First Help Financial

• Validate repossession requests submitted through the assignment dashboard to ensure accuracy and eligibility • Conduct thorough reviews of assignment criteria per the FHF Repossession Manual • Assign qualified repossession agents and oversee tracking, follow-up, and timely collateral recovery • Maintain strong, consistent communication with repossession partners to support efficient operations • Monitor and update all system statuses before and after repossessions to ensure data integrity • Process collateral release requests for agents and auction partners when accounts are reinstated • Perform hold and closure reviews of all repossession cases to ensure compliance and completeness • Adhere to all FHF compliance guidelines, policies, and regulatory requirements • Complete general administrative tasks as needed to support departmental workflow • Execute additional projects or assume additional responsibilities as assigned by management

• Own all legal and compliance gates, including eligibility for legal escalation. • Design and own the qualification criteria that determine which accounts with a balance are eligible for legal escalation. • Monitor the legal escalation pipeline to confirm the right accounts are being worked accurately. • Review and approve all settlement letter content before any mail is sent. • Complete FDCPA and UDAAP review of consumer-facing components before launch. • Build and maintain a state-by-state legal viability map for deficiency collections. • Vet all third-party collection agencies before any account is placed. • Write and maintain all policies and procedures for the post charge-off collections program. • Hire and develop direct reports as program volume increases.

Role Description The Manager, Legal and Deficiency Recovery owns all legal and compliance gates, including eligibility for legal escalation, consumer contact standards, vendor oversight, and outside counsel management. This is a build role creating a structured post charge-off recovery program from scratch, turning currently uncollected balances into meaningful returns. This is not a practicing attorney role; external counsel handles legal action. This role leads the compliance framework, ensures all consumer interactions are legally sound, and builds the program with speed and autonomy. What you will do: - Post Charge-Off Recovery Program - Design and own the qualification criteria for legal escalation of accounts with a defiance balance. - Maintain the controlled file and validate routing through periodic audits. - Monitor the legal escalation pipeline and maintain the compliance log. - Review and approve all settlement letter content for compliance with FDCPA and state laws. - Review and approve deficiency collection contact scripts and settlement authority structures. - Own legal and compliance reporting within the collections KPI package. - Prepare quarterly Board updates on the post charge-off program. - Regulatory and Compliance - Complete FDCPA and UDAAP reviews of consumer-facing components. - Build and maintain a state-by-state legal viability map for deficiency collections. - Ensure deficiency collection approaches are anchored to loan attributes. - Manage bankruptcy filings across the portfolio. - Ensure SCRA compliance for servicemember accounts. - Coordinate responses with compliance on CFPB inquiries and consumer complaints. - Build and deliver compliance training for post charge-off staff. - Vendor and Outside Counsel Oversight - Vet all third-party collection agencies before account placement. - Own the ongoing agency compliance program and conduct regular call audits. - Oversee third-party BPO partners working post charge-off accounts. - Lead outside counsel evaluation and selection for the legal escalation pipeline. - Review vendor contracts before execution. - Policy, Process, and Cross-Functional Work - Write and maintain all policies and procedures for the post charge-off collections program. - Manage active collections-related litigation in coordination with outside counsel. - Identify process gaps that create legal exposure or leave recovery on the table. - Serve as the legal and compliance resource for daily questions from collection agents. - Hire and develop direct reports as program volume increases. Qualifications - 5 or more years of experience in legal operations, compliance management, or collections oversight within consumer lending, auto finance, or a third-party collection agency. - Demonstrated historical career stability. - Experience in non-prime or subprime auto lending. - Working knowledge of FDCPA, UDAAP, and applicable state consumer protection laws. - Experience managing bankruptcy filings and handling SCRA compliance. - Has managed outside counsel relationships. - Has worked in or alongside a deficiency recovery operation. - Able to read and interpret collections performance data. - Bachelor's degree required; JD, paralegal certification, or CRCM preferred but not required. Strongly Preferred - Has designed, built, or led a post charge-off deficiency recovery program. - Has managed legal collections activity across multiple states. - Has built or administered an agency compliance monitoring program. - Background at a non-prime auto lender or servicer. Benefits - Generous salaries and competitive health and welfare benefits (medical, dental, vision, LTD/STD, Identity theft, paid parental leave, and more). - Paid vacation and 401(k) match. - Tuition reimbursement and social activities. - Monthly lunches and a robust employee recognition and talent development program.

