Virtual Branch Manager

World Finance • Greenville, SC

1d • Onsite

About The Position

We are seeking a Virtual Branch Manager for our Virtual Branch Unit. As a Virtual Branch Manager for a virtual lending operation, this role will oversee a team of frontline agents within our call center department. Primary responsibilities will include supervising the team, tracking performance metrics, providing coaching to ensure agents meet KPIs, internal support functions, and overseeing loan decisioning processes. You will collaborate closely with cross-functional departments to address operational issues, streamline processes, and enhance overall efficiency. This role requires strong leadership, communication, and problem-solving skills, as well as a deep understanding of lending operations and call center management.

Requirements

• Previous Management experience
• Proficient in Microsoft Word, Excel, SharePoint, and Outlook
• Deep understanding of lending operations, including the loan origination process, which involves gathering borrower information, evaluating creditworthiness, and determining loan eligibility
• Ability to work without supervision in a dynamic and changing environment
• Demonstrates good problem-solving skills, critical thinking, strategic thinking, and innovation
• Strong organizational skills and the ability to multitask while prioritizing
• Demonstrates going above and beyond consistently and acts as a role model for the company’s mission, vision, and values
• High School Diploma
• 3+ years of work experience in the financial industry
• 2+ years of management experience

Responsibilities

• Supervise daily activities by ensuring associates perform effectively through managing schedules, call quality, and overall productivity
• Oversee virtual lending processes by managing application workflows, loan approvals, and loan performance
• Set and monitor performance metrics for the team to ensure goals for efficiency and service quality are met
• Provide coaching and development to frontline agents, focusing on skill improvement, customer service excellence, compliance and achieving operational goals
• Oversee internal support functions including Large Loan approvals and creations
• Create performance reporting for analysis to identify trends and areas for improvement in both individual and team performance
• Collaborate with leaders and other departments to complete special projects
• Maintain knowledge of lending regulations, company policies and procedures
• Provide valuable insight and recommendations to improve processes

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees