelor's degree preferred

Compensation

  • 25% annual bonus target, paid quarterly
  • $122,100 - $146,520/yr
  • This is the compensation range for the role in the United States.
  • Actual compensation may vary based on a candidate's experience, skills, location, internal equity, and evolving business needs.
  • While most offers are generally made within the middle of the range, final compensation is determined based on the factors above.
  • Depending on your residential location certain laws might regulate the way Figure manages applicant data.

Benefits

  • Comprehensive medical, dental, and vision coverage, with 100% employer-paid premiums for employees and their dependents on select plans
  • Company HSA, FSA, Dependent Care FSA, 401(k), and commuter benefits
  • Employer-paid life and disability insurance
  • 11 observed holidays and PTO plan
  • Up to 12 weeks of paid family leave
  • Continuing education reimbursement

Company info

  • FIGR) is transforming capital markets through blockchain.
  • We're proving that blockchain isn't just theory - it's powering real products used by hundreds of thousands of consumers and institutions.
  • By combining blockchain's transparency and efficiency with AI-driven automation, we've reimagined how loans are originated, funded, and traded in secondary markets.
  • From faster processing times to lower costs and reduced bias, our technology is helping borrowers, investors, and financial institutions achieve better outcomes.
  • Together with our 170+ partners, we've originated over $22 billion in home equity loans (HELOCs) on our blockchain-native platform, making Figure the largest non-bank provider of home equity financing in the U.S. Figure's ecosystem also includes YLDS, an SEC-registered yield-bearing stablecoin that operates as a tokenized money market fund, and several other products and platforms that are reshaping consumer finance and capital markets.
  • We're proud to be recognized as one of Forbes' Most Innovative Fintech Startups in 2025 and Fast Company's Most Innovative Companies in Finance and Personal Finance.

Visa & Work Authorization

  • Figure will not sponsor work visas for this position
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This listing is sourced directly from Figure Lending's careers page and normalized into a canonical job model.