About this role
Senior manager responsible for the Lending Operations Center, overseeing underwriting, loan decisioning, staffing, budgeting, and performance management to ensure compliant, efficient lending operations.
Key Responsibilities
- Manage day-to-day operations of the Lending Operations Center
- Analyze operations and improve KPIs
- Provide high standard of customer service
- Coordinate training and staff development
- Manage budget planning and special projects
Technical Overview
Leads lending operations with expertise in consumer lending underwriting, credit decisioning, and call-center tech (ACD/IVR). Works with IT and analytics to optimize lending applications, workforce management, and disaster recovery planning; requires proficiency in Word/Excel and project management tools.
Ideal Candidate
The ideal candidate is a senior operations manager with 5+ years in lending underwriting and call center leadership, strong regulatory awareness, and the ability to drive staffing, budget, and process improvements in a remote environment.
Must-Have Skills
Bachelor's Degree in related fieldMinimum five (5) years management experience with three (3) years in a call centerMinimum of five (5) years experience in lending underwriting direct and indirect consumer loansExperience with loan underwriting and credit decisioningPC/Windows-based software experience with proficiency in Word and Excel and project management softwareFamiliarity with ACDIVR and call management software
Nice-to-Have Skills
Experience with AI-driven autodecisioningExperience with indirect lendingdealer submissionunderwriting/fundingKnowledge of regulatory requirements and compliance in lendingStrong risk management perspective
Tools & Platforms
ACD (Automatic Call Distribution)IVR (Interactive Voice Response)Lending origination systemsWorkforce Management softwareMicrosoft WordMicrosoft ExcelProject management software
Required Skills
Bachelor's degreeleadershiplending underwritingcredit decisioningconsumer loanscall center managementstaffingbudgetingperformance managementdata analysisKPIstrainingcustomer serviceworkforce managementACDIVRlending applicationsBCPcross-functional collaboration
Hard Skills
Lending underwritingCredit decisioningConsumer lendingACD (Automatic Call Distribution)IVR (Interactive Voice Response)Call management softwareLending applicationsWorkforce Management systemsPC/Windows-based software (WordExcel)BudgetingStaffing optimizationBusiness Continuity Planning (BCP)
Soft Skills
LeadershipCommunicationStrategic thinkingRelationship managementProblem solvingTeam managementTraining coordinationCross-functional collaboration
Keywords for Your Resume
Lending Operations CenterUnderwritingCredit decisioningConsumer lendingACDAutomatic Call DistributionIVRInteractive Voice ResponseLending applicationsWorkforce ManagementBudget planningStaffingRegulatory requirementsRegulatory complianceLeadershipCustomer serviceCross-functional collaborationRemoteFintechPaymentsLending underwritingLending operationsWorkforce management
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