Back Office Team Manager

Best Egg • Wilmington, NC

10h • $70,000 - $80,000 • Remote

About The Position

Best Egg is a market-leading, tech-enabled financial platform helping people build financial confidence through a variety of installment lending solutions and financial health tools. We aim to help customers make smart financial decisions and stay on track, so they can be money confident no matter what life throws at them. We offer top-tier benefits and growth opportunities in a culture built on our core values: Put People First – We foster an inclusive, flexible, and fun workplace. Create Clarity – Open communication drives trust and results. Get Things Done – We focus, prioritize, and deliver with excellence. Deliver with Heart – We lead with kindness, humility, and strong teamwork. Listen to Our Customers – Their needs drive our innovation. Barclays has entered into an agreement to acquire Best Egg with closing expected to take place in Q2 2026. This acquisition will give us the resources and capital to continue on our mission and drive our strategy forward. With an aligned culture, lower cost of funds, and increased employee growth opportunities across a global brand, we are excited about the future of the Best Egg brand under the Barclays umbrella. We are looking for collaborative, innovative team players who like to solve problems. There will also be immense opportunities for those willing to dive in. If you're inspired by growth and want to make a real difference, Best Egg is the place for you. We’re proud to be an equal opportunity employer committed to building a diverse, inclusive team. The Manager of Backoffice will manage and develop a Best in Class team that is responsible for helping resolve customer issues originating primarily from inbound correspondence. This includes, but is not limited to, misapplied payments, credit bureau updates and disputes, and general servicing requests. The Manager of the Backoffice team will also oversee and manage lien filings and terminations. This position will report to the Specialty and Backoffice Team Lead and will be responsible for ensuring that we achieve and maintain service level standards and quality objectives. The manager will also assist with planning, recruiting/hiring, quality management, strategic testing and special projects. Keys to success in this role will include enhancing the Customer Experience, creating efficiencies within processes, identifying and addressing customer trends, and fostering a strong, transparent relationship with all Colleagues. Flexibility, excellent time management and multi-tasking skills are essential.

Requirements

• Bachelor’s Degree preferred
• 2+ years of Customer Service, Collections &/or Call-Center experience
• 2+ years of experience in a similar Backoffice role
• People &/or project management experience
• Excellent written, oral and presentation skills
• Proven track record of innovation, clever problem solving, and high-quality
• Strong organization and prioritization skills
• Must embrace change and thrive in an evolving department
• Leadership
• Comfortable interacting with colleagues from all levels of management within the business, and externally with our supporting call centers
• Demonstrate leadership skills including self-direction, mentoring, leading change through positive behavior
• Passionate about identifying trends and opportunities to simplify, automate, and standardize processes
• Provide and solicit opinions when designing tools that will be used by internal colleagues
• Culture
• Ability to lead a high-functioning team emphasizing collective ownership
• Be confident and willing to challenge status quo, but also willing to concede and execute other’s ideas when necessary
• Capable of teaching and learning from others to promote continuity of knowledge andpersonal development
• Ability to work effectively as a team member and as an independent contributor

Responsibilities

• Manage the daily business workflow with the team and assist in creating efficiencies
• Scheduling and workforce management
• Recruitment and interviewing
• New hire and ongoing training
• Quality monitoring and coaching
• Account audits and root cause analysis
• Complaint handling and customer escalations
• Performance reviews and development
• Development

Benefits

• Pre-tax and post-tax retirement savings plans with a competitive company matching program
• Generous paid time-off plans including vacation, personal/sick time, paid short-- term and long-term disability leaves, paid parental leave, and paid company holidays
• Multiple health care plans to choose from, including dental and vision options
• Flexible Spending Plans for Health Care, Dependent Care, and Health Reimbursement Accounts
• Company-paid benefits such as life insurance, wellness platforms, employee assistance programs, and Health Advocate programs
• Other great discounted benefits include identity theft protection, pet insurance, fitness center reimbursements, and many more!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager