VP of Servicing & Collections

VP Of Servicing & Collections

Equify Financial is seeking a highly experienced and strategic Vice President, Servicing & Collections to lead our client relationship strategy, customer service operations, and collections across the full customer lifecycle. This senior role is critical to driving client retention, service excellence, portfolio performance, and long-term profitability within our equipment finance and commercial lending portfolio. This role will oversee Relationship Management, Customer Service, and Collections, ensuring a high-touch, data-driven client experience while optimizing delinquency management, recovery outcomes, and risk mitigation. The role requires a seasoned leader who can balance strong client advocacy with disciplined portfolio oversight, leverage CRM and analytics to scale operations, and partner cross-functionally to support Equify Financial's growth.

Key Responsibilities

• Lead and execute Equify Financial's end-to-end client relationship, service, and collections strategy, driving customer satisfaction, retention, portfolio performance, and long-term profitability.
• Serve as the senior escalation point for complex or high-impact customer service and collections matters, ensuring resolutions align with business objectives, regulatory requirements, and brand standards.
• Establish, monitor, and optimize performance standards, KPIs, and service-level metrics across customer service, relationship management, and collections functions.
• Develop and oversee comprehensive collections, workout, and recovery strategies to minimize delinquencies, reduce charge-offs, and maximize asset recovery across the portfolio.
• Provide senior oversight of all collections operations, including early-stage delinquency management, restructures, negotiations, and third-party recovery efforts.
• Analyze portfolio, servicing, and collections data to identify trends, proactively mitigate risk, and continuously improve outcomes through data-driven decision making.
• Define, enforce, and evolve collections and servicing policies, procedures, and controls in compliance with all applicable federal and state regulations.
• Maintain strong relationships with borrowers, vendors, and external service providers to support effective servicing, negotiations, and recovery processes.
• Provide ownership of Salesforce CRM utilization across client lifecycle management, collections workflows, reporting, and service operations.
• Partner with technology and operations teams to enhance automation, reporting accuracy, data integrity, and scalability across service and collections platforms.
• Ensure all customer service, relationship management, and collections teams are fully trained and equipped to leverage CRM tools, analytics, and standardized processes.
• Oversee reporting and analysis of key service and collections metrics, including response and resolution times, call trends, delinquency rates, recovery performance, and portfolio risk indicators.
• Identify operational friction points and optimization opportunities to improve client experience, efficiency, and resource allocation.
• Collaborate closely with Sales, Credit, Legal, Asset Management, and Executive Leadership to deliver a seamless, consistent customer experience across the full lifecycle.
• Contribute to enterprise planning, customer segmentation, and service model evolution as the business scales.
• Provide thought leadership on balancing exceptional client experience with disciplined risk management in a growing equipment finance platform.

Required Education, Experience, and Qualifications

• Bachelor's degree in business, Finance, or a related field required.
• MBA or relevant professional certification (e.g., CCE, CFA, CLFP) preferred.
• 10+ years of progressive experience in client relationship management, customer service, collections, or portfolio management within financial services, equipment finance, or commercial lending.
• 5+ years in a senior leadership role with direct oversight of multiple client-facing and/or collections teams.
• Deep knowledge of equipment finance, commercial lending, servicing, and asset recovery with a proven track record of optimizing both client outcomes and portfolio performance.
• Demonstrated success driving operational excellence, service transformation, and scalability through CRM platforms (Salesforce expertise strongly preferred).
• Strong analytical and data-driven mindset, with the ability to translate insights into actionable strategies.
• Executive-level communication, negotiation, and stakeholder management skills.
• Experience leading change initiatives in growing or evolving organizations strongly preferred.
• Salesforce certifications or hands-on platform customization/administration experience preferred.

Working Conditions

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.
• Positions self to install equipment, including under desks.
• Moves throughout the building to access files.
• Must be able to comprehend and follow written and oral instructions.
• Must be able to complete tasks even with frequent interruptions.
• Must be able to use discretion and independent judgment as needed.
• Must be able to speak clearly on the phone and to fellow workers.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.