Manager, Borrower Services - Asset Management

The Goal Family of Companies•Sioux Falls, SD

2d•Onsite

About The Position

At Goal Solutions, this role exists to support borrowers, clients, collection agencies, and internal partners. As our business continues to grow, we need a dedicated leader focused on improving service delivery, strengthening team performance, and building scalable processes. In this role, you'll lead daily Borrower Services operations, solve complex challenges, improve workflows, and help ensure borrowers and clients receive timely, accurate support. Your work will directly impact service quality, operational efficiency, risk management, and revenue generation.

Requirements

5+ years of experience in customer service, collections, loan servicing, call center operations, or a related environment
2+ years of leadership, supervisory, or team management experience
Strong critical thinking, problem-solving, and decision-making abilities
Proven ability to manage multiple priorities in a fast-paced environment

Nice To Haves

Experience in loan servicing, collections, financial services, or consumer lending
Experience leading borrower service, customer service, or call center teams
Experience with Zendesk or similar ticket management systems
Experience developing and improving operational processes and procedures

Responsibilities

Lead the Borrower Services team and drive operational performance across key service functions
Improve response times for borrower requests, client inquiries, and support tickets
Identify process gaps and implement solutions that improve efficiency and service quality
Serve as the escalation point for complex borrower, client, agency, and operational issues
Partner with Operations, Collections, Client Relationship Management, and Technology teams to support business objectives and growth