Director, Credit Service Operations
Altisource · United States · remote
Lenders One is a leading national mortgage cooperative serving independent mortgage bankers, banks, credit unions, and financial institutions across the United States. Through an extensive network of strategic partnerships, innovative technology solutions, and operational services, Lenders One empowers its members to increase profitability, reduce costs, improve operational efficiency, and enhance the borrower experience.
Lenders One Credit ("L1 Credit") is a full-service credit reporting agency providing lenders with comprehensive credit reporting, verification, fraud prevention, flood certification, risk mitigation, and workflow automation
Lenders One is seeking a highly motivated and experienced Director, Credit Service Operations to lead the strategic growth, operational performance, vendor management, and member engagement efforts across its credit reporting and related service offerings.
This leadership role is responsible for overseeing the day-to-day operations of Lenders One Credit while driving initiatives that enhance member adoption, improve service delivery, expand product offerings, and strengthen relationships with credit bureaus, data providers, verification vendors, technology partners, and mortgage industry stakeholders.
The ideal candidate possesses deep expertise in mortgage credit operations, credit reporting, verification services, vendor management, regulatory compliance, and customer experience. This individual will serve as a trusted advisor to Lenders One members and strategic partners while developing programs that generate revenue, increase efficiency, and deliver measurable value.
What You'll Do
Strategic Leadership & Business Growth
- Develop and execute the strategic vision for Lenders One's credit services platform, including credit reporting, rescore services, verification products, fraud prevention solutions, flood certifications, monitoring solutions, and related lender services.
- Identify emerging market opportunities, industry trends, technologies, and product enhancements to maintain a competitive market position.
- Drive growth initiatives that increase member utilization, revenue generation, and overall profitability.
- Collaborate with executive leadership to establish annual business objectives, operational targets, and growth strategies.
- Develop business cases, financial models, and strategic recommendations for new products, partnerships, and service offerings.
Credit Operations Management
- Lead all operational aspects of Lenders One Credit, ensuring service excellence, scalability, and consistent delivery of member solutions.
- Establish operational policies, procedures, workflows, and performance standards that optimize productivity and quality.
- Monitor service level agreements (SLAs), quality metrics, turnaround times, and customer satisfaction indicators.
- Implement operational improvements that streamline processes, reduce costs, increase automation, and improve member experiences.
- Utilize data analytics and operational reporting to identify trends, risks, and opportunities for continuous improvement.
Vendor & Strategic Partner Management
- Manage relationships with credit bureaus, verification providers, fraud detection vendors, flood certification companies, compliance service providers, LOS partners, and technology vendors.
- Negotiate contracts, pricing structures, service agreements, and strategic partnerships that maximize value for Lenders One members.
- Conduct vendor performance reviews and establish key performance indicators (KPIs) to ensure service quality and accountability.
- Evaluate, onboard, and manage new vendors and service providers aligned with organizational goals.
- Collaborate with partners to develop innovative solutions that enhance member profitability and operational efficiency.
Member & Client Relationship Management
- Build and maintain executive-level relationships with mortgage lenders, banks, credit unions, and financial institutions nationwide.
- Serve as a trusted industry advisor by providing consultative guidance on credit reporting, verification services, regulatory developments, and operational best practices.
- Partner with sales and business development teams to support member acquisition, retention, and expansion initiatives.
- Conduct member business reviews, assess operational needs, and identify opportunities to deliver additional value.
- Address escalated operational issues while ensuring timely resolution and exceptional member service.
Product Management & Implementation
- Collaborate with technology, product, and vendor partners to enhance system integrations and member workflows.
- Lead implementation efforts for new solutions, services, platforms, and process improvements.
- Gather member feedback to prioritize product enhancements and service innovations.
- Support the development of training materials, implementation guides, operational procedures, and member communications.
- Ensure seamless integration of credit services within mortgage origination workflows and loan operating systems.
Compliance & Risk Management
- Maintain a comprehensive understanding of mortgage lending regulations, credit reporting requirements, Fair Credit Reporting Act (FCRA), data privacy standards, and industry best practices.
- Ensure operational adherence to regulatory requirements and internal compliance standards.
- Partner with legal, compliance, and information security teams to mitigate operational and vendor risk.
- Develop controls and monitoring processes that support audit readiness and regulatory compliance.
Leadership & Team Development
- Recruit, mentor, and develop high-performing operational staff.
- Establish clear performance expectations, goals, and development plans.
- Foster a culture of accountability, collaboration, innovation, and customer service excellence.
- Lead cross-functional initiatives involving operations, technology, sales, compliance, finance, and executive leadership.
Industry Leadership
- Represent Lenders One at national conferences, industry events, member meetings, and strategic partner engagements.
- Participate in speaking opportunities, webinars, advisory boards, and networking events.
- Maintain awareness of industry developments, regulatory changes, technology advancements, and competitive trends.
Required Qualifications
- Bachelor's degree in Business Administration, Finance, Mortgage Banking, Operations Management, or a related field.
- 10+ years of experience in mortgage lending, credit services, credit reporting, verification services, or related financial services operations.
- 5+ years of leadership experience managing operational teams, vendor relationships, or business units.
- Extensive knowledge of mortgage origination, underwriting processes, credit data, and verification solutions.
- Proven success managing strategic vendor partnerships and enterprise-level client relationships.
- Strong financial, analytical, and operational management skills.
- Experience developing and executing growth strategies, operational improvements, and service enhancements.
- Exceptional communication, presentation, negotiation, and relationship management skills.
- Experience utilizing CRM systems, reporting tools, and operational analytics platforms.
Preferred Qualifications
- Experience with credit bureaus, credit resellers, credit reporting agencies, or mortgage technology providers.
- Knowledge of FCRA, RESPA, TRID, and mortgage regulatory requirements.
- Experience working with mortgage cooperatives, lender networks, credit unions, or community banks.
- Familiarity with LOS platforms, workflow automation tools, and vendor management systems.
- MBA or advanced industry certifications preferred.
What Success Looks Like
Within your first 12 months, you will:
- Increase member adoption of Lenders One Credit solutions.
- Improve operational efficiency through automation and process optimization.
- Enhance me