Manager, Loan Servicing

As a Manager, Loan Servicing, you’ll impact the lives of everyday people and help them go from surviving to thriving with innovative digital personal finance solutions. You will oversee the Loan Servicing Team (10+ member) to ensure the performance and productivity standards are achieved. This leadership role will be critical in the growth of team members and departments' success. You will be involved in the recruiting, training, coaching and payroll processes when necessary. You will participate in the ongoing development and implementation of processes and procedures.  

What you’ll do:  

• Analyze and investigate department performance and make adjustments accordingly to meet short and long-term company initiatives

• Identify coaching and development plans for assigned employees within the contact center

• Partner with Workforce Management to assist with scheduling, forecasting and capacity planning needs

• Collaborate with other peers and senior management across multiple teams to implement initiatives and develop creative solutions to drive customer retention

• Assist with recruiting and staffing of new team members

• Oversee employee reviews and coaching as well as oversee payroll accuracy

• Develop recurring training initiatives and provide direction to the curriculum design and execution of training material

• Facilitate department meetings and provide regular business updates with recommended initiatives for change to senior and executive leaders

• Perform other related duties as required and assigned

• 3+ years in a call center leadership position with priority given to those with Loan Servicing experience

• Previous experience overseeing service levels

• Experience in managing phone and email customer interactions 

• Strong proficiency of Microsoft Office

• Excellent communication and presentation skills

• Schedule flexibility to meet business needs

• Strong understanding of Workforce Management and capacity planning preferred

• Bachelor’s degree preferred (or equivalent work experience)

• Oracle job title: Manager, Loan Servicing
• Hiring Manager: Josh Hill
• Pay Grade: Annual Salary + Quarterly bonus