• Identify gaps, score and rank compliance obligations by likelihood and severity, and maintain a living risk register. • Control design: build and maintain controls that translate compliance requirements into day-to-day business practices. • Draft, maintain, and disseminate policies and procedures, ensuring the inventory stays current and properly version-controlled. • Run a structured, risk-based monitoring and testing program, including a defined testing calendar and methodology. • Log findings from testing, audits, exams, and self-identification; assign root cause; and drive remediation to closure against defined timelines. • Coordinate regulatory examinations under the VP of Compliance's sponsorship, including document requests, scheduling, and examiner communication logistics. • Build and maintain KPI dashboards and prepare regular compliance reporting on program health, findings, and remediation status for the VP of Compliance, executive leadership, and the board. • Directly lead assigned compliance staff, with accountability for their performance and development. • Work directly with business, operations, and technology stakeholders to embed compliance requirements into day-to-day processes.

• Own the onboarding training for new hires for all Sales positions • Conduct skills gap analyses to identify areas of improvement for current sales team • Coordinate individual and team performance review sessions to discuss strengths and weaknesses • Collect feedback from trainees and managers about training courses • Report on impact of training programs • Host group training for sales teams • Maintain updated records of training material and curriculum • Develop proficiencies in internal administration systems and processes that support the task of the sales team • Review the training materials regularly and report any needed updates to the Team Lead, ensuring Sales, UW, Compliance and Tech can reference one place for program rules • Collaborate with Sales Ops Associate on the creation of training materials • Conduct post-training reviews, assessments, and surveys to assess the curriculum and training effectiveness

• Follow-up with dealers on all eligible applications after approval. • Negotiate with dealerships to win as many deals as possible with best possible terms for FHF (maximize FHF’s “win-rate” for approved applications). • Assist the dealer as single point of contact for all communication with internal FHF teams. • Monitor dealer behavior to pick up red flags for dealer risk. • Travel required to dealerships based on assigned market needs. • Support Outside Sales team with specific dealer-related initiatives to increase volume. • Support Servicing and Collections team to handle dealer complaints or other conflicts. • Manage the list of open applications to ensure timely follow-ups with dealers. • Overall, manage all aspects of dealer communication across various internal FHF stakeholders to ensure a seamless experience for dealers.

• Record, track, and follow up with insurance and claim-handling companies • Maintain accurate and complete claim records • Investigate reported collision events, including impound, skip tracing, and customer service inquiries. • Collaborate directly with the Loss Mitigation, Insurance, and Ancillary teams. • Prepare requested claim documentation. • Collect all necessary documentation from insurance providers. • Process and file total loss payments. • Manage claim-related documents. • Investigate issues throughout the claim lifecycle. • Assist with lienholder claims as required. • Handle other assigned projects.

