Whisper Carts

Compensation

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Job Summary The Finance Operations Manager – Loan Servicing & Collections is responsible for overseeing all post-origination loan activities, including loan servicing, repayment monitoring, compliance oversight, and collections management. This role ensures portfolio health, regulatory compliance, accurate loan administration, and ethical collection practices. The position manages loan servicing specialists and collection teams, optimizes cash flow, minimizes delinquencies and losses, and ensures borrowers are treated fairly and consistently in accordance with applicable federal and state regulations. The role partners closely with Finance, Credit, and Customer Service to support sustainable growth while protecting the organization from operational, regulatory, and reputational risk. Key Responsibilities 1. Loan Servicing Operations • Oversee daily loan servicing operations, including repayment scheduling, interest calculations, account maintenance, and servicing adjustments in accordance with regulatory and internal compliance requirements. • Ensure accurate and timely processing of financed orders, posting of payments, adjustments, reversals, and reconciliations within the loan management system. • Maintain oversight of account-level accuracy to prevent billing errors, misapplied payments, or servicing discrepancies. • Monitor portfolio performance and proactively identify early warning indicators of delinquency, default, or servicing risk. • Establish, review, and enforce standardized customer communication protocols for: • Payment reminders • Account statements • Account audits and reconciliations. • Settlements and payoff requests • Customer service inquiries 2. Collections Management • Develop, implement, and monitor compliant collection strategies designed to: • Minimize delinquency. • Maximize recovery. • Preserve customer relationships where possible. • Supervise early-stage (“soft”) and late-stage (“hard”) collections teams, ensuring: • Fair treatment of borrowers • Consistent application of policies • Adherence to escalation timelines • Ensure all borrower interactions are documented accurately and maintained in compliance with record-retention requirements. • Oversee repayment restructuring, rescheduling, hardship accommodations, settlements, and write-offs in accordance with company policy and regulatory guidance. • Track, analyze, and report key collection metrics including: • Delinquency rates • Cure rates • Recovery ratios • Charge-offs and write-offs. 3. Risk Management & Compliance Oversight • Ensure all loan servicing and collection activities comply with: • Applicable federal, state, and local regulations • Internal compliance policies • Ethical servicing and collection standards • Maintain complete and accurate documentation and audit trails for all servicing and collection actions. • Partner with Finance and Compliance teams to prepare for and support: • Internal audits • External audits • Regulatory examinations or reviews • Identify operational or compliance gaps and recommend corrective actions. 4. Reporting & Portfolio Analysis • Produce regular portfolio performance and collections reports (bi-monthly or as required) for executive leadership. • Analyze delinquency trends, default drivers, and recovery performance to identify root causes and improvement opportunities. • Provide actionable insights and recommendations to the VP of Finance regarding: • Credit policy adjustments. • Collection strategy effectiveness • Risk mitigation opportunities. • Support financial planning and cash flow forecasting by providing accurate and timely repayment and recovery data. 5. Team Leadership & Development • Supervise, train, and develop loan servicing and collections staff. • Establish clear performance expectations and monthly KPIs for all team members. • Monitor productivity, quality, and compliance adherence across the team. • Foster a purposeful, compliant, and customer-respectful culture. • Coordinate cross-functionally with Credit, Finance, Sales, and Customer Service to ensure consistent borrower experience. Qualifications: Education • Bachelor’s Degree in Finance, Accounting, Economics, Business Administration, or a related field (required). Experience • Minimum 3+ years of experience in loan servicing, collections, or credit operations within financial services, banking, or consumer finance. • At least 3 years of supervisory or management experience overseeing servicing and/or collections teams. Skills & Competencies (Strong Working Knowledge of) • Collections workflows • Credit risk management. • Experience with loan management systems and financial reporting tools. • Strong analytical, problem-solving, and decision-making skills. • Excellent communication and negotiation abilities. • Demonstrated leadership capability with a focus on accountability and compliance. • High integrity and commitment to ethical and compliant practices. Key Performance Indicators (KPIs) • Loan repayment rate. • Delinquency and Non-Performing Loan (NPL) ratio • Collection efficiency ratio • Recovery rate on delinquent accounts • Customer retention and post-servicing satisfaction • Audit results and compliance scores. • Documentation and servicing accuracy metrics Working Conditions • Primarily office-based with standard business hours. • May require extended hours during: • Month-end close • Reporting cycles • Audits or regulatory reviews Job Type: Full-time Pay: $60,000.00 - $80,000.00 per year Benefits: • 401(k) • 401(k) matching • Dental insurance • Employee discount • Health insurance • Life insurance • Paid time off • Vision insurance Education: • Bachelor's (Required) Experience: • Loan Servicing, Collections and/or Credit Operations: 3 years (Required) • Supervisory and/or Management: 3 years (Required) Work Location: In person