Director, Credit Service Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Create and implement the strategic vision for Lenders One's credit services platform.

• Identify opportunities in the market, industry trends, technologies, and potential product enhancements.

• Drive initiatives focused on member utilization, revenue generation, and profitability growth.

• Collaborate with executive leadership to establish annual business objectives, operational targets, and growth strategies.

• Develop comprehensive business cases, financial models, and strategic recommendations.

• Oversee all operational functions of Lenders One Credit.

• Set policies, procedures, workflows, and performance standards.

• Monitor service level agreements, quality metrics, turnaround times, and customer satisfaction levels.

• Implement process improvements, cost reductions, automation, and enhancements to services.

• Utilize data analytics and operational reporting to identify trends, risks, and opportunities.

• Manage relationships with credit bureaus, verification providers, fraud detection vendors, flood certification companies, compliance providers, loan operating system partners, and technology vendors.

• Negotiate contracts, pricing structures, service agreements, and strategic partnerships.

• Conduct vendor performance evaluations and establish key performance indicators.

• Evaluate, onboard, and manage new vendors and service providers.

• Build relationships at the executive level with mortgage lenders, banks, credit unions, and financial institutions across the nation.

• Provide guidance to members and partners on credit reporting, verification services, regulatory developments, and operational best practices.

• Assist with member acquisition, retention, and expansion in collaboration with sales and business development teams.

• Conduct business reviews with members and address escalated operational issues.

• Lead the implementation of new solutions, services, platforms, and process improvements.

• Enhance system integrations and optimize member workflows.

• Collect member feedback and prioritize necessary product enhancements.

• Support the creation of training materials, implementation guides, operational procedures, and member communications.

• Ensure integration of credit services within mortgage origination workflows and loan operating systems.

• Guarantee compliance with mortgage lending regulations, FCRA, data privacy standards, and internal compliance requirements.

• Collaborate with legal, compliance, and information security teams on operational and vendor risk management.

• Develop controls and monitoring processes to ensure audit readiness and regulatory compliance.

• Recruit, mentor, and develop operational staff.

• Set performance expectations, goals, and development plans.

• Lead cross-functional initiatives involving operations, technology, sales, compliance, finance, and executive leadership.

• Represent Lenders One at conferences, industry events, member meetings, webinars, advisory boards, and networking events.

• Stay informed about industry, regulatory, technology, and competitive developments.

⛳️ Requirements

• Bachelor’s degree in Business Administration, Finance, Mortgage Banking, Operations Management, or a related field.

• Over 10 years of experience in mortgage lending, credit services, credit reporting, verification services, or related financial services operations.

• At least 5 years of leadership experience managing operational teams, vendor relationships, or business units.

• Extensive understanding of mortgage origination, underwriting processes, credit data, and verification solutions.

• Proven track record in managing strategic vendor partnerships and enterprise-level client relationships.

• Strong financial, analytical, and operational management capabilities.

• Experience in developing and executing growth strategies, operational enhancements, and service improvements.

• Exceptional skills in communication, presentation, negotiation, and relationship management.

• Proficient in utilizing CRM systems, reporting tools, and operational analytics platforms.

• Familiarity with credit bureaus, credit resellers, credit reporting agencies, or mortgage technology providers.

• Knowledge of FCRA, RESPA, TRID, and mortgage regulatory requirements.

• Experience working with mortgage cooperatives, lender networks, credit unions, or community banks.

• Familiarity with loan operating systems, workflow automation tools, and vendor management systems.

• MBA or advanced industry certifications are preferred.

🏝️ Benefits

• Bonus.

• 401k plans with company matching.

• Comprehensive Medical, Dental, and Vision insurance plans.

• Tax-free Flexible Spending Account.

• Life insurance.

• Short-term and long-term disability.

• Wellness/EAP Programs.

• 10 paid holidays.

• 19 paid-time-off days per year.

• Paid Parental Leave.

• Remote work flexibility.

• Inclusive culture.

• Employee training.

• Fair and impartial hiring, training, and growth opportunities.