Senior Manager, Operations & Servicing (PSA Secured Lending)

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team.

Our services span collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder.

Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, the UK, and France.

As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process.

We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed. Your recruiter will be able to clarify expectations and answer any questions you have.

Collectors Financial Services is launching a secured consumer lending program. In this role, you will oversee the daily operations and servicing performance of the program within the Collectors Financial Services Team. You will establish, manage, and refine the operational framework supporting credit policy, including servicing playbooks, operating standards, escalation procedures, and daily execution.

Key responsibilities include managing valuation and operations personnel, supervising third-party loan servicing, and serving as the decision-maker for complex escalations and loss-mitigation matters.

This position requires a builder or start-up mindset, direct operational leadership experience, sound consumer-lending judgment,  and a comfort with taking on decision-making authority within an established policy framework. Successful candidates will effectively translate consumer credit policy, KYC/AML requirements, and dispute resolution standards into practical servicing practices.

The Senior Manager, Consumer Lending reports to the Senior Director, Financial Services.

What You’ll Do

Servicing Partner & Vendor Oversight:

• Own the relationship with our third-party servicing partner as the accountable party on the client side, including performance scorecards, SLA definition and attainment, invoice and dispute resolution, and formal remediation where standards are not met.
• Run the oversight program over servicer performance: quality assurance, call monitoring, and file-level testing; exercise contractual oversight rights, including right-to-audit provisions; document findings and drive remediation to closure.
• Manage internal valuation staff and on-demand valuation contractors, including sourcing, onboarding, work-product quality control, and turnaround standards.
• Draft, maintain, and audit servicing playbooks, procedures, escalation paths, and exception logs, keeping them current as policy and product evolve.

Servicing Execution & Escalations:

• Own resolution of servicing matters that fall outside routine handling or exceed frontline authority, deciding within delegated authority and escalating above it to program leadership.
• Execute loss mitigation and workout treatments in accordance with program policy: recommend and document borrower accommodations, approve within delegated authority, and escalate larger-dollar or novel matters.
• Administer the collateral liquidation process with a focus on fairness and compliance with applicable law, regulation, and internal policy, and support borrower-directed collateral sales.
• Lead dispute adjudication end-to-end, ensuring timely, well-documented, and compliant resolution.
• Resolve escalated operational issues affecting collateral status, custody, and servicing, coordinating with internal stakeholders and the servicing partner as needed.
• Operate the valuation review and challenge process, escalating disputed values in accordance with the program’s valuation methodology.

Monitoring & Reporting

• Monitor portfolio, credit, and servicing metrics against established program thresholds, and flag breaches promptly to leadership and the appropriate governance forum.
• Operate a monitoring and testing program across the servicing operation, including periodic testing of the servicing partner’s work.
• Prepare clear, decision-ready reporting for leadership on servicing performance, portfolio health, and operational risk.

Who You Are

• You bring strong judgment and escalation discipline, backed by a proven track record of executing against a written policy framework, using discretion inside defined limits, and escalating cleanly when a matter exceeds them.
• You have owned an outsourced servicing relationship as the accountable party on the client side, managing scorecards, SLA and invoice disputes, formal remediation, and personally exercising contractual oversight rights such as right-to-audit.
• You possess experience in secured lending operations, including leading workouts, handling deficiencies, and conducting collateral sales.
• You demonstrate consumer lending regulatory fluency with a working command of Reg Z, Reg E, FCRA, UDAAP, and Reg F, alongside the discipline to build files that hold up in a regulator or sponsor-bank examination.
• You possess strong written and verbal communication skills, with a habit of thoroughly documenting decisions so that third parties can easily reconstruct them.

Particularly Relevant Backgrounds:

• Secured lending against tangible property, such as auto, marine, aviation, powersports, RV, equipment finance, collectibles, crypto,  and small-business lending. 

Also Helpful:

• Experience in a bank-partnership (BaaS) or embedded-finance lending environment.
• Formal complaint-management or dispute-handling experience.
• Knowledge of or genuine passion for collectibles, trading cards, and the broader hobby.
• Bachelor’s degree required.

Salary Range:

The salary range for this position is $170,000–$185,000. Actual compensation within this range varies based on a variety of factors, including location, job level, experience, and skill set. This role may be eligible for bonuses or other forms of compensation; please ask your recruiter for more details.

Reasons To Join Us

• Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision.
• Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits.
• 401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to support your future financial goals.
• Vacation: All salaried employees are eligible for flexible time-off.
• Holiday Pay: All regular, full-time employees are eligible for ten company-paid holidays.
• Employee Discounts: Employees receive discounts on select grading services for approved submissions.

Collectors uses e-Verify to validate your ability to work legally in the United States.

We are aware that there are instances where individuals are receiving job offers that fraudulently allege to be from Collectors or one of our business units. This type of fraud can be carried out through false websites, through fake e-mails claiming to be from the company or through social media. We never ask for personal information such as your bank account, Social Security numbers or National IDs, nor do we send or request payments for the purchase of business-related equipment. If you suspect fraud, please reach out to [email protected].

We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We believe that a team that represents a variety of backgrounds, perspectives, and skills will better service the diverse community of collectors we support.

If you require an accommodation to apply or interview with us due to a disability or special need, please email [email protected].

U.S. residents: for disclosures relating to personal information we collect during the employment application and recruitment process, please see our Privacy Notice for U.S. Applicants.

For New York Residents: In connection with hiring, Collectors Universe, Inc. uses an automated employment decision tool (Brighthire) to assist in evaluating candidates. Collectors Universe, Inc. began using this tool in September 2026.  In accordance with NYC Local Law 144, a summary of the most recent independent bias audit of this tool is available from Brighthire . To request information about the type of data collected, its source, and our data retention policy, contact [email protected].