Director of Loan Operations

Conn's Home Plus - Houston, TX

Conn’s is looking for a Director of Loan Operations, reporting to the Vice President, Credit Operations and Customer Relations, to lead our loan operations function which is comprised of over 100 exempt and non-exempt employees. The loan operation function is responsible for contract processing, offline research and account maintenance, and loan servicing and administration. The ideal candidate will have demonstrated the ability to design and manage large loan operation functions in the subprime consumer servicing space. The candidate will be ready and able to manage through change as the Company employs new technology and redesigns processes to drive efficiency and expand into new loan products in various states. He/she will be energized by the opportunity to understand and improve the overall business and help achieve broader strategic goals.

The Director of Loan Operations’ responsibilities include, but are not limited to:

Ownership of loan operations for a portfolio of 750,000 loans, including contract processing, loan maintenance and servicing, and the administration of Conn’s credit policies and procedures
Ensure accuracy of customer account information and company ledgers through testing of software specifications, report layouts, functional acceptance, system accuracy and new software program implementation
Drive change in technology and process to reduce manual efforts and errors, and create efficiencies
Develop and maintain staffing models to manage human capital efficiently and effectively
Conduct quality performance tracking, monitoring, and reporting
Identify potential areas where existing policies and procedures require change; develop, implement and maintain solutions to ensure the timely and accurate maintenance of customer accounts
Monitor the compliance of Company’s credit policies and provides ongoing supervision of all related processes and controls
Lead strategic planning, budgeting, and best-practice process improvements for the loan operations department
Motivate employees to ensure optimal performance results are achieved and that a positive, constructive work environment is provided; address staff performance issues as needed
Develop and implement training programs
Works with and supports other departments, including collections, customer service, and corporate accounting

Bachelor’s degree in business administration, operations, accounting, finance, or related field; advanced degree preferred
10+ years applicable experience, including 5+ years of demonstrated leadership experience required; the ideal candidate will have managed a large loan operation function in the subprime loan servicing space
Experience leading diverse teams of exempt and non-exempt employees
Track record of process improvement and development and utilization of KPIs to drive efficiency
Experience with loan servicing systems is required; knowledge of loan servicing systems, AS400, and collection platforms preferred
Proficiency in Microsoft Office with strong personal computer and business solutions software skills
Experience in financial analysis is preferred
Outstanding interpersonal and communication skills with the ability to communicate at all levels of the organization
Excellent presentation, analytical, problem solving and organizational skills
Effective leadership skills to develop and motivate a high performing team
Must work with integrity in all interactions and strive for excellence in all aspects of the job

Conn’s History

Conn’s established in 1890 is a specialty retailer with approximately 4,500 employees and currently operating 130 retail locations in Alabama, Arizona, Colorado, Georgia, Louisiana, Mississippi, Nevada, New Mexico, North Carolina, Oklahoma, South Carolina, Tennessee, Texas and Virginia. The Company’s primary product categories include:

Furniture and mattress, including furniture and related accessories for the living room, dining room and bedroom, as well as both traditional and specialty mattresses;
Home appliances, including refrigerators, freezers, washers, dryers, dishwashers and ranges;
Consumer electronics, including LED, OLED, QLED, 4K Ultra HD, and smart televisions, gaming products and home theater and portable audio equipment; and
Home office, including computers, printers and accessories.

Additionally, Conn’s offers a variety of products on a seasonal basis. Unlike many of its competitors, Conn’s provides flexible in-house credit options for its customers in addition to third-party financing programs and third-party lease-to-own payment plans. Our mission is to make it possible for everyone to purchase quality, long lasting products for their home.

Conn’s HomePlus is an equal opportunity employer.