Senior Loan Servicing Program Manager
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Job Summary
To support the Capital Servicing team, the full-time Senior Loan Servicing Program Manager will manage operational infrastructure, ensure compliance with policies, and enhance customer experiences in a remote setting.
Key responsibilities
- Maintain Key Performance Indicators (KPIs) related to customer satisfaction and compliance, ensuring third-party operations meet performance targets
- Coordinate cross-functionally to implement new products and resolve issues, while documenting procedures and responding to audit requests
- Deliver training for new hires and ongoing upskilling, acting as the escalation point for frontline agents and vendor leads
Required qualifications
- 5-7 years of experience in fintech, specifically in loan servicing and project/program management
- Proven ability to lead change across large organizations
- Strong analytical skills with proficiency in Excel; SQL experience is preferred
- Experience with CRM tools such as Salesforce or Zendesk
- Ability to work in a fast-paced, changing environment while maintaining a customer-centric approach
Complete Job Description
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