First Help Financial (FHF) is one of the fastest growing companies in the US. We help first-time buyers get a car by offering flexible financing options and native-language support. Our mission is to help overlooked consumers get access to financing and make smart financial decisions. Through flexible financing options and tri-lingual support, we offer consumers an easier way to finance their first car. From our Boston and Phoenix offices, we lend to and support our portfolio which has consistently grown 35% each year over the last five years. Our exponential growth also comes with financial stability as a company.
Here you will find hard-working coworkers that are experts in their jobs and dedicated to their customers. We hold ourselves to the highest standards of professionalism but also enjoy work with benefits that are geared towards making you successful in life and comfortable at work.
Your Title: Director, Portfolio Servicing
Your Location: Remote/Anywhere within the USA
You Report To: Vice President, Portfolio Servicing Operations
Compensation: $150K+ plus bonus!
First Help Financial, voted and certified as a “Great Place to Work” by our workforce for three years in a row, is adding a new partner to our Servicing department to accommodate our remarkable growth!
Your responsibilities would be, but are not limited to:
- Oversee and lead the direction and performance of the Customer Service and Collections functions within First Help Financial, LLC.
- Implement and enforce established policies and procedures within the Customer Service and Collections teams.
- Propose modifications to policy and procedures as necessary to ensure First Help Financial remains compliant with state and federal regulations.
- Mentor and coach the department Managers and provide opportunities for them in their professional growth and development.
- Identify staffing adjustments to adequately service the portfolio based on forecasts of portfolio growth.
- Perform monthly audits of various Portfolio Servicing related processes to ensure compliance to company policy and procedure as well as state and federal regulations.
- Identify areas of operational and procedural improvements that can be implemented to make processes scalable.
- Identify areas of technological improvements that can be made, both with internal systems and with current or potential vendors.
- Prepare reports for the Executive team of the Customer Service and Collections performance and the overall health and status of the portfolio.
- Required travel to company leadership meetings/trainings, in person team weeks, conferences and vendor visits as necessary.
What you Bring:
- Minimum 5 years of Customer Service and/or Collections leadership experience, particularly within subprime lending.
- Experience with and extensive knowledge of auto lending and collections regulations (e.g. TCPA, UDAAP, FCRA, SCRA, Fair Lending, etc.)
- Prior experience with state level audits; experience with CFPB considered a plus.
- Experience working and negotiating with vendors.
- Ability to travel as needed for company meetings, team gatherings and onsite vendor visits.
- Proficient with Microsoft Office (Excel, Teams, Outlook, PowerPoint).
- Bachelor’s degree required; MBA preferred.
Diversity and Inclusion
FHF is committed to building a culture that respects and embraces all walks of life, inclusive of all genders, race, culture, sexual orientation, age, and other identities. We will make accommodations when interviewing anyone with special needs.
About FHF…
- Great Perks – We offer generous salaries, competitive health and welfare benefits, paid vacation, 401(k) match, tuition reimbursement
- Culture - We are believers in maintaining a healthy work-life balance. While we work hard and care deeply about our customers and partners, we want our team to have room for their family, friends and themselves. Finally, we care deeply about ensuring every employee personal growth, so we engage each employee to build a career plan that benefits everyone.