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Essential Job Functions:


  • Assist in the management of all aspects of customer contact processes including customer service, collections and loss mitigation.
  • Assists in the management of the Call Center including calling outbound strategy, IVR routing and skip tracing.
  • Helps oversee the borrower website experience.
  • Manages day to day operations of the call center area to ensure smooth work flow and to achieve predetermined goals.
  • Builds effective and strong team committed to delivering world class customer care and achieving organizational goals.
  •  Accurately assesses strengths and development needs of employees including timely and specific feedback and performance management.
  • Develops and implements effective policies and procedures to ensure timely, accurate, cost effective and excellent service to our customers.
  • Identifies and analyzes escalated problems and provide guidance to team members for resolution.
  • Negotiates solutions and acts as a liaison with internal and external customers when necessary.


Other Related Duties:


  • Performs other related duties as assigned.


Supervisory Responsibilities:


Manages call center staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and

directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving




To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.


Education and/or Experience:


Bachelors Degree from a Four (4) year College or University; or minimum high school diploma and approximately 5 years or more related experience and/or training; or equivalent combination of education and experience.


Language Skills:


Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.


Mathematical Skills:


Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.








Reasoning Ability:


Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.


Certificates, Licenses, Registrations:


None required


Physical Demands :


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds