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.
Adheres to Company policies and procedures, including Compliance (UDAAP, BSA/AML, etc.), Information Technology, employee handbook, etc.
Other duties as assigned.
Education & Experience
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.
Competencies
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.
Seniority level
Executive
Employment type
Full-time
Job function
Strategy/Planning and Information Technology
Industries
Financial Services
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