Supervisor, Operations – Lender Support

Role Overview

• Coordinate and supervise the day to day operations of the onboarding team providing the highest level of internal support and guidance including but not limited to; training and development of onboarding new clients (sellers/lenders), client maintenance, ensuring agreements and orders are in compliance to revenue & company policy and processed timely.
• Staff Development & Onboarding Compliance: Train and provide or identify development opportunities for the staff.
• Effectively supervise the teams productivity to ensure SLA commitment (service level agreement) and direct the necessary daily activity to ensure client satisfaction and business objectives are being met.
• Responsible for monthly audits; ensure all service request within Cherwell ticketing system are processed accurately and timely for revenue recognition.
• Resolve and track issues / inquiries from Sales as they arise and address root-cause problems to facilitate a higher level of efficiency and effectiveness in system processes.
• Provide input for on-going development and improvement on systems and operation processes, enabling repeatable processes, scalability, and the support of new business initiatives.
• Maintain security and integrity controls of all confidential client data and account information.
• Assist with the creation of a comprehensive training program for staff, related to product support.
• Make recommendations for process enhancements related to assigned systems/ products with the goal of improving service to customers.
• Ensures policy and procedural changes are communicated to the staff and appropriate departments.
• Participate in department audits, working with auditors and updating or report recommended solutions.
• Collaborate with varies departments to resolve client and internal support issues.
• Provide analysis and reporting related to service request and/or client setups.
• Work to develop a Knowledge Base process to capture information to be organized, shared and utilized.
• Actively participate in the product management, product development, product sales end to end life cycle from a operations perspective.

Requirements

• A Bachelors Degree in Business, Business Administration, Information Management, or the equivalent of experience
• A minimum of 3 years experience working in an Operations environment, driving improvements that have resulted in measurable business impact
• A minimum of 2+ years experience in a supervisor or lead capacity.
• Excellent business communication, organizational and project management skills
• Strong computer skills
• Ability to create structure in ambiguous situations and design effective processes
• High level of resourcefulness to be able to independently seek out resolutions
• Experience building dynamic and collaborative teams remotely
• Experience hitting goals and aligning a team around metrics
• Experience using CRM tools such as: SalesForce, DocUsign, Cherwell ticketing systems and Clickup project management
• Strong verbal, written, analytical, and interpersonal skills.
• Ability to organize and prioritize work and meet deadlines.
• Working knowledge of all major software applications.
• Excellent knowledge on PC based computer systems, including Microsoft Word and Excel.
• Knowledge of SQL database functions helpful.

Tech Stack

• SQL

Benefits

• Flexible Working Environment
• Paid Time Off
• 401k (8% match)
• College Tuition Benefits/ Tuition Reimbursement
• Good Benefits options
• Company Culture! Cultural and Holiday celebrations, Theme days like Star Wars Day & Bring your Kids to Work Day, Monthly Townhalls and Quarterly Company Meetings that ensure awareness, inclusion, and transparency.