Senior Manager, Loan Operations

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

📋 Description

• Collaborate across Operations to establish Core Loan Operations: Develop and execute operational workflows for areas such as customer service, delinquency management, and account maintenance.

• Take the lead in documenting Standard Operating Procedures (SOPs) across all operational areas.

• Partner with functional leaders to define service expectations and monitor performance standards, Service Level Agreements (SLAs), and Quality Assurance (QA) frameworks.

• Work alongside the Head of Collections & Recoveries to create and implement a delinquency management strategy.

• Manage Back-Office & Compliance Operations, overseeing complaint handling and the processes for regulatory responses.

• Create, document, and manage exception account handling (e.g., deceased accounts, bankruptcy cases, credit bureau disputes).

• Compile operational reports to facilitate audits, compliance assessments, and executive oversight.

⛳️ Requirements

• 5–8 years of experience in consumer lending operations, servicing, collections, or similar fields.

• Strong preference for experience with installment loans, personal loans, or other regulated consumer credit products.

• Proven experience in managing customer service and/or collections teams, whether in-house or outsourced.

• Familiarity with loan servicing platforms, dialing systems, CRM tools, and payment processing solutions.

• Solid understanding of consumer lending regulatory frameworks (FDCPA, UDAAP, FCRA, state lending regulations).

• Strong analytical abilities with a track record of developing and managing operational KPIs.

• Excellent skills in cross-functional collaboration and a comfort level in working with Product, Risk, Legal, and Engineering teams.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage

• 20 PTO days + 11 paid holidays

• 401(k) retirement plan with company matching

• Student Loan & Tuition Reimbursement

• Commuter assistance

• Parental leave (both maternal and paternal)

• Inclusion and Associate Engagement Programs