Sr. Director of Servicing & Collection

Best Egg is a market-leading, tech-enabled financial platform helping people build financial confidence through a variety of installment lending solutions and financial health tools. We aim to help customers make smart financial decisions and stay on track, so they can be money confident no matter what life throws at them.

We offer top-tier benefits and growth opportunities in a culture built on our core values:

Put People First – We foster an inclusive, flexible, and fun workplace.

Create Clarity – Open communication drives trust and results.

Get Things Done – We focus, prioritize, and deliver with excellence.

Deliver with Heart – We lead with kindness, humility, and strong teamwork.

Listen to Our Customers – Their needs drive our innovation.

Barclays has entered into an agreement to acquire Best Egg with closing expected to take place in Q2 2026. This acquisition will give us the resources and capital to continue on our mission and drive our strategy forward. With an aligned culture, lower cost of funds, and increased employee growth opportunities across a global brand, we are excited about the future of the Best Egg brand under the Barclays umbrella.

We are looking for collaborative, innovative team players who like to solve problems. There will also be immense opportunities for those willing to dive in. If you're inspired by growth and want to make a real difference, Best Egg is the place for you.

 We’re proud to be an equal opportunity employer committed to building a diverse, inclusive team.

The Sr. Director of Servicing & Collections is responsible for leading the end-to-end customer service delivery and collections vertical for consumer lending products across the company. This role oversees customer service and the development, optimization, and execution of collections initiatives that reduce delinquency, mitigate losses, improve customer outcomes, and protect the company from regulatory and operational risks.

The Sr. Director will have direct oversight of internal servicing/collections teams, outsourced suppliers, and will collaborate across strategic functions supporting performance including customer experience, collections strategy, digital engagement, dialer optimization, capacity planning, analytics, and loss mitigation programs.

Keys to success in this role include deep call center expertise, strong product and regulatory knowledge, the ability to interpret complex analytical trends, operational leadership, and exceptional supplier management. The individual must possess a data-driven mindset, a customer-centric approach, and the executive presence to influence strategy and outcomes within a fast-paced FinTech environment.

• Lead day-to-day operations of internal servicing and collections teams to ensure high-quality customer interactions, effective loss mitigation, and strong compliance execution.
• Oversee domestic and nearshore strategic vendor relationships to ensure alignment with performance, quality, and regulatory standards.
• Partner with Workforce Management and Operations Strategy to optimize staffing, dialer strategies, and channel contact methodologies.
• Embed continuous process improvement practices to drive efficiency and scalability.

• Collaborate in the design and implementation of comprehensive collections strategies across all delinquency stages (early, mid, late, pre-charge-off) to optimize collections and cure rates.
• Drive the evolution of digital-first, omni-channel collections, including SMS, email, IVR, chat, self-service portals, and AI-powered engagement tools.
• Partner with product, credit risk, and technology teams to improve the servicing value proposition, optimize digital capabilities, and enhance flexible payment solutions.
• Monitor portfolio trends, economic indicators, customer behavior, and treatment performance to influence strategic adjustments.

• Use insights from data analysis to identify performance gaps, emerging risks, and opportunities for optimization.
• Deliver clear, actionable updates to executive leadership on portfolio trends and strategic recommendations.

• Ensure adherence to regulatory requirements (FDCPA, UDAAP, FCRA, TCPA) and internal policies by maintaining a strong first line of defense control environment.
• Partner closely with Compliance, Legal, and Risk teams to anticipate and address regulatory changes, audit findings, and operational risks.
• Implement and maintain operational controls, QA programs, and compliance monitoring frameworks across internal teams and vendors.

• Serve as a senior advisor to the COO and executive team on collections strategy, loss performance, market conditions, and consumer financial health.
• Influence broader operational strategy through insights related to customer behavior, insights, and lifecycle risk.

• Lead, mentor, and develop directors, managers, and operational professionals.
• Foster a culture of accountability, collaboration, continuous learning, and performance excellence.

• Maintain strong relationships with internal and external stakeholders, acting as a trusted subject matter expert in servicing, collections, and loss mitigation.
• Communicate complex analytical and strategic concepts in clear, concise terms to senior leadership and cross-functional partners.

• Bachelor’s degree in Business, Finance, Operations, or related field; Master’s degree preferred.
• 10+ years of experience in consumer lending servicing/collections leadership, including strategy, operations, and vendor management.
• Extensive knowledge of collections regulations (FDCPA, UDAAP, TCPA, FCRA) and compliance requirements.
• Demonstrated ability to develop and execute strategic initiatives that improve performance and drive measurable business impact.
• Strong analytical skills with experience interpreting complex datasets and developing actionable insights. 
• Exceptional leadership, communication, and interpersonal skills, with the ability to influence and collaborate across all organizational levels.
• Experience managing internal teams and external vendor networks in both digital and traditional voice environments.

Employee Benefits

Best Egg offers many additional benefits for our employees, including (but not limited to):

·       Pre-tax and post-tax retirement savings plans with a competitive company matching

program

·       Generous paid time-off plans including vacation, personal/sick time, paid short--

term and long-term disability leaves, paid parental leave, and paid company

holidays

·       Multiple health care plans to choose from, including dental and vision options

·       Flexible Spending Plans for Health Care, Dependent Care, and Health

Reimbursement Accounts

·       Company-paid benefits such as life insurance, wellness platforms, employee

assistance programs, and Health Advocate programs

·       Other great discounted benefits include identity theft protection, pet insurance,

fitness center reimbursements, and many more!

#LI-REMOTE

In compliance with the CCPA, Best Egg is fully committed to handling the personal information and data of employees and job applications responsibly with respect and due care. Review our CCPA Employee Policy  here