Beacon Hill
Director of Servicing (West Chester)
Beacon Hill, West Chester, Pennsylvania, United States, 19388
Role Overview: Director of Servicing
This position leads the full servicing lifecycle for a consumer or commercial lending portfolio, overseeing activities from account setup through payoff, resolution, or recovery. The Director manages collections, customer support, and supervisory staff while ensuring operational excellence across compliance, portfolio health, and contact center effectiveness. The ideal candidate is a strategic, data-oriented leader with deep experience in servicing and contact center operations who can drive performance and develop high-performing teams.
Primary Focus Areas
Regulatory & Policy Alignment
Ensure servicing practices, communications, and workflows comply with applicable federal and state guidelines, industry standards, and internal policy requirements.
Portfolio Health & Performance
Reduce delinquency and losses while supporting strong cash flow and aligning operational outcomes with organizational goals.
Contact Center Strategy
Optimize staffing models, service levels, resource planning, and operational costs while maintaining compliance and customer experience standards.
Key Responsibilities
Analytics & Performance Oversight
Monitor servicing and call center performance metrics to identify trends and areas requiring intervention.
Maintain scorecards and dashboards for teams and individuals.
Use data to forecast workload, staffing needs, and delinquency patterns while uncovering efficiency opportunities.
Convert analytical insights into clear operational strategies and action steps.
Team Leadership & Workforce Planning
Lead, coach, and develop supervisors and front-line teams, fostering accountability and continuous improvement.
Ensure staffing levels meet business demands through structured hiring and selection processes.
Strengthen internal leadership pipelines and succession planning.
Maintain training materials and ensure technical and soft-skill development aligns with department goals.
Operational Excellence
Standardize procedures and controls throughout the servicing lifecycle to ensure accuracy and consistency.
Identify inefficiencies and drive targeted process improvements.
Troubleshoot operational challenges and conduct root-cause analyses to prevent recurrence.
Work closely with internal partners to ensure smooth onboarding of new portfolios or clients.
Technology & Tools
Utilize business intelligence platforms and reporting tools to monitor and guide performance.
Leverage dialer technology and servicing systems to balance workloads and allocate resources effectively.
Stay informed on emerging technologies-such as AI, automation tools, and speech analytics-and evaluate their relevance to servicing and collections.
Regulatory Compliance & Vendor Oversight
Maintain up-to-date documentation, policies, and procedures aligned with applicable regulations (e.g., consumer protection, communication rules, privacy/security requirements).
Review complaint trends and implement proactive corrective measures, including script updates, training enhancements, and system rules.
Conduct periodic audits and performance reviews of external agencies or servicing vendors.
Client & Stakeholder Relationship Management
Establish and maintain strong working relationships with internal partners and external clients.
Collaborate with client-facing teams to ensure servicing operations align with contractual and performance expectations.
Manage escalations and address complex servicing-related inquiries.
Beacon Hill is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply.
California residents:
Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
If you would like to complete our voluntary self-identification form, please
click here
or copy and paste the following link into an open window in your browser: https://jobs.beaconhillstaffing.com/eeoc/
Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.
Company Profile:
Founded by industry leaders to set a new standard in search, career placement and flexible staffing, we deliver coordinated staffing solutions with unparalleled service, a commitment to project completion and success and a passion for innovation, creativity and continuous improvement.
Our niche brands offer a complete suite of staffing services to emerging growth companies and the Fortune 500 across market sectors, career specialties/disciplines and industries.
Over time, office locations, specialty practice areas and service offerings will be added to address ever changing constituent needs.
Learn more about Beacon Hill and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting
www.bhsg.com .
Benefits Information:
Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Upon successfully being hired, details will be provided related to our benefit offerings.
We look forward to working with you.
Beacon Hill. Employing the Future
This position leads the full servicing lifecycle for a consumer or commercial lending portfolio, overseeing activities from account setup through payoff, resolution, or recovery. The Director manages collections, customer support, and supervisory staff while ensuring operational excellence across compliance, portfolio health, and contact center effectiveness. The ideal candidate is a strategic, data-oriented leader with deep experience in servicing and contact center operations who can drive performance and develop high-performing teams.
Primary Focus Areas
Regulatory & Policy Alignment
Ensure servicing practices, communications, and workflows comply with applicable federal and state guidelines, industry standards, and internal policy requirements.
Portfolio Health & Performance
Reduce delinquency and losses while supporting strong cash flow and aligning operational outcomes with organizational goals.
Contact Center Strategy
Optimize staffing models, service levels, resource planning, and operational costs while maintaining compliance and customer experience standards.
Key Responsibilities
Analytics & Performance Oversight
Monitor servicing and call center performance metrics to identify trends and areas requiring intervention.
Maintain scorecards and dashboards for teams and individuals.
Use data to forecast workload, staffing needs, and delinquency patterns while uncovering efficiency opportunities.
Convert analytical insights into clear operational strategies and action steps.
Team Leadership & Workforce Planning
Lead, coach, and develop supervisors and front-line teams, fostering accountability and continuous improvement.
Ensure staffing levels meet business demands through structured hiring and selection processes.
Strengthen internal leadership pipelines and succession planning.
Maintain training materials and ensure technical and soft-skill development aligns with department goals.
Operational Excellence
Standardize procedures and controls throughout the servicing lifecycle to ensure accuracy and consistency.
Identify inefficiencies and drive targeted process improvements.
Troubleshoot operational challenges and conduct root-cause analyses to prevent recurrence.
Work closely with internal partners to ensure smooth onboarding of new portfolios or clients.
Technology & Tools
Utilize business intelligence platforms and reporting tools to monitor and guide performance.
Leverage dialer technology and servicing systems to balance workloads and allocate resources effectively.
Stay informed on emerging technologies-such as AI, automation tools, and speech analytics-and evaluate their relevance to servicing and collections.
Regulatory Compliance & Vendor Oversight
Maintain up-to-date documentation, policies, and procedures aligned with applicable regulations (e.g., consumer protection, communication rules, privacy/security requirements).
Review complaint trends and implement proactive corrective measures, including script updates, training enhancements, and system rules.
Conduct periodic audits and performance reviews of external agencies or servicing vendors.
Client & Stakeholder Relationship Management
Establish and maintain strong working relationships with internal partners and external clients.
Collaborate with client-facing teams to ensure servicing operations align with contractual and performance expectations.
Manage escalations and address complex servicing-related inquiries.
Beacon Hill is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply.
California residents:
Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
If you would like to complete our voluntary self-identification form, please
click here
or copy and paste the following link into an open window in your browser: https://jobs.beaconhillstaffing.com/eeoc/
Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.
Company Profile:
Founded by industry leaders to set a new standard in search, career placement and flexible staffing, we deliver coordinated staffing solutions with unparalleled service, a commitment to project completion and success and a passion for innovation, creativity and continuous improvement.
Our niche brands offer a complete suite of staffing services to emerging growth companies and the Fortune 500 across market sectors, career specialties/disciplines and industries.
Over time, office locations, specialty practice areas and service offerings will be added to address ever changing constituent needs.
Learn more about Beacon Hill and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting
www.bhsg.com .
Benefits Information:
Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Upon successfully being hired, details will be provided related to our benefit offerings.
We look forward to working with you.
Beacon Hill. Employing the Future