Director, Consumer Lending (Loan Servicing)

Description

The Director, Consumer Lending (Loan Servicing), 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:

What You'll Do:

• Build, mentor, and lead a high performing team of servicing leaders to foster a culture of accountability, engagement, innovation, and continuous improvement in a high-volume consumer loan servicing environment.
• Lead all consumer loan servicing operations for indirect and direct vehicle loans and secured and unsecured lending products, ensuring accurate, efficient, and member-centric servicing throughout the loan lifecycle.
• Direct payment processing and payoff administration activities, ensuring timely application of payments, accurate payoff quotes, lien release management, and compliance with servicing standards.
• Oversee loan account maintenance functions including reclassifications, recalculations, payment adjustments, reversals, skip-a-payments, and other complex servicing transactions to ensure account integrity and accuracy.
• Partner with Consumer Lending, Third Party Lending, Collections, Risk, Compliance, Legal, and Technology teams to optimize servicing processes, implement automation solutions, and strengthen risk mitigation practices.
• Provide leadership and governance for complex loan research and resolution activities, partnering across departments to investigate servicing discrepancies, reconcile accounts, and resolve member issues.
• Ensure compliance with Servicemembers Civil Relief Act (SCRA), Military Lending Act (MLA), and other applicable federal and state regulations by establishing effective controls, monitoring practices, and staff training programs.
• Develop and execute servicing strategies that enhance operational performance, mitigate servicing risk, improve member satisfaction, and support organizational growth while maintaining strong audit and regulatory compliance results.

Essential Skills:

• 8+ years of progressive leadership experience in consumer loan servicing operations, with a strong emphasis on loan payments, payoffs, and adjustments.
• Proven track record of managing digital first or omnichannel loan servicing for a financial institution, fintech, or credit union.
• Demonstrated success in scaling operations, implementing process automation, and delivering measurable improvements in turn times, efficiency, and member experience.
• Experience leading and developing large operational teams, including managers and support teams.
• Deep expertise in consumer loan servicing workflows, document management, verification processes, and servicing setup.
• Thorough understanding of regulatory compliance requirements for consumer lending (FCRA, ECOA, Fair Lending, UDAAP, SCRA, MLA, TILA, state lending laws, etc.) and experience managing regulatory exams and audits.
• Experience partnering with technology and product teams to drive platform enhancements, automation, and seamless member experiences.
• Excellent cross-functional collaboration and communication skills, proven ability to partner effectively with originations, underwriting, technology, collections, and risk teams.
• Demonstrated ability to thrive in a fast paced, results-oriented environment with a track record of implementing large-scale process or technology transformations.
• Bachelor's degree in field relevant to role (or 4 additional years of relevant experience in lieu of a degree), advanced degree preferred.

Location:Hillsboro Corporate Office | Hillsboro OR 97124ORMarlborough Corporate Office | Marlborough, MA (HYBRID)

Target Compensation:$131,000 to $157,000 annually + annual bonus

#LI-MG1 #HYBRID #INDHI