Description

Lead and develop a team of loan review agents to process personal, student, and private school loans, ensuring service level agreements and key performance indicators are met. You will mentor, coach, and hire team members, handle escalated issues, and identify process improvements.

Requirements

• 2+ years customer service experience at a financial institution
• Exceptional time management skills and ability to manage multiple priorities
• Excellent written and verbal communication skills
• Ability to react to change quickly and implement new processes
• Work independently with little supervision

Responsibilities

• Manage teams of 15-20 loan reviewers, monitor workload to meet SLAs and KPIs
• Mentor, coach, and develop team members in loan processing and member interactions
• Hire, train, and coach new Origination Specialist agents
• Serve as second tier for escalated customer issues and handle special circumstances
• Foster a culture of accountability and continuous improvement