Director Collections

At Exeter Finance, we are committed to helping customers find the right financing for their next vehicle purchase. By building strong relationships with our customers and network of dealer partners we are able to give options that make sense, getting customers behind the wheel of their car. 

Every team member is integral to our success. Whether you’re at a servicing center helping customers with their loans, in the field building relationships with dealers, or supporting the company from its corporate offices, you'll enjoy a nurturing, invigorating and positive work environment.

Our vision is to be a premier finance company and lender of choice known for its People, Performance and Service.

Job Description

The Director of Servicing is responsible for leading and overseeing all customer servicing operations, ensuring exceptional service delivery and alignment with the company’s business objectives. This strategic leadership role is focused on driving operational excellence, optimizing customer satisfaction, and managing the overall servicing strategy. The Director will collaborate across departments and external partners to enhance processes, ensure compliance, and continuously improve the customer experience, all while achieving key performance indicators (KPIs) and service level agreements (SLAs).

Job Duties

• Lead the overall strategy and management of customer servicing operations, ensuring alignment with the company’s vision, goals, and customer satisfaction targets.
• Develop and implement comprehensive servicing strategies that optimize operational efficiency, improve customer experience, and reduce costs.
• Oversee and manage a team of managers and staff, providing leadership, guidance, and support to achieve performance objectives.
• Establish, monitor, and analyze KPIs and SLAs, ensuring all customer service activities meet or exceed performance targets.
• Drive the development of new processes, systems, and technologies to improve the efficiency and quality of service delivery across multiple channels.
• Foster a customer-centric culture across all servicing functions, ensuring that all interactions prioritize customer satisfaction and loyalty.
• Work closely with cross-functional teams (IT, operations, compliance, training, etc.) to implement process improvements, resolve service issues, and enhance the overall customer experience.
• Monitor and ensure compliance with all internal policies, legal requirements, and industry regulations related to customer servicing.
• Develop and manage budgets for the servicing department, ensuring resource allocation aligns with business priorities and cost-efficiency goals.
• Build and maintain strong relationships with external vendors and partners, managing service contracts and ensuring that third-party vendors meet performance and quality expectations.
• Identify and implement new technologies or service models that enhance the overall efficiency and effectiveness of customer service operations.
• Lead the development and execution of training and development programs for servicing teams, ensuring continuous improvement of service skills and knowledge.
• Address and resolve high-level escalated customer issues, ensuring timely resolution and maintaining a high level of customer satisfaction.
• Collaborate with senior leadership to define long-term servicing goals, identify strategic initiatives, and ensure alignment with organizational objectives.
• Provide regular reporting to executive leadership on servicing performance, key metrics, and opportunities for improvement.
• Drive change management initiatives, ensuring the organization adapts effectively to process, policy, and technology updates.
• Lead and oversee the implementation of customer service innovations and improvements, staying informed on industry trends and best practices.

Experience

• Education: High school diploma or equivalent, degree preferred.
• Work Experience: 12+ years relevant experience 6+ years leadership.
• Proven experience in managing large-scale customer servicing operations, preferably within a leadership or director role.
• Strong strategic leadership skills with a focus on operational efficiency, process optimization, and customer satisfaction.
• Extensive experience with managing cross-functional teams, including customer service, operations, and IT.
• Excellent communication and interpersonal skills, with the ability to interact effectively with both internal teams and external partners.
• Strong analytical skills, with experience using data and performance metrics to drive decision-making and improvements.
• In-depth understanding of customer service best practices, service level agreements, and performance management.
• Experience in managing budgets, resources, and staffing within a customer service environment.
• Ability to adapt to changing business environments and manage complex challenges while driving continuous improvement.
• Knowledge of industry regulations and compliance standards related to customer service operations.
• Proficiency in customer service technologies, CRM systems, and data analysis tools.
• Strong problem-solving abilities, with a proactive approach to identifying and resolving operational challenges.
• A customer-focused mindset with a track record of delivering high-quality service experiences.

#LI-Remote

Exeter Finance LLC is an Equal Opportunity Employer.

Individual compensation packages are based on various factors unique to each candidate including

skill set, experience, qualifications and other job-related reasons.