Customer Service 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 at Lentegrity, LLC is responsible for overseeing and training a team of up to 8 Loan Servicing employees. This role focuses on meeting service level agreements and reducing early-stage delinquency by coaching staff to achieve optimal performance. The supervisor will monitor daily outputs, ensure compliance with policies, and lead continuous improvement initiatives to enhance customer experience.

Responsibilities

• Directly manage loan servicing staff for multiple functions such as new loan boarding, payment processing, and customer service.
• Assist employees with ongoing operating procedures and ensure compliance with company policies and 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.
• Work with Servicing, IT, and other departments to assess the impact of changes on the Servicing team.
• Develop, maintain, and improve training materials in collaboration with the department trainer.
• Effectively communicate goals and achievements regularly.
• Handle escalated calls and ensure 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 as needed.

Requirements

• 2+ years of leadership/management experience preferred.
• 2+ years of auto finance experience preferred.
• High school diploma or equivalent.
• Understanding of state and federal laws applicable to Loan Servicing.
• 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.

Nice-to-haves

• Bilingual skills
• Experience in high volume customer service environments
• Strong negotiation skills

Benefits

• Commuter assistance
• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Adoption assistance
• Employee assistance program
• Vision insurance
• 401(k) matching
• Flexible schedule