Role Description First Help Financial, voted and certified as a “Great Place to Work” by our workforce for five years in a row, is adding a new partner to our Collections department to accommodate our remarkable growth! The Manager, Collections Legal and Recovery Compliance owns all legal and compliance gates, including eligibility for legal escalation, consumer contact standards, vendor oversight, and outside counsel management. This is a build role creating a structured post charge-off recovery program from scratch, turning currently uncollected balances into meaningful returns. This is not a practicing attorney role; external counsel handles legal action. This role leads the compliance framework, ensures all consumer interactions are legally sound, and builds the program with speed and autonomy. What you will do: - Post Charge-Off Recovery Program: - Design and own the qualification criteria for legal escalation. - Maintain the controlled file and validate routing through audits. - Monitor the legal escalation pipeline and maintain the compliance log. - Review and approve all settlement letter content for compliance. - Review and approve deficiency collection contact scripts and settlement authority structure. - Own the legal and compliance reporting within the collections KPI package. - Regulatory and Compliance: - Complete FDCPA and UDAAP reviews of consumer-facing components. - Build and maintain a state-by-state legal viability map for deficiency collections. - Ensure deficiency collection approaches are anchored to loan attributes. - Manage bankruptcy filings across the portfolio. - Ensure SCRA compliance for servicemember accounts. - Coordinate responses with compliance on regulatory inquiries. - Build and deliver compliance training for post charge-off staff. - Vendor and Outside Counsel Oversight: - Vet all third-party collection agencies before account placement. - Own the ongoing agency compliance program and conduct regular audits. - Oversee third-party BPO partners working post charge-off accounts. - Lead outside counsel evaluation and selection for the legal escalation pipeline. - Review vendor contracts before execution. - Policy, Process, and Cross-Functional Work: - Write and maintain all policies and procedures for the post charge-off collections program. - Manage active collections-related litigation in coordination with outside counsel. - Identify process gaps that create legal exposure. - Serve as the legal and compliance resource for daily questions. - Hire and develop direct reports as program volume increases. Qualifications - 5 or more years of experience in legal operations, compliance management, or collections oversight within consumer lending, auto finance, or a third-party collection agency. - Demonstrated historical career stability. - Experience in non-prime or subprime auto lending specifically. - Working knowledge of FDCPA, UDAAP, and applicable state consumer protection laws. - Experience managing bankruptcy filings and handling SCRA compliance. - Has managed outside counsel relationships. - Experience in deficiency recovery operations. - Able to read and interpret collections performance data. - Bachelor's degree required; JD, paralegal certification, or CRCM preferred but not required. Strongly Preferred - Has designed, built, or led a post charge-off deficiency recovery program. - Has managed legal collections activity across multiple states. - Has built or administered an agency compliance monitoring program. - Background at a non-prime auto lender or servicer. Benefits - Generous salaries and competitive health and welfare benefits (medical, dental, vision, LTD/STD, identity theft, paid parental leave, and more). - Paid vacation and 401(k) match. - Tuition reimbursement and social activities. - Monthly lunches and a robust employee recognition and talent development program.

• Design and own the qualification criteria that determine which accounts with a defiance balance are eligible for legal escalation. • Monitor the legal escalation pipeline to confirm the right accounts are being worked and the criteria are being applied accurately. • Review and approve all settlement letter content before any mail is sent. • Review and approve the deficiency collection contact script and settlement authority structure before they are used with borrowers. • Own the legal and compliance reporting within the collections KPI package. • Complete FDCPA and UDAAP review of consumer-facing components before launch and provide sign-off. • Build and maintain a state-by-state legal viability map for deficiency collections across the portfolio. • Ensure all deficiency collection approaches across borrower segments are anchored to loan attributes, not internal product or program classification. • Manage bankruptcy filings across the portfolio. • Coordinate responses with compliance on CFPB inquiries, state attorney general matters, and consumer complaints escalated through regulatory channels. • Build and deliver compliance training for post charge-off staff before any live account is worked. • Vet all third-party collection agencies before any account is placed. • Own the ongoing agency compliance program. • Oversee third-party BPO partners working post charge-off accounts. • Lead outside counsel evaluation and selection for the legal escalation pipeline. • Write and maintain all policies and procedures for the post charge-off collections program. • Manage active collections-related litigation in coordination with outside counsel. • Identify process gaps that create legal exposure or leave recovery on the table. • Serve as the legal and compliance resource for daily questions from collection agents, team leads, and directors. • Hire and develop direct reports as program volume increases.

