Customer Service Operations Supervisor (hybrid home/office

$49,608 - $66,560/Yr

Lentegrity - Lake Forest, CA

Full-time - Mid Level

Remote - Lake Forest, CA

Credit Intermediation and Related Activities

About the position

The Customer Service Operations Supervisor is responsible for overseeing and training a team of up to 8 Loan Servicing employees. This role involves monitoring daily output, ensuring adherence to service levels, and enhancing overall staff performance according to established standards and key performance indicators. The ideal candidate will possess strong problem-solving and customer service skills, be self-motivated, and demonstrate personal initiative to achieve high performance standards. Adaptability, flexibility, and effective communication are essential for managing a diverse team and ensuring smooth operations across various functions.

Responsibilities

• Directly manage loan servicing staff for multiple functions such as new loan boarding, payment processing, title management, customer service, bankruptcy filings, credit disputes, records management, ancillary product refunds, insurance, and collection activities.
• Assist employees with ongoing operating procedures; ensure compliance with company policies and procedures, as well as state and federal regulations.
• Review queue and workflow to ensure daily and monthly staff performance and service level goals are met.
• Identify and lead continuous improvement of processes in the department to provide greater efficiency and excellent customer experience.
• Work with Servicing, IT, and other departments as needed to determine the impact of any changes they request for the Servicing team.
• Work with department trainer to develop, maintain, and improve training materials and regularly assess the content of training classes.
• Effectively communicate goals and achievements on a regular basis.
• Handle escalated calls.
• Responsible for ensuring the team and department goals are achieved.
• Provide coaching and direction to staff to enhance successful work behavior.
• Participate in or conduct hiring interviews and make recommendations for staff hires.
• Review and approve time sheets for accuracy.
• Perform the responsibilities of a Servicing Representative on an as needed basis.
• Perform other related duties as required.

Requirements

• 2+ years of leadership/management experience preferred.
• 2+ years of auto finance experience preferred.
• High school diploma or equivalent.
• Understand state and federal laws applicable to Loan Servicing, including: CFPB, FCRA, UDAAP, FDCPA, SCRA, and TCPA.
• Proven ability to develop and achieve aggressive results.
• Excellent analytical, oral and written communication, problem solving and negotiating skills required.
• Ability to operate efficiently in an unstructured, ambiguous, and constantly changing environment.
• Willingness to work overtime as needed to attain desired results.
• Ability to motivate staff to achieve results while providing a positive customer experience.
• Proficiency in Microsoft Word and Excel required.
• Ability to organize multiple projects, exercise good judgment, maintain a high level of confidentiality, exhibit a professional demeanor, and possess a mature presence.

Nice-to-haves

• Bilingual skills
• Experience in high volume customer service environments
• Detail-oriented with strong multitasking abilities.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance