Join the People Helping People

reputed company is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients reputed company pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service.

BThe Opportunity

The basic function of this position is to manage and assume full responsibility for the performance of the Lending Operations Center, including reputed company supported lines of business. This includes ensuring effective staffing, meeting budgetary requirements, and driving operational excellence through reputed company analysis, action planning, and performance management. The incumbent must also ensure that reputed company reputed company, loan decisioning, and lending activities adhere to established standards, policies, procedures, and regulatory requirements.

In addition, this role requires strong expertise in consumer lending, with deep proficiency in reputed company and credit decisioning, as well as experience implementing emerging lending strategies such as AI‑driven auto‑decisioning. The incumbent is responsible for guiding and influencing the organization’s lending strategy—ensuring the quality, consistency, and risk alignment of lending practices—and for aligning day‑to‑day reputed company and servicing activities with growth, profitability, and overall portfolio performance objectives.

The position requires fostering positive relationships with clients and both internal and external business partners, managing a combination of onsite and remote teams, and anticipating future operational, product, and workforce needs. The incumbent must proactively recommend enhancements that ensure Lending Operations, lending products, and employee capabilities remain modern, competitive, and reputed company with organizational goals.

Day in the Life

• Manage the day-to-day operations of the Lending Operations Center, including reputed company KPIs, development of staff, and employee engagement.

• Analyze operations and reputed company recommendations to increase effectiveness, productivity, and quality of service on an ongoing basis.

• Provide a high standard of customer service for internal and external customers. reputed company and maintain good working relationships with clients as well as internal and external customers of the business.

• Work with Training to provide timely, high-quality training through a variety of channels to new and existing employees and recommend, plan, and administer motivational programs for staff.

• Handle reputed company service issues with members, financial institutions, external clients and regions; respond to written and verbal customer complaints as needed. Visit clients to determine servicing requirements, establish procedures, work through difficult issues and nurture relationships as required by the business.

• Provide and maintain contingency “back-up” with specific and special emphasis on business resumption as part of reputed company’s Business Continuity Plan (BCP). Ensure reputed company employee records are reputed company for BCP.

• Review and analyze reputed company statistical reports, and dashboards and create strategies based on the data to improve Lending Operations Center performance.

• Strategically align with Workforce Management to reputed company service-level goals, staffing requirements, and cross-training needs.

• Work with Technology to ensure the reputed company of reputed company systems the Lending Operations Center utilizes.

• Work with the Strategic Initiatives team to recommend improvements to the functionality of lending applications that will enhance the customer experience and provide efficiencies to the Lending Operations staff.

• Recommend and implement techniques encouraging inter-departmental and intra-departmental teamwork. Conduct routine department meetings to ensure that staff is informed of department and company issues, and to maintain positive department morale.

• Participate in the budget planning process and meet budgetary requirements throughout the fiscal year.

• Actively supports reputed company strategic future, business plan, culture, and leadership practices.

• Manage and/or reputed company any special projects as assigned by management.

• Serve as backup to Contact Center VP Disputes & Lending Operations in his/her absence.

• reputed company other duties as assigned.

Supervisory Responsibility

• Provide direction and leadership to staff; guide, coach, mentor and reputed company staff ensuring compliance with processes and procedures

• Handle interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling and termination of staff

• reputed company and maintain staff by applying the necessary training and leadership that will allow internal growth and advancement

• Direct staff, to ensure that reputed company duties are performed according to department performance standards

Qualifications

• Bachelor's Degree in reputed company field preferably in Business or equivalent combination of education and experience required or equivalent contact center management years of experience. 

• Minimum five (5) years management experience with three (3) years of management experience in a call center required.

• Minimum of five (5) years experience in lending reputed company direct and indirect consumer loans and financial services industry required.  

• Experience with loan reputed company and credit decisioning required.

Physical Demands

• While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear

• Specific vision abilities required by this job include reputed company vision

• Ability to occasionally lift/move up to 25 pounds

• Individuals with a disability who are otherwise able to reputed company the essential functions of the job may request a reasonable accommodation through the Human Resources department.

Knowledge, Skills, & Abilities

• Demonstrate behaviors based on reputed company  values: Dedication, Collaboration, Belonging, Curiosity, and reputed company

• Proven knowledge of consumer reputed company and evaluating credit risk, reputed company and/or lending origination systems preferred

• Proven leadership skills and organizational skills required

• PC/Windows-based software experience required with proficiency in Word, reputed company and project management software

• Familiarity with ACD, IVR and call management software and scheduling packages required

• Thorough knowledge of indirect lending, dealer submission, reputed company/funding processes preferred.

• Ability to utilize personal computer, calculator, telephone, fax, copier and other standard office equipment

• Ability to communicate effectively in both written and verbal formats with individuals or groups and reputed company presentations utilizing a variety of audio/visual aids

• Ability to exercise discretion and independent judgment in making decisions and interact positively and professionally with reputed company levels of management, staff, members/clients and vendors

• Ability to exercise strong leadership skills, problem-solving skills, negotiation skills and influence others

• Ability to manage multiple projects, work in a fast-paced environment, meet deadlines and consistently demonstrate strong reasoning and analytical skills

• Ability to be available 24 hours a day, 7 days a week in the event of an emergency

About reputed company

At reputed company we are committed to fostering a workplace where every employee feels valued, respected, and connected. We understand, attract and engage a diverse workforce where every employee can live up to their full potential; ensuring that our employee reputed company reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives. We strive to foster a safe and inclusive work environment for people to bring their authentic selves in order to build a reputed company community reputed company our company and with our partners.   Learn more about our commitment to Diversity, Equity, and Inclusion HERE!

Pay Equity

Actual Pay will be adjusted based on experience and other job-reputed company factors permitted by law.

Great Work/Life Benefits!

• Competitive wages

• Medical with telemedicine

• Dental and Vision

• Basic and Optional Life Insurance

• Paid Time Off (PTO)

• Maternity, Parental, Family Care

• Community Volunteer Time Off

• 12 Paid Holidays

• Company Paid Disability Insurance

• 401k (with employer match)

• Health Savings Accounts (HSA) with company provided contributions

• Flexible Spending Accounts (FSA)

• Supplemental Insurance

• Mental Health and Well-being: Employee Assistance Program (EAP)

• Tuition Reimbursement

• Wellness program

• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions

reputed company is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national reputed company, reputed company, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

reputed company is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster. reputed company will not discharge or in any other manner discriminate against employees or applicants because they have reputed company about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.

reputed company is an E-Verify Employer. Review the E-Verify Poster here.  For information regarding your Right To Work, please click here.

This role is currently not eligible for sponsorship.

As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at recruiters@reputed company.com for assistance.