Customer Operations Specialist at Expat Explore ensuring travelers are fully prepared for their journeys through effective communication and documentation management.
About the role
- Operations Manager overseeing borrower and loan services at ECMC Group, focusing on customer inquiries and team performance. Ensuring regulatory compliance and optimizing processes in a hybrid role based in Minneapolis.
Responsibilities
- Provides leadership and oversight of the department’s functions including responding to customer inquiries and providing lender and servicer support and account services.
- Responsible for coaching, providing work direction, managing performance of team members and ensuring timely, accurate processing and adherence to procedures, policies and federal regulations.
- Develops and monitors performance metrics; identifies training needs and oversees training programs.
- Ensures timely completion of all regulatory reporting and compliance tracking.
- Optimizes department processes to improve efficiency and customer experience; drives implementation through team engagement and accountability.
- Reviews, updates and implements operational procedures while addressing issues and identifying opportunities for improvement.
- Maintains expertise in industry regulations, program changes and external factors impacting operations and compliance.
- Collaborates with internal leaders and external partners to assess business and customer needs, develop solutions and align strategies.
- Ensures work meets quality standards and service-level agreements through established processing timelines.
- Supports audits and program reviews with internal and external stakeholders.
- Provides high-level support for system testing and corporate projects, including portfolio conversions.
- Serves as an active member of project teams for loan conversions, system upgrades and infrastructure initiatives.
Requirements
- High school diploma or GED
- 5+ years of progressive job-related experience
- 3+ years of supervisory/leadership experience
- Experience working in the financial services industry
- Experience in call centers and/or customer service
- Intermediate proficiency in Microsoft Office suite
Benefits
- Health & wellness benefits: Medical, dental, and vision insurance plan options, with a generous employer subsidy.
- Company paid life & disability insurance, pre-tax flexible spending accounts and robust wellness programs.
- Financial benefits: Generous 401(k) plan with a company match up to 6% and additional discretionary contribution potential, holiday time off, paid time off accrual starting at 20 days/year and commuter subsidy.
- Education benefits: Tuition reimbursement up to $10,500/year for approved programs and student loan payment reimbursement up to $4,800/year. Up to $5,250 of qualifying education benefits can be reimbursed pre-tax.
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