Back to jobs
New

Senior Operations Manager - Servicing

Reno, NV

About Figure

Figure is revolutionizing financial services with its disruptive technology platform. Our flagship product is the #1 non-bank HELOC in America. We’re delivering new consumer lending products and a capital markets ecosystem that maximize efficiency and transparency – by capitalizing on our loan origination activities, extensive network of partners, and growing pool of assets.

Join a team of 450+ people at Figure who have originated $11+ billion in loan volume. We’re very profitable and growing fast!

Figure has raised $469 million from top investors like Ribbit Capital, DST, Apollo, and Morgan Creek.

FastCo Most Innovative Companies

Forbes Top 50 Blockchain Companies

About the Role

The Senior Operations Manager within Customer Operations will lead the strategic direction and operational management of the mortgage loan servicing and collections functions. This role is critical for ensuring efficient loan servicing processes, maintaining regulatory compliance, and optimizing collections strategies to minimize delinquency and loss while enhancing customer satisfaction. The incumbent will ensure our collections and default strategies are effective, by leveraging various methodologies to engage customers who are experiencing a financial hardship and designing programs and optimal solutions which ultimately lead to a long term path to cure the outstanding delinquency. This individual will ensure our people, processes, and systems are harmonized and simplified, providing end-to-end transparency, and align KPIs to value to all key stakeholders (Customer, Company, Community and Investors).

What You’ll Do

  • Strategic Leadership: Develop and execute the strategic vision for mortgage loan servicing and collections, ensuring alignment with corporate goals and market trends.
  • Operational Oversight: Manage mortgage servicing operations, including payment processing, escrow, complaint management, account maintenance, customer service, and collections efforts for delinquent accounts.
  • Collections Strategy: Design and implement effective collections strategies and processes that balance customer service with recovery objectives, aiming to reduce delinquency rates and maximize recoveries.
  • Regulatory Compliance: Ensure adherence to all applicable federal, state, and local regulations governing mortgage servicing and collections, including compliance with guidelines from agencies such as the CFPB and FDCPA.
  • Team Development and Results Accountability: Lead, mentor, and build a high-performing team, fostering a culture of excellence, accountability, and continuous improvement in both servicing and collections.
  • Performance Analysis: Monitor key performance indicators (KPIs) and conduct data analysis to identify trends, inform decision-making, and drive operational improvements in servicing and collections.
  • Cross-Department Collaboration: Collaborate with underwriting, risk management, and legal teams to ensure seamless operations and effective resolution of servicing and collections issues.
  • Risk Management: Identify and assess risks related to loan servicing and collections; develop strategies to mitigate these risks and enhance operational resilience.

What We Look For

  • Bachelor’s degree is required and masters is preferred.
  • Minimum of ten (10) years in the financial service / consumer lending industry (preferably mortgage or HELOC experience).
  • Minimum of five (5) years in a leadership position in at least two of the following areas (Collections/Recovery, servicing administration/Operations)
  • Knowledge and experience in service operations strategies, strategic planning, principle and execution.
  • Demonstrated ability to analyze, interpret and manage data and develop executive summary reports and conduct presentations.
  • Familiarity with Federal, State and Local regulations as it pertains to the Loan Origination, Servicing and Collections.
  • Leadership skills with strong interpersonal skills including coaching staff and handling conflict resolution, implementing initiatives or projects, and collaborating with other professional and non-clinical staff required.
  • Demonstrated financial analysis with basic accounting principles required.
  • Process improvement skills.
  • Ability to evaluate activities and support related corporate strategies.
  • Communication, analytical, problem-solving and decision-making skills with the ability to comprehend and suggest modifications to technical computerized systems.
  • Strategic thinker with strong hands-on leadership skills with the ability to influence and persuade others across organizational boundaries.
  • Experience managing a geographically dispersed workforce
  • Proven experience managing third-party service providers/vendor management
  • Ability to travel up to 25% of the time

What Would Be a Plus

  • Collection and Default Management improvement strategies
  • Valid NMLS License and/or the ability to obtain state-specific required servicing and collections licenses in all 50 states within 180 days of employment.
  • Experience with operating and working with various lending (Loan Originations and Servicing) systems
  • Experience working in a start-up and/or consulting environment
  • Experience using Notion and Google Suite (Docs, Sheets, Slides)

Salary

  • Compensation Range: $97,680 - $120,000
  • Quarterly 25% bonus target
  • Equity stock options package
  • This is the compensation range for the United States, actual compensation may vary based on individual candidate experience, location, or evolving business needs

Benefits

  • Comprehensive health, vision, and dental insurance with 100% employer-paid premiums for employees and their dependents on select plans
  • Company HSA, FSA, Dependent Care, 401k, and commuter benefits
  • Employer-funded life and disability insurance coverage
  • 11 Observed Holidays & PTO plan
  • Up to 12 weeks paid family leave
  • Continuing education reimbursement

Depending on your residential location certain laws might regulate the way Figure manages applicant data. California Residents, please review our California Employee and General Workforce Privacy Notice for further information. By submitting your application, you are agreeing  and acknowledging that you have read and understand the above notice.

Figure will not sponsor work visas for this position. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. 

#LI-EK1 #LI-Hybrid

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Figure’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.