Program Manager, Servicing

Our Customer is a business and financial software company that develops and sells financial, accounting, and tax preparation software and related services for small businesses, accountants, and individuals. They are laser-focused on their customers, live and breathe innovation, and champion those who dare to dream. Their Mission is powering prosperity around the world. They do it by attracting the world’s top talent, bringing vital partners into their global platform, and leaving the world a better place through exceptional corporate citizenship.We are seeking a Program Manager on a contract basis to support our Customer's business needs. This role 100% remote and candidates must reside in PST or MST time zone.What You’ll DoDrive issue remediation: Manage edge cases and escalations across loan products and servicing platforms holistically; solving case by case, leveling up the learnings, tracking trends, and recommending improvements to policies and procedures to prevent additional issues Support Loan Servicing Workstreams including fraud claims, checks/wires research & application, first payment delinquency investigations, servicing agent QA and monitoring, servicing agent training material development, tracking and monitoring bankruptcy/deceased/hardship processing, research and respond to credit reporting disputes, triage and resolve escalated complaint cases Documenting Procedures: You will work closely with the team to improve process documentation of servicing and collections policies and procedures Utilize servicing software and tools to track and document servicing activities, maintain accurate records and generate reports Ensure compliance with relevant regulations and company policies related to collections practices Respond to audit requests and manage corresponding controls within the team’s risk framework Collaborate across functions including data operations, product, engineering, marketing, customer success, accounting, finance to streamline and improve processes Stay informed about industry trends, best practices and new technologies related to servicing and collections Must Haves5-7+ years of experience in commercial lending servicing with a focus on project/program management Ability to navigate between the big picture and execution details simultaneously Track record of taking extreme ownership in driving to decisions and outcomes Experience with leading change across a large organization, including acting as a catalyst to accelerate outcomes Outstanding empathy and understanding of the small business owner and their finances Ability to work in a fast paced and quickly changing environment Strong communication skills with the ability to simply lay out the conclusions and reasons for each decision Analytical mindset, strong excel skills necessary; SQL experience is nice to have Perks are available through our 3rd Party Employer of Record (Available upon completion of the waiting period for eligible engagements)Health Benefits: Medical, Dental, Vision, 401k, FSA, Commuter Benefit ProgramPlease note: In order to create a safe, productive work environment, our client is requiring all contractors to be fully vaccinated + boosted according to the CDC guidelines. Prior to beginning your assignment, contractors will be required to attest and provide proof that they are fully vaccinated + boosted.An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.