FinSANA is looking for an Operations Manager who will support our United States Managing Director in the development of our products and services. This individual will provide expert management of the Consumer Lending Department, including loan origination, servicing, and collections. Experience in creating, documenting, and executing processes and procedures, while also working with other key team members will be vital to this role.
DUTIES AND RESPONSIBILITIES:
- Create, monitor, and help improve the collection channels and policies.
- Monitor daily, weekly and/or monthly collections and customer service KPIs.
- Develop new collection scripts and triggers and update existing ones.
- Build collection strategies in cooperation with the call center managers.
- Help technology team identify needs and improvements for the utilization of both the customer and our employees within our Loan Management System.
- Develop, review, and prioritize enhancements and tickets related to our Loan Management System.
- Support the implementation of new developments within the Loan Management System.
- Review the payment channels daily to find solutions for our clients.
- Monitor weekly results and allocation of funding.
- Ensure loans are compliant with applicable regulations and company policies and that the loans are processed accurately and efficiently.
- Manage, coach, train, and support loan operation and management teams.
- Listen to agents calls and monitor call quality and compliance.
- Effectively manage escalated lending issues from internal and external members.
- Collaborate with Managing Director in achieving strategic goals and priorities.
- Collaborate with Managing Director in management of 3rdparty relationships in Lending and Accounts Recovery Departments.
- Manage external collection agency portfolio.
- Actively contribute to the achievement of loan growth and delinquency targets.
- Facilitate positive conflict resolution and serve as a role model for staff.
- Conduct timely and constructive performance evaluations.
JOB QUALIFICATIONS:
- 5+ years of loan operations experience in the financial services industry or in a similarly related field
- 3+ years supervisory / management experience
- Bachelor of Arts degree or equivalent work experience
- Ability to guide, coach, and motivate team members
- Excellent problem-solving skills
- Strong communication and computer skills including knowledge of Excel, Word, and PowerPoint.
- Ability to focus on and achieve goals; ability to work under pressure
- Knowledgeable and passionate about process improvement
- Experience working in a call center environment
- Excellent English verbal and written skills; French is a plus
- Excellent interpersonal and leadership skills
- Knowledge of Loan Management Systems (an asset).
- Experience in financial collections is required.
SCHEDULE:
Core operating hours Monday through Friday; evenings and/or weekends may be required.
Top Skills
What We Do
FinSANA is a financial services company that specializes in technology solutions that facilitate the servicing of near prime and non-prime consumers. Our focus on data science, marketing, collections, payment processing, technology, and the customer has propelled us to be a leader in an industry where consumers are not well-served by traditional banks and their products.
Over the last 15 years, our internally architected suite of financial solutions have serviced millions of consumers in North, Central and South America that have urgent credit needs. Our dedication to building transformative products that are tailormade for an underserved market has allowed us to become an industry leader and market innovator.
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