Director of Servicing
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Job Description
About the Role:
At Navitas Credit, our success is built on the strength of our people. We are guided by superior knowledge, a passion for delivering quality service, and the trust we have earned from our indirect and direct partners, as well as our team members.
We are seeking a Director of Servicing who will be responsible for overseeing the end-to-end servicing operations to ensure exceptional client satisfaction and operational efficiency. This position requires strategic oversight of servicing teams, recovery optimization, and compliance adherence to Navitas’s Customer Care Statement, to maintain low delinquencies and charge-offs. The Director will collaborate cross-functionally with other departments to drive continuous improvement initiatives and implement best practices that enhance service delivery. This position will report directly to the VP of Servicing.
Education & Experience:
- Bachelor’s degree in Finance, Business Administration, or a related field or a minimum of 5 years related experience and/or training, or equivalent combination of education and experience.
- Proven leadership experience managing teams and driving operational improvements
- Strong knowledge of financial regulations and compliance requirements
- Excellent communication and interpersonal skills
- Computer skills required: Database Software (Access) and advanced proficiency in Microsoft Excel
Skills, Knowledge and Abilities:
- Analyzes servicing data, identifies trends, and implements solutions that enhance efficiency, quality, and compliance.
- Facilitates cross-functional collaboration and communicates effectively with stakeholders, including senior management.
- Maintains knowledge of applicable regulatory requirements and ensures servicing activities adhere to legal, ethical, and company standards.
- Leverages technology and servicing platforms to optimize workflows, improve productivity, and support client relationship management.
- Demonstrates strong problem-solving and analytical skills, including researching information, developing procedures, and resolving issues in a timely manner.
- Continuously develops professional knowledge and skills to support organizational objectives and industry best practices.
Responsibilities:
- Lead and manage the servicing department, including hiring, onboarding, training, performance management, and addressing of concerns/complaints.
- Develop and implement servicing strategies that improve customer experience and operational efficiency.
- Ensure compliance with all relevant financial regulations and internal policies.
- Monitor and analyze servicing metrics to identify trends, risks, and opportunities for improvement.
- Oversee the management of client accounts, ensuring timely and accurate servicing activities.
- Prepare and present regular reports to VP of Servicing on servicing performance and strategic initiatives.
- Manage budgets and allocate resources effectively to meet departmental goals.
- Utilizes leadership, strategic planning, and decision-making skills to drive operational excellence and deliver superior client service.
Competencies:
- Leadership & Collaboration: Builds positive working relationships, promotes teamwork, develops employees, delegates effectively, provides feedback, and fosters an inclusive and respectful work environment.
- Communication & Customer Focus: Communicates clearly and professionally through verbal and written channels, actively listens, responds effectively to customer and stakeholder needs, and maintains strong service relationships.
- Business Acumen & Strategic Thinking: Understands organizational objectives, market conditions, and business impacts; aligns decisions and actions with strategic priorities and long-term goals.
- Problem Solving & Decision Making: Analyzes information, exercises sound
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