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About the Role
The Servicing and Collections Associate oversees third-party vendor relationships and supports daily servicing and collections operations. This role ensures vendors meet contractual obligations, service-level agreements (SLAs), and regulatory requirements, focusing on vendor performance, collections oversight, risk management, and operational problem-solving to enhance service quality, reduce delinquencies, and improve cost efficiency.
Responsibilities
- Manage vendor relationships by monitoring performance against SLAs, tracking deliverables, and maintaining up-to-date contract and contact documentation.
- Facilitate communication and project coordination between multiple internal departments and external vendors, ensuring clear expectations, timely information flow, and alignment on deliverables and deadlines.
- Consistently track and monitor collections performance on various portfolios and be able to speak to that progress in leadership and/or investor meetings.
- Drive collections results through developing and supporting collections practices while adhering to the policies and regulations.
- Investigate and resolve operational issues and escalations, perform root-cause analysis and coordinate corrective action plans with internal stakeholders and vendor partners.
- Coach and develop sub-servicers as a whole, which could include performance reviews, refresher training, corrective action plans, procedure updates, etc.
- Ensure compliance with regulatory requirements (including appropriate FDCPA guidelines), internal policies, and data security standards by participating in audits, assessments, and remediation efforts.
- Collaborate with servicing operations teams to reconcile data discrepancies, validate reconciliations, and streamline handoffs between internal teams and external vendors.
- Pull ad-hoc analysis and operational reports using Excel, SQL, or business intelligence tools to provide timely insights into vendor performance, servicing outcomes, and invoicing accuracy.
Requirements
- Minimum of 4+ years of collections experience, preferably in the B2C markets
- Minimum of 2-3 years related analytical and/or operational experience including root cause analysis and strong data-driven decision making
- Strong understanding of vendor lifecycle management, SLAs, KPIs, contract terms, and basic regulatory expectations impacting third-party relationships.
- Strong communication and interpersonal skills, including the ability to communicate effectively with C-suite, executive leadership, and investor groups
- Proficiency with Excel (pivot tables, advanced formulas) and experience with data analysis tools such as SQL, Tableau, Power BI, or similar platforms
- Detail-oriented, ability to work within deadlines
- Ability to adhere to Compliance standards
- Projects and activities may dictate the need for working longer hours at times
Skills
- Excel (pivot tables, advanced formulas)
- SQL
- Tableau
- Power BI
- Salesforce Experience
- Solar industry experience
- Loan servicing platforms experience
- Lease servicing platforms experience
- Vendor lifecycle management
- SLAs
- KPIs
- Contract terms
- Regulatory expectations
- Root cause analysis
- Data-driven decision making
- Communication skills
- Interpersonal skills
- Presentation skills
Location
- San Francisco, CA
Work Type
- Onsite
- Full-time
Experience Level
- 4+ years of collections experience
- 2-3 years related analytical and/or operational experience
Education Level
- Bachelor’s Degree preferred (Accounting, Finance or other applicable field)
Salary/Compensations
- Competitive compensation
Benefits
- Comprehensive benefits, including medical, dental, vision, life insurance, and 401(k)
About the Company
- SunStrong Management is a leading independent asset management and servicing platform specializing in residential and commercial solar energy portfolios.
- SunStrong provides end-to-end services including operations and maintenance, customer billing and support, asset performance management, and investor reporting.
- The company partners with leading capital providers to optimize clean energy assets at scale, supporting the growth of distributed renewable energy while delivering reliable performance and exceptional customer experience.