Centralized Servicing Manager

Lendmark Financial Services•Gilbert, AZ

3d•Hybrid

About The Position

At Lendmark Financial Services, we believe the success of our company is specifically attributable to the quality of our employees and their commitment to our customers. We value each customer and understand that people want to do business with people who care. That’s one way we differ from our competitors. We are proud of what we as a team have accomplished. We will always strive for improvement, our motto since day one has been “Success is the only option.” Lendmark Financial Services offers a comprehensive benefits package for employees and dependents that includes medical, dental, vision benefits, paid time off, paid holidays, 401(k), life insurance, long-term disability, tuition assistance and an employee assistance program. We also offer optional benefits such as critical care, auto, home and pet insurance as well as other ancillary insurance options. SUMMARY: The role of the Centralized Servicing Manager will be responsible for managing a team of Customer Service Representatives who are responsible for handling the servicing needs throughout the Lendmark footprint. Responsibilities include reviewing and implementing processes and strategies to ensure the department functions at a highly efficient pace. Expertise may also be leveraged to engage in customer service functions in other centralized operating centers.

Requirements

Bachelor’s degree, equivalent education or related experience required
5+ years of customer service and consumer finance experience
5+ years of Call Center experience
5+ years of leadership experience
Ability to work both independently and in team environment
Strong ability to multi-task with ability to prioritize
Excellent verbal and written communication skills
Detail-oriented
Proficient computer skills
Proficient in Microsoft Office products
Strong analytical skills
Highly adaptable to change within the business

Nice To Haves

Demonstrated ability, or potential ability, to lead operations of scale and complexity
Strong Excellent interpersonal and influencing skills – ability to create strong relationships across multiple organizational layers

Responsibilities

Lead and manage a team of Customer Servicing Representatives and Supervisors providing guidance training, and support
Direct the daily operations of the customer service Servicing team
Plan, prioritize and delegate work tasks to ensure proper functioning of the department
Monitor and analyze servicing metrics, identify areas for improvement, and implement strategies to enhance performance within the Servicing Team
Handle complex and escalated customer service and servicing issues
Ensure help desk tickets are handled correctly and in a timely manner
Conduct monthly scorecard evaluations and provide feedback and recognition to team members
Analyze relevant data to ensure department is operating at an efficient pace
Ensure the necessary resources and tools are available for quality customer service delivery
Coordinate and manage customer service special projects and initiatives
Manage matters regarding hiring, staffing, training, scheduling, performance reviews and terminations as applicable
Participate in problem-solving and support decisions, offering support and potential resolutions to senior management
Initiative to identify and implement necessary changes to existing processes, and opportunities to implement new processes
Ability to lead and engage across multiple operating sites
Other duties as assigned