Role Description We’re looking for a Senior Project Manager to play a central role in building and scaling the PMO. This role will partner closely with PMO leadership and take ownership of critical areas of how the function operates. You will operate across two core dimensions: - Building the systems and structure that enable effective execution across the organization. - Directly leading high-priority, high-visibility initiatives that require strong ownership, judgment, and executive presence. What you will do: - Lead and shape complex initiatives within your domain. - Own complex, multi-departmental initiatives spanning Operations, Finance, Compliance, and Technology from framing through delivery. - Make real decisions on scope, approach, and trade-offs shaping how the work gets done, not just executing a plan handed to you. - Translate strategic priorities into structured plans with clear scope, owners, timelines, and definitions of done. - Run the operating mechanics of your initiatives: working sessions, status reporting, risk tracking, decision logs with the discipline that gives leadership confidence the work is in hand. - Step into ambiguous or high-pressure situations to resolve conflicts, rebalance resources, and keep critical deadlines on track. - Bring strategic depth to the work. - Sniff-test the business logic of the initiatives you lead: unit economics, portfolio performance, operational trade-offs, and the assumptions underlying the plan to make sure the work is actually moving the right numbers. - Build the analysis behind the recommendation, not just the deck that wraps it. - Connect day-to-day execution to underlying business outcomes; understand and articulate why the work matters, what success looks like in measurable terms, and when an initiative needs to be re-scoped or stopped. - Brief executives with clarity on what’s happening, what’s at risk, and what to decide. - Be a credible partner across functions. - Navigate complex stakeholder dynamics using influence, not authority to drive alignment between Engineering, Operations, Finance, and Compliance. - Carry business logic into technical conversations; many credit and operations decisions ultimately get implemented in code, and you should be fluent enough to hold productive conversations with Engineering on scope, trade-offs, and timelines. - Partner with Finance on the analytical framing of your initiatives: assumptions, forecasts, and the financial story behind the work. - Operate within and improve the PMO’s operating system. - Adopt and improve the cadences, templates, and reporting that the PMO has established, making them better through how you use them, not just adding to them. - Help raise the bar on rigor across teams that are still maturing their project management practices, leading by example rather than by mandate. Qualifications - 5+ years of experience in business operations, strategic finance, business transformation, credit strategy, operations strategy, management consulting, chief of staff, investment banking / PE, or a related role where you owned real strategic substance, not just project administration. - Bachelor's degree or equivalent work experience. - A proven track record of leading large-scale, cross-functional projects in complex environments. - Experience introducing structure to teams that have historically operated without formal frameworks and the change-management instincts to do that without creating resistance. - Preferred: experience in auto lending or consumer lending more broadly; familiarity with the lifecycle (originations, credit, servicing) is a significant plus. Requirements - Strong execution instincts: clear owners, clear timelines, clear definitions of done, and the discipline to maintain them in messy environments. - Sharp analytical skills: fluent in spreadsheets, comfortable with both operational and financial data, able to turn numbers into a clear story (familiarity with BI tools, SQL, or financial modeling is a plus). - Excellent written and verbal communication; able to brief executives clearly under pressure and translate complexity into structured, decision-oriented updates. - Technical fluency: you do not need to write code, but you should be credible in a room with engineering leaders in sharing what needs to be built to address business needs. Mindset - Strategic curiosity: you ask why before how, and you understand how the work you lead ties to the company’s underlying business performance. - Composure under pressure: you can challenge a stakeholder, including an executive, when the data supports it. - Comfort with ambiguity and a bias toward action; you don’t wait for the problem to be perfectly framed before making progress. - High EQ and trust-building skills; you navigate competing priorities without creating friction. - Outcomes-focused and pragmatic: you measure success by what the business delivers, not by how much process exists. Benefits - Great Perks: We offer generous salaries, competitive health and welfare benefits, paid vacation, 401(k) match, tuition reimbursement, quarterly social outings, monthly lunches, a robust employee recognition, and training development program to enhance your career with us. - Culture: We are believers in maintaining a healthy work-life balance. While we work hard and care deeply about our customers and partners, we want you to have room for your family, friends, and yourself. - Growth: Company growth provides unprecedented career growth. FHF’s extraordinary year-over-year growth in revenue and new markets provides opportunity for you to establish and develop your career growth. We engage each employee to build a career plan that benefits everyone and we have a proven record of investing in you.