Manager, Servicing & Collections
Remote / Hybrid Schedule Job Opportunity from Chesterbrook, PA
The Servicing & Collections Manager will lead the loan servicing operations for our personal debt resolution loan portfolio. This is a critical, hands‑on leadership role responsible for overseeing both servicing and collections functions, driving loss‑mitigation performance, and ensuring a best‑in‑class customer experience for a near‑prime borrower population. This position has an opportunity to take on strategic responsibilities, including: collections segmentation, process optimization, analytics oversight, and ownership of procedures.
Responsibilities:- Recruit, train, mentor, and develop servicing and collections staff
- Establish performance metrics and quality assurance standards.
- Foster a culture of empathy, accountability, and continuous improvement.
- Oversee loan servicing, including payment processing, customer support, account maintenance, credit bureau disputes, and compliance-driven operational tasks.
- Lead early‑ and late‑stage collections, focusing on customer‑centric outreach and effective loss mitigation.
- Build and maintain SOPs, training guides, and QA procedures.
- Implement process controls aligned with CFPB servicing standards, FDCPA requirements, UDAAP considerations, and internal policies.
- Collaborate with cross-functional partners on special servicing scenarios.
- Partner with Credit Team to refine collections strategies.
- Identify root‑cause trends and recommend policy or workflow changes to improve credit outcomes and operational efficiency.
- Support forecasting, capacity planning, and long‑term portfolio optimization.
- Drive standardization and automation of high‑volume processes.
- Partner with Engineering and Product teams to improve system functionality.
Requirements
- Minimum five years of experience in loan servicing and/or collections, with at least two years in a leadership or supervisory role.
- Experience working with near‑prime or non‑prime borrowers, particularly in repayment or debt‑resolution contexts.
- Strong knowledge of loan servicing standards, including regulatory expectations and industry best practices.
- Demonstrated ability to manage remote, globally distributed teams.
- Proven success in improving delinquency outcomes, reducing losses, or optimizing collections strategies.
- Excellent analytical, communication, and problem‑solving skills.
- Highly organized, disciplined, and capable of scaling operations in a fast‑growing environment.
- Experience with debt‑resolution repayment programs and/or familiarity with Nortridge is a plus
The skills mentioned above only describe the essential job functions and are not intended to be a complete list of all duties and responsibilities. All job functions must be performed in accordance with The J.G. Wentworth Company policies and procedures.
Benefits
- Full Medical/Vision/Dental Benefits
- 401K with Company Match
- Flexible Hybrid or Remote Schedule
- 15 Days PTO
- Paid Holidays
- An Unmatched Company Culture
- On-Site Gym & Gym Membership Reimbursement
- Monthly, Quarterly and Annual Bonuses
- Employee Referral Bonuses
- Public Transportation Discounts
- Company Happy Hours
- Business Casual Dress Code
Start building your career with J.G. Wentworth today!
J.G. Wentworth is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. J.G. Wentworth makes hiring decisions based solely on qualifications, merit, and business needs at the time.
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