Velera

Manager, Contact Center – Lending

Velera

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $82,700 - $105,400 per year

About the role

  • Manage the day-to-day operations of the Lending Operations Center, including all KPIs, development of staff, and employee engagement.
  • Analyze operations and make recommendations to increase effectiveness, productivity, and quality of service on an ongoing basis.
  • Provide a high standard of customer service for internal and external customers.
  • Develop and maintain good working relationships with clients as well as internal and external customers of the business.
  • Work with Training to provide timely, high-quality training through a variety of channels to new and existing employees and recommend, plan, and administer motivational programs for staff.
  • Handle complex service issues with members, financial institutions, external clients and regions; respond to written and verbal customer complaints as needed.
  • Visit clients to determine servicing requirements, establish procedures, work through difficult issues and nurture relationships as required by the business.
  • Review and analyze all statistical reports, and dashboards and create strategies based on the data to improve Lending Operations Center performance.
  • Strategically align with Workforce Management to achieve service-level goals, staffing requirements, and cross-training needs.
  • Work with Technology to ensure the integrity of all systems the Lending Operations Center utilizes.
  • Work with the Strategic Initiatives team to recommend improvements to the functionality of lending applications that will enhance the customer experience and provide efficiencies to the Lending Operations staff.
  • Recommend and implement techniques encouraging inter-departmental and intra-departmental teamwork.
  • Conduct routine department meetings to ensure that staff is informed of department and company issues, and to maintain positive department morale.
  • Participate in the budget planning process and meet budgetary requirements throughout the fiscal year.
  • Actively supports Velera strategic future, business plan, culture, and leadership practices.
  • Manage and/or oversee any special projects as assigned by management.

Requirements

  • Bachelor's Degree in related field preferably in Business or equivalent combination of education and experience required or equivalent contact center management years of experience.
  • Minimum five (5) years management experience with three (3) years of management experience in a call center required.
  • Minimum of five (5) years experience in lending underwriting direct and indirect consumer loans and financial services industry required.
  • Proven knowledge of consumer underwriting and evaluating credit risk, underwriting and/or lending origination systems preferred.
  • PC/Windows-based software experience required with proficiency in Word, Excel and project management software.
  • Familiarity with ACD, IVR and call management software and scheduling packages required.
  • Thorough knowledge of indirect lending, dealer submission, underwriting/funding processes preferred.
  • Ability to communicate effectively in both written and verbal formats with individuals or groups and make presentations utilizing a variety of audio/visual aids.
  • Ability to exercise discretion and independent judgment in making decisions and interact positively and professionally with all levels of management, staff, members/clients and vendors.
  • Ability to exercise strong leadership skills, problem-solving skills, negotiation skills and influence others.
  • Ability to manage multiple projects, work in a fast-paced environment, meet deadlines and consistently demonstrate strong reasoning and analytical skills.
  • Ability to be available 24 hours a day, 7 days a week in the event of an emergency.
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
lending underwritingconsumer loanscredit risk evaluationunderwriting systemsproject managementdata analysisKPI managementbudget planningteam managementcustomer service
Soft Skills
leadershipproblem-solvingnegotiationcommunicationinterpersonal skillsdecision-makingteamworkpresentation skillsanalytical skillsemployee engagement