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About the role
Key responsibilities & impact- Work Across Operations to Stand Up Core Loan Operations: Design and implement operational workflows for functions such as customer service, delinquency management, and account maintenance.
- Lead the documentation of SOPs across all operational functions.
- Collaborate with functional leaders to establish service and monitor performance standards, SLAs, and QA frameworks.
- Collaborate with the Head of Collections & Recoveries to build & launch a delinquency management strategy.
- Oversee Back-Office & Compliance Operations including monitoring complaint handling and regulatory response processes.
- Build, document, and oversee exception account handling (e.g., deceased, bankruptcy, credit bureau disputes).
- Prepare operational reporting to support audits, compliance reviews, and executive oversight.
Requirements
What you’ll need- 5–8 years of experience in consumer lending operations, servicing, collections, or related functions.
- Experience with installment loans, personal loans, or other regulated consumer credit products strongly preferred.
- Direct experience managing customer service and/or collections teams (internal or outsourced).
- Familiarity with loan servicing platforms, dialers, CRM systems, and payment processing tools.
- Working knowledge of consumer lending regulatory frameworks (FDCPA, UDAAP, FCRA, state lending regulations).
- Strong analytical skills with experience building and managing operational KPIs.
- Excellent cross-functional collaboration skills and comfort working with Product, Risk, Legal, and Engineering partners.
Benefits
Comp & perks- Comprehensive medical, dental, and vision coverage
- 20 PTO days + 11 paid holidays
- 401(k) retirement with company matching
- Student Loan & Tuition Reimbursement
- Commuter assistance
- Parental leave (maternal + paternal)
- Inclusion and Associate Engagement Programs
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
operational workflowsSOP documentationdelinquency management strategyexception account handlingoperational reportingKPI management
Soft Skills
cross-functional collaborationleadershipanalytical skills