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Director of Servicing

Company Overview

Spruce Finance is committed to helping people reduce their utility bills and improve their homes and
environment by offering consumer financing solutions for residential energy efficiency improvements
and solar systems. We make our finance products available on a single software platform and sell
them through a national network of verified channel partners. Our platform simplifies the sales
experience for our channel partners and helps them sustainably grow their businesses. A private
company headquartered in San Francisco, with additional offices in Houston and New York, we operate in all 50 states and Washington, DC. We have raised more than $2B in financing and currently serve 70,000 homeowners.

Finance products for residential solar including loans, leases, power purchase agreements, and
property assessed clean energy (PACE) financing are available in 23 states, and financing for
home efficiency improvements is available in all 50 states. Spruce’s national reach and full product
suite enable the company to capture more share of business from its channel because clients can
access multiple finance products for a wide variety of home improvements on a single platform.
Spruce is also able to capture a greater share of wallet from consumers by offering them the
financing they want for the energy efficiency home improvement they need, and creating a long-term
relationship that enables additional sales of complementary improvements down the road.

If you are interested in joining our Spruce team and want to learn more about our mission, we’d like
to meet you.

Job Summary

The Director of Servicing will oversee day-to-day consumer account servicing operations and homeowner interactions across our solar account portfolio while helping to execute against the strategic direction for account servicing activities.  The Director of Servicing will drive performance of a range of servicing teams for a large portfolio of residential solar accounts comprised of power purchase agreements (PPAs) and leases and oversee vendors servicing a large portfolio of solar and energy efficiency loans.  This position will play an active role in driving efficiencies across servicing operations to ensure strong portfolio performance, a positive homeowner experience, and positive asset performance for the portfolios and funds we service.

Accountabilities include billing, remittance, collections, homeowner support, dispute management/escalations, service transfers, buyouts and fixture filing / UCC management, in addition to vendor management accountabilities over our servicing vendors. In addition, this position will be actively involved in development of and execution against the overall business servicing strategy and ensuring the business is offering best in class service levels as the portfolio continues to grow going forward.

Responsibilities and Duties

 

  • Manage daily consumer account servicing operations and provide additional cross-functional support on other business initiatives.
  • Oversee full scope of collections and delinquency management activities and administer the execution of payment modification programs
  • Oversee homeowner dispute management process and ensure timely responses to homeowner, legal and/or governmental agency inquiries
  • Oversee inbound homeowner call center activities and ensure timely and accurate homeowner account support
  • Serve as primary liaison with servicing vendors and sub-servicers to ensure contractual service levels are consistently met, and open issues are actively addressed
  • Ensure that compliance laws and regulations are met and ensure current/accurate policies and procedures are in place to support compliant operations and improve process efficiency
  • Enhance customer experiences by implementing scripting and standardization across homeowner touchpoints
  • Implement call monitoring, optimized staffing arrangements and training programs to ensure customer support reps are delivering expected levels of service.
  • Continually review and assess SOPs and best practices for areas of improvement, efficiency and cost savings, along with ensuring the teams are adhering to such SOPs and company policies.
  • Manage profitability of the servicing group including developing operating budgets, forecasting manpower requirements and monitoring spend levels
  • Conduct regular performance management reviews to identify variation in KPIs and consistently manage performance of team  against targets
  • Prepare reports for servicing team and management regarding portfolio performance, delinquency rates, homeowner engagement and agent productivity
  • Conduct regular vendor reviews and perform quality control reviews
  • Work directly with VP, Operations to define overall customer servicing strategy and ensure such strategy is carried out in the team’s interactions.
  • Assist in the development and implementation of process improvement across servicing teams. 

 

Qualifications and Skills

 

A bachelor’s degree or greater, plus a minimum of eight years’ experience in residential account servicing and / or consumer loan servicing, in addition to:

  • In-depth knowledge of and hands-on experience with general consumer account and/or loan servicing operations
  • Direct experience with default management, including knowledge of collections guidelines, loss mitigation techniques, foreclosure processes, bankruptcy protection requirements, etc
  • Demonstrated success at delinquency reduction and recoveries
  • A strong understanding of all relevant regulatory/compliance guidelines for servicing and collections activities
  • Experience in managing call center teams and processes, including
  • Experience with a high volume inbound call center operations, ticketing systems, telephony systems and IVR platforms
  • Ability to deliver results in a fast pace, ever-changing, accelerating growth environment

 

Benefits 

Spruce offers competitive benefits and a collaborative, purpose-driven, high-energy culture.

Equal Opportunity Employer

We value a diverse work environment. Spruce is an equal opportunity employer and hires without consideration to race, color, religion, national origin, age, gender, sexual orientation, marital status, veteran status or disability.

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