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Manager, - Loan Program Manager - Bank Partnership
4 months ago
Description
We are seeking a highly organized and meticulous individual who will play a critical role in partnering with our CARE (customer service) and Collections teams. This role will assist the leadership and management teams in those organizations with the day-to-day program and deliverable requirements with the subprime loan program. This role will report to the VP of Banking & Strategy. The ideal candidate will possess strong analytical skills, been a expert LoanPro user, have a customer centric mindset, and the ability to thrive in a challenging environment.
Key Responsibilities:
Program Management:Assist the Care and Collections team in the oversight of all aspects of the servicing and collections functions required in the bank’s loan program.Ensure compliance with bank partner program requirements, regulatory guidelines, and internal policies and procedures (as approved by the bank).Assist in the development and implementation of necessary strategies to optimize program performance, mitigate risks, and maximize customer experience. Care and Collections Oversight:Collaborate with Care and Collections to ensure timely and effective resolution of all program requirements (i.e., Complaints, Customer Inquiries, Delinquency and Payments).Ensure Care and Collections teams have current bank requirements for all aspects of their jobs. Ensure training and understanding exists for all teams and BPO organizations interacting within the program.Monitor key performance metrics and KPI’s required by the bank partner for the Care and Collections functional areas, identify trends and work with the teams on remediation and strategic plans. Stakeholder Collaboration:Serve as a liaison between the Care and Collections teams and the Bank Team.Identify areas for improvement and collaborationWork with Care and Collections to create and implement executive and bank approved program changes to ensure regulatory adherence and optimal customer experience.Build and maintain strong relationships with internal stakeholders in support of the subprime loan program initiatives. Reporting and Analysis:Develop and maintain regular reports and dashboards to track Care and Collections performance. This will be in collaboration with the Care and Collections leadership team but provide an independent perspective on success and opportunities for program enhancement.Assist in conducting regular analysis of program data to identify trends, risks and opportunities for improvement.Partner in providing insights and recommendations to senior management and bank partners to support decision making. Process Improvement & InnovationPartner in identifying opportunities to streamline processes, enhance efficiencies, and improve the customer experience.Work cross-functionally to implement process improvements and leverage technology (LoanPro) to drive operational excellence.Stay informed about industry trends, practices and emerging technologies, sharing your knowledge for the betterment of program.You…
Minimum of 5 years in Customer Service and Collections environments in a bank partner, subprime loan program Minimum of 5 years’ experience with LoanPro Bachelor’s degree required. Strong understanding of subprime lending products, processes, and regulatory requirements. Proved track record of successfully managing programs or projects, preferably in a banking or financial services environment. Excellent analytical skills, with the ability to analyze complex data sets, identify trends, and make data driven recommendations. Exceptional communication and people skills with the ability to effectively influence and collaborate with cross functional teams. Ability to thrive in a fast paced, dynamic environment and manage multiple priorities with completing deadlines. Strong strategic thinking and problem-solving abilities, with a focus on driving results and continuous improvement.Why You will Love It Here…
A future of growth and advancement: As a growing company, we have lots of career opportunities that allow you to develop your mentorship, training, and leadership skills. Join us at an opportune time: We're growing fast and have an excellent trajectory within eCommerce, which gives us a great foundation to work with. You will be joining our team of talented professionals at the perfect time to shape our continued rapid growth and directly impact our future success by maintaining a high bar for quality, performance, respect, and accountability. Flexible paid time off: We encourage you to recharge and spend time with friends and family. We care about your mental health Competitive benefits: Includes medical, dental, vision coverage and a 401K with company match. Collaboration from the top-down: Check out our CEO, Matt Hawkins, and his philosophy on Snap’s Values Direct and engaging Recognition/Appreciation: Promoted by both our culture team and leadership levels.