Manager, Contact Center - Lending
WFA Digital Insight
The demand for skilled contact center managers in the fintech space has grown significantly, with a 25% increase in job openings over the past year. As the financial services landscape continues to evolve, companies like Velera are seeking leaders who can balance operational efficiency with innovative thinking. With the rise of digital lending solutions, professionals with expertise in underwriting, credit decisioning, and AI-driven auto-decisioning are in high demand. Before applying, candidates should be aware of the importance of staying up-to-date on regulatory requirements and industry trends, as well as the need to foster strong relationships with both internal and external stakeholders.
Job Description
About the Role
The Manager, Contact Center - Lending role at Velera is a critical position that oversees the daily operations of the Lending Operations Center. This includes managing a team of professionals, ensuring effective staffing, and driving operational excellence through continuous analysis and performance management. The ideal candidate will have a deep understanding of consumer lending, underwriting, and credit decisioning, as well as experience with emerging lending strategies such as AI-driven auto-decisioning.As a key member of the Velera team, the Manager, Contact Center - Lending will be responsible for guiding and influencing the organization's lending strategy, ensuring the quality, consistency, and risk alignment of lending practices. This will involve collaborating with various stakeholders, including internal and external business partners, to drive growth, profitability, and overall portfolio performance.
The Lending Operations Center is a critical component of Velera's fintech solutions, providing support to over 4,000 financial institutions throughout North America. As such, the Manager, Contact Center - Lending will play a key role in ensuring that all lending activities adhere to established standards, policies, procedures, and regulatory requirements.
What You Will Do
- Manage the day-to-day operations of the Lending Operations Center, including all KPIs, development of staff, and employee engagement
- Analyze operations and make recommendations to increase effectiveness, productivity, and quality of service on an ongoing basis
- Provide a high standard of customer service for internal and external customers
- Develop and maintain good working relationships with clients as well as internal and external customers of the business
- Work with Training to provide timely, high-quality training through a variety of channels to new and existing employees
- Recommend, plan, and administer motivational programs for staff
- Handle complex service issues with members, financial institutions, external clients, and regions
- Respond to written and verbal customer complaints as needed
- Visit clients to determine servicing requirements, establish procedures, work through difficult issues, and nurture relationships as required by the business
- Ensure all employee records are current for Business Continuity Planning (BCP) purposes
What We Are Looking For
- 5+ years of experience in consumer lending, underwriting, and credit decisioning
- Proven track record of driving operational excellence and improving efficiency
- Strong expertise in emerging lending strategies, including AI-driven auto-decisioning
- Excellent communication and interpersonal skills
- Ability to manage and motivate a team of professionals
- Strong analytical and problem-solving skills
- Experience with regulatory requirements and industry trends
- Proficiency in tools such as Adjust and Excel
- Bachelor's degree in a related field, such as finance or business administration
Nice to Have
- Experience with digital lending solutions and fintech platforms
- Knowledge of machine learning and data analytics
- Certification in a related field, such as lending or financial planning
- Experience working in a remote or distributed team environment
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a leading fintech company
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Flexible working hours and remote work options
- Access to cutting-edge technology and tools
- Comprehensive health and wellness programs
- Generous paid time off and holiday schedule
How to Stand Out
- Be prepared to provide specific examples of your experience with consumer lending, underwriting, and credit decisioning
- Showcase your ability to drive operational excellence and improve efficiency in your previous roles
- Highlight your knowledge of emerging lending strategies, including AI-driven auto-decisioning
- Emphasize your excellent communication and interpersonal skills, with a focus on building strong relationships with internal and external stakeholders
- Be prepared to discuss your experience with regulatory requirements and industry trends
- Showcase your proficiency in tools such as Adjust and Excel, and highlight any experience with digital lending solutions and fintech platforms
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