Manager – Account Servicing

About the Role:

We are seeking a Manager of Account Servicing to help lead and develop the company’s servicing agents on the Account Servicing teams. We are growing our business and continuing to seek individuals to help manage the servicing processes, procedures, and strategy. The ideal candidate must be a very hands-on manager and extremely detail-oriented.

What You’ll Do:

• Manage, develop and coach teams of supervisors and agents on the Account Servicing team
• Deliver a best-in-class customer experience 
• Focus on department engagement and development
• Analyze activity to continually improve process and performance
• Partner closely with internal teams to create open communication, monitor and provide loan performance feedback to credit department leadership  
• Continuously assessing and evaluating servicing systems, technologies, and procedural requirements for the account servicing areas
• Makes recommendations to improve/increase operational efficiency, workflow, processes and procedures, and implements the same
• Provide regular performance reporting to senior management 
• Maintain department policy and procedures and establish new policy & procedures as business needs warrant 
• Maintain up-to-date expertise and knowledge of servicing laws, rules, regulations, and developments
• Provides a supportive role to resolve compliance issues; recommends changes to processes to meet requirements

What We Look For:

• Ability to solve problems, make decisions, and deal with complex and sensitive issues
• Ability to manage multiple projects and thrive in a dynamic and fast-paced environment
• High-energy, positive team player that works well with others 
• Proven track record as a leader of high performing teams 
• Excellent process and project management skills with strong attention to detail
• Excellent verbal and written communication skills; ability to work effectively with a wide range of people  
• Excellent knowledge of FDCPA/FCRA rules and standards
• Proficient with G Suite, Excel, Word, and PowerPoint
• 5+ years management experience for a consumer credit card or unsecured loan portfolio
• Minimum 3 years of experience in account servicing/ account management operations
• Minimum 3 years in a supervisory capacity, preferably in a lending/banking or financial services environment
• BA/BS or higher in related field required

• Competitive salary and stock option plan
• 100% paid coverage of medical, dental and vision insurance
• Flexible PTO
• Opportunities for professional growth and development 
• Paid parental leave
• Health & wellness initiatives

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