Servicing Manager

Job Overview

The Servicing Manager is responsible for the day-to-day management of the loan servicing team, owning the operational performance of collections and customer service from loan boarding through payoff or recovery.

Reporting to the Director of Servicing, this role is hands-on and data-driven, with responsibility for directing daily work, managing domestic and BPO teams, optimizing call center software to ensure contact rates and collection performance, and ensuring service levels, compliance, and portfolio objectives are met.

If you love leading a high-performing call center team, turning data into decisions, and bringing structure to high-volume servicing operations, this role is a great fit. You’ll thrive here if you enjoy coaching frontline teams, managing the technology that powers the floor, and partnering directly with clients to deliver results.

What you'll do

Call Center Reporting

• Produce and distribute regular call center reporting on key operational metrics, including call volumes, contact rate, average handle time (AHT), hold times, and collections performance




• Develop, maintain, and distribute agent scorecards to track individual and team performance against targets




• Wield performance and call center data to identify trends, diagnose issues, and recommend actions to drive performance




• Translate reporting and data into actionable insights for leadership and frontline teams

Call Center Management

• Administer and manage the contact center platform, including configuration, campaign and queue setup, IVR and dialer settings, user management, and ongoing optimization




• Own staffing and scheduling across domestic and offshore teams to ensure proper coverage across all hours of operation and consistent achievement of service levels




• Perform capacity planning and forecasting to anticipate call volumes and delinquency trends and align staffing to demand




• Handle account escalations, ensuring disputes and complaints are resolved promptly, professionally, and in compliance with applicable regulations




• Use the dialer platform and loan management system to balance workloads, optimize team structures, and allocate resources for scalable, efficient operations

Client-Facing

• Complete account audits and respond to client account requests accurately and within established timeframes




• Prepare and deliver performance reporting to clients, clearly communicating portfolio and call center results against objectives




• Build proactive, positive relationships with business partners, peers, and customers




• Handle escalated questions and issues from clients related to servicing activities

Team Leadership & Workforce Management

• Lead, inspire, and motivate team leaders and agents while cultivating high performance through coaching, mentoring, and ongoing training




• Maintain proper staffing levels utilizing a consistent recruiting and selection process for new talent




• Support the development of leadership within the call center




• Regularly review training materials and curriculum to ensure servicing team members are sufficiently trained to achieve department objectives

Compliance & Process Management

• Ensure all servicing activities and communications operate in compliance with state and federal regulations




• Follow and help maintain policies and SOPs aligned to Reg F/FDCPA, UDAAP, TCPA, SCRA, GLBA, and relevant state rules




• Standardize procedures, controls, and documentation across the servicing lifecycle




• Identify and implement process improvement initiatives, resolve issues as they arise, and perform root-cause analysis to prevent recurrence

What Success Looks Like

• Call center service levels consistently met with controlled abandonment and hold times




• Reduced delinquency and charge-offs with improved cash flow across portfolios




• Accurate, on-time call center and client reporting that drives decisions




• Properly staffed and scheduled teams aligned to forecasted demand




• Clean audit outcomes and full compliance with applicable regulations




• Scalable operations and processes that support client growth

What we're looking for

• 4+ years of experience in collections, loan servicing, call center operations, or BPO management




• Demonstrated experience leading high-performing teams and managing competing priorities




• Hands-on experience administering a contact center platform such as Five9, including dialer and campaign management




• Strong analytical skills with the ability to build reporting and scorecards and translate data into decisions




• Experience with staffing, scheduling, capacity planning, and forecasting in a call center environment




• Working knowledge of collections regulations (Reg F/FDCPA, UDAAP, TCPA, SCRA, GLBA) and relevant state rules




• Experience handling client-facing reporting, audits, and account requests




• High attention to detail and a proactive, ownership-driven mindset

Nice to Have

• Experience in a multi-client servicing or sub-servicing environment




• Exposure to auto, RV, marine, or specialty collateral portfolios




• Familiarity with business intelligence and reporting tools such as Power BI or Tableau




• Experience with loan management systems and speech analytics or AI-driven call center technology