AVP, Customer Service
AVP, Customer Service
Reprise Financial
United States
See who Reprise Financial has hired for this role
The AVP, Customer Service is a people management position responsible for leading the Customer Service operations function. This role requires exceptional leadership skills, strong analytical skills, and a commitment to delivering high-quality customer service. The position will be a member of Reprise Financials' Servicing Operations Team and will report directly to the VP, Servicing.
Essential Duties
- Develop and implement a a growth plan for Customer Service that balances best in class service with responsible expense management.
- Resolve complex and varied issues with substantial potential impact to business results.
- Analyze complaint trends for operational and technological opportunities and propose solutions.
- Apply an understanding of how your own area contributes to achieving the overall Servicing objectives.
- Evaluate team performance and make recommendations for pay increases, hiring, terminations, and other personnel actions.
- Collaborate with executive leadership to develop and meet company goals while supplying expertise and guidance on operations projects and systems.
- Collaborate with other functions and departments to carry out the companies’ goals and objectives.
- Identify, recommend, and implement new processes, technologies, and systems to improve and streamline organizational processes and use of resources and materials.
- Ensure that departmental decisions and project plans such as those for staffing, development, organization, and facilities are in line with the organization’s business plan and vision.
- Establish, communicate, and implement operations-related policies, practices, standards, and security measures to ensure effective and consistent support and execution.
- Identify training needs and ensure that proper training is developed and provided.
- Successfully complete annual regulatory compliance training.
- Adheres to Company policies and procedures, including Compliance (UDAAP, BSA/AML, etc.), Information Technology, employee handbook, etc.
- Other duties as assigned.
- Bachelor’s degree in business administration or equivalent field, or comparable experience.
- 7+ years of experience in Operations Management focused on unsecured lending.
- Experience in auto and auto title lending is a plus.
- Strong working knowledge of federal and state consumer finance and banking laws and regulations a plus.
- High proficiency in Microsoft Office – Excel, Word, Outlook, including experience with reporting via Excel or SQL databases and other information technology systems and tools.
- Strong leadership and team management abilities.
- Superior verbal and written communication skills.
- Exceptional critical and analytical thinking, decision-making, and innovative problem-solving skills.
- Ability to multitask effectively and manage competing priorities under demanding deadlines.
- Demonstrated ability to learn quickly, manage projects, and drive and achieve results.
- Operates with strong integrity and the ability to handle projects of a sensitive and confidential nature.
- Demonstrates flexibility and the ability to adapt quickly to rapidly changing needs.
- Ability to constructively challenge ideas and ensure timely escalation of issues and concerns as appropriate.
- Proven ability to work independently and collaboratively within a team environment.
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Seniority level
Executive -
Employment type
Full-time -
Job function
Strategy/Planning and Information Technology -
Industries
Financial Services
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