Vice President Servicing and Collections

Why This Role Is Different:

Read this part carefully, because it will tell you whether this job is for you.

For the first 9 to 12 months, you will not have a department. You will be the department — selecting the platform, writing the procedures, negotiating the vendors, and doing the work yourself when that is what the day requires. There is no loan management system to inherit, no team to take over, no procedure manual to update, and no vendor bench to lean on. You will create all of it.

This role is for a builder who wants to hire their own team, not inherit one.

What you get in return:

Real authority. You own the platform decision, the vendor decisions, the operating model, the org design, and the budget. Not input — the decision.

The architecture is yours. Every servicing leader we have talked to has a list of things they would do differently if they could start over. This is that opportunity, and we want to hear the list.

A path. If this build works, this seat becomes the senior servicing executive of a national platform. We are not being coy about that.

Position Summary

The Vice President, Loan Servicing & Collections owns the entire post-funding loan lifecycle for Findara Auto Finance, LLC — customer service, payment processing, title and lien administration, collections, loss mitigation, bankruptcy servicing, repossession, remarketing, and recovery.

In the build phase, this role designs and stands up the servicing operation: platform selection and implementation, payment infrastructure, policies and procedures, vendor and outsourcing strategy, compliance execution, and reporting. In the operating phase, this role owns servicing performance — credit loss versus expectation, cost per account, cure and roll rates, customer experience, and audit and examination results.

This is a founding leadership position and a primary determinant of whether the company's credit performance lands where it was underwritten.

What You Will Own

Platform & Technology

• Partner with the technology team to select the loan management system: build the requirements, run the vendor RFP, lead demonstrations and reference checks, negotiate the contract, and lead implementation through go-live
• Design and stand up the payment infrastructure, including ACH, debit card, and cash/retail payment channels appropriate to a non-prime borrower base
• Select and implement the customer contact stack — dialer, IVR, SMS and email, self-service portal, call recording, and speech analytics
• Set the digital-first operating design and the targets that go with it: self-service payment share, digital engagement rate, and the deliberate use of human contact as the exception rather than the default
• Assist the technology team with the servicing technology roadmap and its integration into the broader Findara data and reporting architecture

Servicing & Customer Experience

• Design the servicing operating model end to end, from first payment through payoff
• Build the customer service function: contact channels, service standards, first-contact resolution, and quality standards
• Own payment processing, payment posting accuracy, and payment research
• Own portfolio title integrity — custody of perfected titles and ELT records, title maintenance, state-to-state transfers, duplicate titles, repossession titles, total loss handling, and payoff lien release within state-required timeframes
• Partner with Funding Operations on title perfection. Funding is responsible for origination-side execution — title application review, lien receipt validation, and title float tracking through confirmed perfection. Servicing is accountable for the perfected-lien position of the portfolio and accepts the handoff at confirmed perfection.
• Own collateral insurance tracking and the associated borrower communication

Collections & Loss Mitigation

• Design the collections strategy: segmentation, queue and treatment design, contact strategy and cadence, and channel mix by risk tier
• Write the loss mitigation framework — extensions, deferments, modifications, settlements, and the authority matrix governing each
• Establish delinquency, roll rate, cure rate, and net loss targets and hold the operation to them
• Build the early-stage strategy around the fact that most of the outcome is determined in the first 30 days

Bankruptcy Servicing

• Build the bankruptcy servicing function, including post-petition Chapter 13 administration
• Own proof of claim preparation and lifecycle management
• Own trustee payment reconciliation, including aggregated remittance handling and application accuracy
• Maintain pre-petition and post-petition ledger segregation
• Ensure stay-compliant collections treatment, and manage the dismissal and conversion workflow
• Ensure bankruptcy-correct credit bureau furnishing
• Findara anticipates operating a meaningful Chapter 13 lending program. Candidates with direct post-petition Chapter 13 auto servicing experience will be given significant preference.

Repossession, Remarketing & Recovery

• Build the repossession program: assignment criteria, forwarder and agent network, compliance controls, personal property handling, and redemption and reinstatement process
• Own remarketing strategy, channel selection, and sale execution
• Own post-charge-off recovery strategy, deficiency handling, and third-party placement
• Vendor & Outsourcing Strategy
• Make the build-versus-buy decision for each servicing function and own the timing of any transition from outsourced to in-house
• Select, contract, and manage servicing BPOs, repossession forwarders, skip trace providers, remarketing partners, and bankruptcy service providers
• Build the third-party oversight program: due diligence, contractual standards, performance scorecards, monitoring, and audit rights

Compliance Execution

• Partner with Compliance team to build a servicing operation that is compliant by design, including FDCPA and Regulation F, TCPA consent and revocation management, UDAAP, SCRA and MLA including required scrubs, ECOA, FCRA and Metro 2 furnishing accuracy, and state-specific repossession and collections requirements
• Establish 100% call recording, quality assurance, and monitoring
• Build the complaint management process and the associated register and reporting
• Serve as the operational subject matter expert in regulatory examinations, audits, and investor due diligence

Reporting & Analytics

• Define the servicing data model and the reporting suite: operational dashboards, delinquency and roll rate reporting, static pool and vintage loss reporting, recovery performance, and unit cost reporting
• Portfolio perfection reporting, including percent perfected and title exception status for warehouse lenders, collateral audits, and investor due diligence
• Produce servicing and portfolio reporting for executive management, warehouse lenders, and institutional investors
• Own the servicing budget and cost per active account

Team & Organization

• Own the staffing model, the hiring plan, and the decision of where and how the servicing organization is built
• Recruit, hire, train, and develop the servicing and collections team
• Set individual and departmental performance standards and manage to them
• Build the culture of an operation that treats borrowers fairly and lawfully as a matter of standard, not exception