Senior Vice President, Loan Servicing & Operations

Job Description

Job Description

iCreditWorks offers a highly configurable Platform-as-a-Service (PaaS) “Point-of-Sale” (POS) lending solution, including a first-in-market native mobile App and integrated payment technologies to drive B2B/B2B2C financing. Through cutting-edge mobile technology and artificial intelligence, we’re revolutionizing access to credit by delivering a seamless user experience for healthcare consumers and beyond. Join us in building innovative solutions that empower consumers and professionals alike!

Position Overview

As the Senior Vice President, Loan Servicing and Collections, you will be responsible for leading all loan servicing and operational activities for the Company, reporting to the Chief Loan Operations and Servicing Officer. This role involves managing all aspects of the service experience delivered through internal and outsourced teams. The ideal candidate will have extensive experience in loan servicing and operations, exceptional leadership skills and a track record of leveraging leading-edge technology solutions to maximize engagement, customer satisfaction and support rapid scale.

This role is also accountable for defining and executing a forward-looking digital servicing vision, leveraging advanced automation, data-driven decisioning, and emerging technologies, including agentic AI, to evolve servicing and collections into a scalable, efficient, compliant, and highly personalized operating model.

Key Responsibilities

Leadership

• Provide leadership, guidance, and mentorship to the servicing and collections team, fostering a culture of accountability, collaboration, and continuous improvement partnering with internal and outsourced resource
• Set clear performance expectations, establish goals, and monitor team performance to achieve service and collection targets and key performance indicators (KPIs).
• Conduct regular performance evaluations, provide constructive feedback, and identify opportunities for training and development.
• Serve as an executive sponsor for servicing technology modernization and AI-enablement initiatives, representing Servicing in enterprise-wide digital transformation efforts.

Customer Service

• Develop and implement service strategies and procedures to deliver a world-class experience with every interaction.
• Foster a customer-centric culture within the servicing and collections team, emphasizing empathy, professionalism, and effective communication.
• Maintain high levels of customer satisfaction by providing efficient and effective service across multiple services channels.
• Handle escalated customer issues and complaints, ensuring timely and satisfactory resolution.
• Gather and analyze customer feedback to improve servicing processes. Own and lead strategies to further enhance our external service reputation.

Collections

• Develop and implement collections strategies, policies, and procedures to optimize recovery efforts, aligned with the company's goals and risk appetite.
• Analyze delinquency and portfolio performance trends to identify areas for improvement and refine collection strategies.
• Collaborate with senior management to establish collection targets and performance benchmarks aligned with organizational objectives.
• Manage relationships with third-party vendors and partners, such as collection agencies and legal firms, to ensure alignment with company standards and objectives.

Digital Transformation & Technology Enablement

• Define and own the long-term digital vision for loan servicing and collections, emphasizing automation-first and AI-enabled operating models.
• Lead the evaluation, design, and implementation of advanced servicing technologies, including workflow automation, intelligent decision engines, self-service capabilities, and agentic AI solutions.
• Identify and deploy agentic AI use cases to enhance servicing efficiency and effectiveness, including but not limited to: intelligent case intake, triage, and routing, automated and AI-assisted borrower communications and agent assist tooling and real-time decision support
• Establish governance frameworks, controls, and KPIs for automated and AI-driven servicing activities.

Process Optimization

• Continuously evaluate and streamline collection processes, workflows and borrower communications to enhance effectiveness and improve the customer experience.
• Lead initiatives to redesign servicing and collections processes to support straight-through processing, digital self-service, and intelligent automation, replacing manual and reactive workflows with data-driven and AI-assisted operating models.
• Collaborate with cross-functional teams, including risk management, compliance, operations, and IT, to implement process improvements and system enhancements.

Compliance and Risk Management

• Ensure all loan servicing activities comply with federal and state regulations and internal policies. Partner with compliance on regulatory changes and update servicing procedures and practices accordingly.
• Assess credit risk and develop strategies to mitigate potential losses, including early identification of high-risk accounts and implementation of proactive risk management measures.
• Monitor and analyze portfolio performance metrics, such as delinquency rates, charge-off rates, and recovery rates, to identify emerging risks and opportunities for portfolio optimization.
• Implement effective loss mitigation strategies, including loan modifications and settlements, to minimize losses and maximize recovery.
• Partner with the Credit team to evaluate credit policy changes to mitigate future risk based on historic and emerging trends.

Reporting and Analysis:

• Generate, analyze, and present reports on loan servicing metrics to senior management.
• Identify trends, issues, and areas for improvement within the loan servicing department.
• Utilize data and facts to make informed decisions and recommendations.
• Develop reporting frameworks that measure the impact of automation and AI initiatives on cost-to-serve, resolution times, recovery performance, compliance outcomes, and customer satisfaction

Qualifications

• Bachelor's degree in business administration, finance, or a related field.
• Minimum of 10 years of progressive experience in loan servicing and collections, with at least 5 years in a leadership role.
• Proven experience in customer service and consumer collections management, preferably in the financial services industry, with a track record of achieving collection targets and reducing delinquency rates.
• Experience implementing innovative technology solutions to improve collections outcomes, preferably with integration with an app-based solution.
• Demonstrated experience leading digital transformation initiatives within loan servicing, collections, or financial operations.
• Hands-on experience implementing automation technologies, AI/ML-driven decisioning, or intelligent virtual/agent-assist solutions in a regulated environment.
• Strong leadership and managerial skills, with the ability to motivate and inspire team members, drive results, and foster a culture of excellence and accountability.
• In-depth knowledge of consumer lending products, credit risk management principles, and collections best practices.
• Excellent analytical, problem-solving, and decision-making skills, with the ability to analyze complex data, identify trends, and develop actionable insights.
• Exceptional communication and interpersonal skills, with the ability to build rapport with internal stakeholders, external partners, and customers, and effectively communicate complex concepts to diverse audiences.
• Strong project management skills, with the ability to prioritize and manage multiple initiatives simultaneously and drive cross-functional collaboration.
• Commitment to maintaining high ethical standards, integrity, and confidentiality in all aspects of service and collections interactions.
• Willingness to adapt to a fast-paced and dynamic work environment, embrace change, and proactively seek opportunities for professional growth and development.
• Commercial/small business service and collections experience preferred.
• Working knowledge of AI governance, model risk management, and regulatory expectations related to automated and AI-driven customer interactions

iCreditWorks, one of the fastest-growing FinTech platforms in the United States, offers innovative “Point-of-Sale” lending and digital payment technologies, including the first-in-market native mobile App that reinvents B2B/B2B2C lending.

Company Description

iCreditWorks, one of the fastest-growing FinTech platforms in the United States, offers innovative “Point-of-Sale” lending and digital payment technologies, including the first-in-market native mobile App that reinvents B2B/B2B2C lending.