Customer Service Manager
$65,676–$65,676 year
On-siteCalvert, Maryland, United States
Job Summary
Oversee a team of representatives responsible for providing prompt responses to customer inquiries regarding online loans, their verification, and general technical support via phone, email, and chat. Ensure timely and accurate processing, review, and verification of online loans with consideration for possible fraudulent activity to mitigate company risk. Direct and manage daily workload, including obtaining documents, auditing accounts, and coordinating priorities among team members and senior management. Analyze assigned portfolios to determine trends, process customer service requirements, and take over escalated calls to resolve issues. Administer continuous training in customer communication, compliance, and systems applications while conducting performance appraisals and goal setting. Collaborate with cross-functional teams to address online support and loan servicing issues, ensuring adherence to federal, state, and local laws.
Required Qualifications
- High school diploma or GED
- Bachelor's degree or equivalent combination of education and related experience
- Minimum of four (4) years of progressive experience
- Three (3) years of experience in the consumer lending or financial industry in customer service, online support, or in a similar role
- Demonstrated progressive leadership experience with the ability to lead daily operations, manage team workloads, and ensure service levels and quality standards are consistently achieved
- Strong knowledge of consumer lending, servicing operations, regulatory requirements, and fair lending practices, with the ability to interpret and apply guidance across varying scenarios
- Ability to apply advanced technical and regulatory knowledge to guide team decision-making, support quality outcomes, and mitigate risk
- Demonstrated ability to ensure adherence to established policies, procedures, and guidelines while driving consistency and accountability across the team
- Experience handling escalated or complex customer issues and providing resolution while balancing customer satisfaction, compliance, and business needs
- Strong working knowledge of applicable federal, state, and local laws, with the ability to ensure team compliance with all regulatory and company requirements
- Ability to evaluate existing processes, identify gaps or risks, and lead implementation of process improvements
- Ability to coach, mentor, and develop team members, including delivering feedback, facilitating training, and supporting ongoing professional growth
- Excellent interpersonal skills necessary to communicate professionally and effectively, verbally and in writing, with customers, vendors, third parties, and all levels of company staff, including senior leadership
- Proficiency in Microsoft Office Suite and financial services programs
- Ability to foster a results-driven team environment that promotes high-quality service and positive customer outcomes
- Strong problem-solving skills and the ability to make sound decisions in a fast-paced, high-pressure environment
- Ability to maintain confidentiality and handle sensitive information with discretion
- Ability to manage multiple priorities, delegate effectively, and maintain organization across competing demands
- Must occasionally lift and/or move up to twenty (20) pounds
- Must be able to perform the essential duties/functions of the position satisfactorily
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