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Job Description
Are you looking for career growth and the chance to lead a high‑impact team? In this role, you'll inspire and guide a driven service staff while overseeing key department operations. You'll help grow our online portfolio, support retail initiatives, strengthen collection efforts, and ensure we meet—and exceed—our contact center goals. You'll also manage the full workflow of new, repeat, direct, and indirect leads, support the life cycle of online products, and contribute to customer marketing and retention efforts. As a frontline leader, you'll process loan transactions with professionalism, assist customers with navigating our digital platforms, and maintain organized, accurate records. You'll set the tone for a positive, motivated team environment built on strong communication and collaboration. From hiring and training to motivating and evaluating staff, you'll play a major role in building a high‑performing team while ensuring compliance with policies, procedures, and risk‑management standards.
Responsibilities:
Provide a strong leadership presence, lead by example from home through excellent communication. Manage floor to ensure great service and KPI goals are achieved. Self-manage time to meet goals and provide support to the team. Drive results through goal setting, standards, and accountability. Supervise the work of employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors, or problems. Monitor calls to ensure processes and procedures are followed. Interpret and communicate work procedures and company policies to staff. Meet growth goals through internal and external marketing of both retail and online customers. Develop and maintain professional relationship with customers. Provide an atmosphere of respect, courtesy, and friendliness. Research, compile, and prepare reports, correspondence, and other information required by management or governmental agencies. Assess risk and make decisions, within established limits, to accept or reject transactions. Utilize reports to analyze the present and future financial status of the department. Audit transactions, conduct audits to ensure compliance of workers with standards, procedures, and company policy. Examine, evaluate, and process applications and all other relevant transactions. Effective communication with customers to resolve issues. Personally comply with governmental regulations as well as company policies, procedures, laws, and maintain compliance within the location. Manage the work schedule of department. Hire train and develop team to meet company goals.
Knowledge, Skills, Abilities:
Excellent oral and written communication skills with the ability to effectively communicate upward, downward, and laterally. Strong organizational, administrative, and time management skills, working in a structured environment. Self-starter with the ability to work independently and collaboratively to achieve individual and team goals. Intermediate knowledge of Windows based computers and computing software including but not limited to Word, Excel, Outlook, and PowerPoint. Ability to work in a rapidly changing deadline intensive environment while effectively managing multiple responsibilities and prioritizing accordingly. Analytical skills with the ability to assess and present quantitative and qualitative data. Ability to make quick, accurate, and appropriate decisions. Requirements High school diploma or equivalent required. Bachelor's degree preferred. 2+ years of contact center experience. Prior supervisory experience a plus. Experience interacting with individuals at all organizational levels in ways that enhance understanding, respect, cooperation and problem-solving. Excellent oral and written communication skills with the ability to effectively communicates upward, downward, and laterally. Strong organizational, administrative, and time management skills, working in a structured environment. Ability to work in a rapidly changing deadline intensive environment while effectively managing multiple responsibilities and prioritizing accordingly. Why Join Us? Earn monthly incentives tied to performance Grow into a leadership role with real impact Be part of a fast-paced, team-oriented environment Help shape team success and drive measurable business results
Job Type:
Full-time Benefits:
401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Referral program Retirement plan Vision insurance
