Advanced Loan Servicing Manager; Collections

Loan Servicing Tempe, Arizona


The Opportunity:

Launched in June 2016 with founding limited partners Freedom Financial Network and Stone Point Capital, FCCF funds the Freedom Financial Asset Management (FFAM) subsidiary of Freedom Financial Network. FFAM offers personal loans to help consumers consolidate their debts, lower interest rates and convert revolving debt into fixed-amortizing installment loans.


The Advanced Loan Servicing Manager; Collections is responsible for providing support and leadership for the internal Collections Team at FFAM.  The Manager is responsible for the daily achievement of production and performance objectives, that the team is highly trained and motivated to provide a premium customer experience, and will be counted out to drive forward thinking strategies and processes that allows for the effective management of FFAM loan accounts.  The Manager will be responsible for resource deployment, hiring, performance management, and work in tandem with other leaders to drive overall process improvement within the Loan Servicing team. The Manager will also be relied upon to be forward thinking, to identify and bring into production best practices, and to ensure that their operation is running to its full potential.


How You’ll Contribute:

  • “Know Your Business”. Ensure the daily efficient management of the Collections staff so as to drive the best possible performance and productivity.  Be aware of performance to objective, be nimble in the management of the organization, be aware of obstacles and offer both options and solutions, and act with urgency when it comes to the successful achievement of goal.
  • Hire, train, and retain a team of highly successful and engaged collection staff. Ensure that each team member is provided the tools to be successful, the direction necessary to deliver consistently, and the environment in which to succeed, both personally and professionally.
  • Monitor and measure activities so as to ensure success. Know and understand the key metrics that drive the business, how to identify and act on trends, how to explore and expand on best practices and how to use data to drive successful strategies. Know fully the KPI’s and OKR’s that drive the business.
  • Perform all required administrative duties to ensure the successful management of the team. Performance reviews, scorecards, schedules, development plans, adherence schedules must all be managed effectively and efficiently.
  • Work in concert with the Quality Assurance/Insights Team to monitor customer interactions and employee expectations to standards.
  • Communicate in a transparent manner; manage communications through floor huddles, one on one’s and staff meetings to ensure a consistency in messaging at all times. Seek out and act on feedback given by peers, leaders, and team members alike.
  • Work with Risk Management and Compliance to ensure all policies and procedures are current and part of the new hire and on-going training curriculum. Work closely with Risk Management on audit findings, act to completion on action plans, and ensure the fullest level of compliance at all times.
  • Work with leadership and the Product Development team to identify process and tool enhancements that will allow for the advancement of the team. Be aware of industry trends, seek out information on best practices, and offer an on-going dialogue on ways in which to improve practices at all times.
  • Provide leadership for both a team of internal and external vendor partners. Work in concert with all vendor partners to ensure a consistency of performance and that they, like the internal staff, are provided with all the tools necessary to be successful.


Why This Opportunity Is Unique:

Freedom is uniquely positioned in the financial services marketplace to provide life-changing financial outcomes to a broad segment of financially struggling and striving consumers that are underserved by mainstream financial services companies. Your role is in a critical part of our Personal Loan programs. You will be leading some of the most tenured employees within our department and be part of an evolving team. Your work will drive critical, meaningful financial results for our business.


What You’ll Bring:

  • Minimum of 10+ years of experience working in call center environments with a minimum of 3-5 years of experience leading collections teams in a supervisor or higher role
  • Experience managing third party vendors and cross-functional teams
  • Strong understanding of compliance and regulatory requirements governing lending operations
  • Demonstrated ability to drive process improvements that result in efficiency and effectiveness gains
  • Bachelor’s degree or equivalent experience
  • Strong analytical skills, critical thinking and ability to interpret financial data
  • Proven ability to identify and execute process improvements
  • Effective written and verbal communication
  • Strong Leadership skills
  • Strong data analysis skills and ability to understand trends in delinquency
  • Prove experience learning modern business practices and technologies
  • Deep knowledge around a multiple channel collections strategy


About Us:

Freedom Financial Network is a leading digital personal finance company, built to help people. We do what traditional banks don’t: Put people first. We believe in treating people like humans, not account numbers. We help everyday people get on, and stay on, the path to a brighter financial future, with innovative technology and personalized support at every step. We help people control expenses, manage debt, save money, plan ahead, and make better financial decisions. By leveraging our proprietary data and analytics and artificial intelligence we offer solutions tailored for each step of a consumer's financial journey, including personal loans, home equity loans, help with debt, and even financial tools and education.  

With 2,400 employees across California, Arizona and Texas, we have served more than 1 million customers, resolved more than $15 billion in consumer debt and originated $6.5 billion in loans over the course of our 20 years in business.   

Driven by our core values, we’re passionate about supporting our communities and proudly awarded over $500,000 in grants distributed by the Freedom Foundation Fund and the Freedom Family Fund in 2021.  We believe in a culture led by diversity, equity, and inclusion, and encourage our employees to bring their full selves to work every day. Our diversity-focused Employee Resource Groups (ERGs) are open to all, whether a member of the ERG community or an ally of the group and we are a member of the Fintech Racial Equity Coalition to address and improve inequality in the fintech industry.

And finally, we take great pride in our achievements. This year we topped the list of Best Place to Work by the Phoenix Business Journal, were a top 100 Corporate Philanthropist by the San Francisco Business Times, a 2021 Most Admired Company and a Tech Company with the Best Company Culture by BestCompaniesAz, a 2021 Top Work Places winner by AZcentral and a BuiltIn Best Places to Work winner, to name a few.


Attention Agencies & Search Firms: We do not accept unsolicited candidate resumes or profiles. Please do not reach out to anyone within Freedom Financial Network (FFN) to market your services or candidates. All inquiries should be directed to Talent Acquisition only. We reserve the right to hire any candidates sent unsolicited and will not pay any fees without a contract signed by FFN’s Talent Acquisition leader.