Director, Servicing & Vendor Oversight

Description

POSITION DESCRIPTION :

The Director of Servicing and Vendor Oversight will lead the end-to-end servicing operations, including servicer strategy, vendor performance, delinquency management, and loss mitigation. This role will provide executive-level oversight of servicing vendors and business process outsourcing (BPO) partners, ensuring adherence to SLAs, KPIs, compliance standards, and overall portfolio health. The Director will be responsible for developing and implementing servicing strategies that optimize borrower experience, minimize delinquencies and losses, and ensure regulatory and contractual compliance.

This position will be based out of one of our offices in Irvine, CA; San Francisco, CA; Santa Clara, CA or Teaneck, NJ with an in-office schedule set at the direct manager’s discretion in accordance with the company policies and procedures.

RESPONSIBILITIES

• Ensure servicing practices align with investor, and financier requirements.
• Lead overall servicing and vendor oversight strategy, including servicers, collections, loss mitigation, and default management of vendors.
• Drive delinquency management programs and implement strategies to reduce portfolio delinquency and charge-offs.
• Oversee development and execution of loss mitigation programs, ensuring alignment with regulatory requirements and company objectives.
• Lead scorecard creation, monitoring, and continual improvement for all servicing and vendor performance.
• Establish and enforce SLAs, KPIs, and performance objectives; hold vendors accountable for results.
• Lead audit and oversight routines, including call monitoring, complaint analysis, and quality assurance reviews.
• Analyze servicing data to identify trends, risks, and improvement opportunities across early-stage collections, default, and recovery processes.
• Partner cross-functionally with Capital Markets, Legal, Risk, and Compliance to ensure servicing strategy aligns with investors and regulatory expectations.
• Develop and refine vendor governance frameworks to ensure transparency, compliance, and optimal performance.
• Serve as the primary escalation point for servicing issues, ensuring timely resolution and continuous process improvement.
• Collaborate with technology and product teams to enhance servicing systems and reporting capabilities.
• Provide executive-level reporting and insights on servicing performance, vendor efficiency, and delinquency trends.
• Lead initiatives to improve borrower engagement, retention, and customer satisfaction.

REQUIRED QUALIFICATIONS

PREFERRED QUALIFICATIONS

Hanwha Q CELLS America Inc. (“HQCA”) is a Qcells company, one of the world’s largest manufacturers and providers of solar photovoltaic (PV) products and solutions.  Headquartered in Irvine, California, HQCA has been rapidly expanding its business in North America through the expansion of products and solutions, including distributed energy solutions, direct-to-homeowner solar sales and financing, and EPC services.  We provide an opportunity to be part of an exciting and growing world-class global business in an interesting and expanding industry of the future.

PHYSICAL, MENTAL & ENVIRONMENTAL DEMANDS :

To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.

Mobility

Standing

20% of time

Sitting

70% of time

Walking

10% of time

Strength

Pulling

up to 10 Pounds

Pushing

up to 10 Pounds

Carrying

up to 10 Pounds

Lifting

up to 10 Pounds

Dexterity   (F = Frequently, O = Occasionally, N = Never)

Typing

Handling

Reaching

Agility   (F = Frequently, O = Occasionally, N = Never)

Turning

Twisting

Bending

Crouching

Balancing

Climbing

Crawling

Kneeling

The salary range is required by the California Pay Transparency Act and may differ depending on the location of those candidates hired nationwide. Actual compensation is influenced by a wide array of factors including but not limited to, skill set, education, licenses and certifications, essential job duties and requirements, and the necessary experience relative to the job’s minimum qualifications.

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