Senior Director, Institutional Loan Servicing

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

📋 Description

• Supervise the College's institutional loan portfolio, which includes iLoan.

• Oversee the servicing of institutional loans, including repayment, collections, and management of delinquency.

• Create strategies for collections, repayment solutions, and account treatment plans tailored to borrower risk and repayment status.

• Evaluate portfolio performance through reporting, file reviews, and analysis of borrower behavior trends.

• Develop and enforce policies, procedures, controls, and documentation standards for loan servicing and collections.

• Collaborate with Legal and Compliance to ensure conformity with regulations and readiness for audits.

• Stay updated on regulatory changes and implement necessary process, training, and system modifications.

• Create operational workflows and early-intervention strategies to assist borrowers and minimize delinquency.

• Work alongside Financial Aid and campus stakeholders to foster accountability in repayment.

• Manage third-party servicers, collection agencies, and technology partners.

• Spearhead financial literacy initiatives centered on borrowing, budgeting, and successful repayment.

• Design dashboards and executive reports that monitor portfolio performance, delinquency trends, recovery rates, vendor outcomes, and repayment metrics.

• Enhance outreach strategies, payment arrangements, hardship solutions, collection treatments, vendor assignments, and escalation processes.

• Lead and cultivate a team focused on servicing and collections.

• Act as the operational subject matter expert in institutional loan servicing, student receivables, repayment trends, collections strategies, data integrity, loan-level assessments, and operational risk management.

• Partner with Financial Aid, Finance, IT, Student Services, Compliance, and external stakeholders on procedures, training, system improvements, and performance expectations.

⛳️ Requirements

• A Bachelor’s degree in business, finance, operations, compliance, higher education administration, or a related area; equivalent senior-level experience may be taken into account.

• A minimum of 8 years of progressive experience in consumer or student-loan servicing, collections, receivables management, repayment operations, portfolio analytics, or a related regulated field.

• At least 3 years of experience leading teams, managing projects, vendors, or cross-functional workstreams in a director-level or senior management role.

• Proven track record in developing collection strategies, treatment matrices, policies, controls, and performance management programs.

• Familiarity with federal and state regulations impacting servicing, collections, consumer communications, privacy, complaints, and third-party oversight.

• Experience in selecting, implementing, and overseeing collection agencies, servicers, technology platforms, or related vendors.

• Strong analytical abilities, encompassing account-level reviews, file-level analysis, portfolio segmentation, tracking repayment performance, forecasting, KPI design, budgeting, and executive reporting.

• Excellent communication and change-management skills, capable of elucidating data insights, file-level examples, repayment trends, and operational recommendations to senior leadership and cross-functional teams.

• Discretion and sound judgment in managing confidential student and financial information.

🏝️ Benefits

• A vibrant organizational culture within a nurturing working environment.

• Generous paid time off (PTO) and holiday benefits.

• Comprehensive medical, dental, and vision insurance.

• 401(k) plan with company matching.