Senior Manager, Loan Operations
New
K
KoalafiFintech / Consumer Lending
Remote (US), Richmond, VA or Arlington, VAFull-TimeManager
Salary$94,000-$127,000 per year (depending on experience and location)
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Job Details
- Experience
- 5–8 years
- Required Skills
- ComplianceCRM
Requirements
- 5–8 years of experience in consumer lending operations, servicing, collections, or related functions.
- Direct experience managing internal or outsourced customer service and/or collections teams.
- Strong understanding of consumer lending regulatory frameworks including FDCPA, UDAAP, FCRA, and state lending regulations.
- Proficiency with loan servicing platforms, dialers, CRM systems, and payment processing tools.
- Strong analytical skills with experience building and managing operational KPIs.
- Experience launching or scaling servicing functions for installment or personal loans.
- Excellent cross-functional collaboration skills working with Product, Risk, Legal, and Engineering teams.
- Proven ability to build processes from scratch and manage operational ambiguity.
Responsibilities
- Design and implement operational workflows for customer service, delinquency management, and account maintenance.
- Develop and document SOPs across all operational functions.
- Collaborate with functional leaders to establish performance standards, SLAs, and QA frameworks.
- Launch delinquency management strategies including compliant outreach via dialer, SMS, email, and mail.
- Monitor roll rates, delinquency curves, and recovery performance in partnership with the Risk team.
- Manage third-party collection agencies and recovery vendors.
- Oversee complaint handling, exception account handling, and regulatory responses.
- Prepare operational reporting for audits, compliance reviews, and executive oversight.
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