Manager of Student Lending Operations

Job Summary

Leading fraud operations and customer service teams, the full-time Manager of Student Lending Operations will drive operational excellence, enhance the customer experience, and implement effective fraud prevention strategies in a remote environment.

Key responsibilities:

• Oversee fraud operations, including prevention strategy, case management, and issue resolution to protect customer experience
• Lead and develop high-performing teams in customer service and conversion management, establishing performance expectations and governance for third-party partners
• Manage customer service strategy and operational performance, driving improvements in service quality and customer satisfaction metrics

Required qualifications:

• Bachelor's Degree in Business, Finance, Management, or a related field
• 5+ years of experience in customer service, fraud operations, or conversion management
• 1+ years in a leadership role
• Experience with CRM, fraud detection, and data analysis tools (e.g., Zendesk, Alloy, Tableau, SQL)
• Knowledge of compliance regulations and best practices in customer service and fraud prevention