Loan Operations Manager

Company: Conn's Home Plus
Location: Houston
Posted on: November 23, 2021

Job Description:

Overview: The Manager, Loan Operations, is responsible for providing direct supervision and delivering hands-on support to representatives in the daily management and tasks related to the maintenance of customer loans. The Manager ensures adherence to deadlines and accuracy of work and identifies system and workflow improvements to enhance the team's efficiency. Additionally, the Manager will focus on identifying and leading process, quality, and productivity improvements such as developing new quality or performance metrics and streamlining key operating processes.Key Duties & Responsibilities: The Manager's responsibilities include, but are not limited to:Manages and supports overall goals and objectives of the team by consistently achieving operational performance goals.Manage a group of Loan Operations team members accountable for completing queue tasks and workflows in their respective queues.Conduct quality performance tracking, process auditing, and reporting of processes.Develop flexible resource plans to maintain performance as volumes peak and decline.Challenge existing processes with new recommendations for a solid, positive impact on the business and/or customer experience. Implement new processes.Develop and/or refine KPIs that drive operational performance.Motivate employees to ensure optimal performance results are achieved and that a positive, constructive work environment is provided.Address staff performance issues, provides additional training when needed, and recommends appropriate personnel actions.Works with and supports other departments, including Collections and Customer Service.Effectively uses reports and other information sources to coach and train additional associates on how to make improvements in their performance.Ensures employees understand their work assignment goals.Supports escalated issues and ensures completion of the resolution.Supports development of training material.Required ExperienceFive (5) years of Customer Service or Loan Operations experience with at least three (3) years of experience supervising or managing others.Proficiency in Microsoft Office, including advanced Excel skills, with strong personal computer and business solutions software skills.Experience utilizing operations performance metrics to manage and improve team member performance.Process improvement experience is required.High School Diploma or GED is required.Preferred ExperienceBachelor's degree preferred.Familiar with Loan Operations concepts, practices, and procedures.Clear understanding and extensive experience with commonly used computer programs within the Loan Operations Department such as AS400, Latitude, and Spectrum is a plus.Skills & Abilities: Analytical and problem-solving skills.Must be detailed-oriented.Must be able to multi-task and prioritize workload.Effective communication and leadership skills.Ability to remain calm and professional when dealing with customers or employees and prevents conversations from escalating. A strong positive attitude is a MUST.Must work with integrity, ethics, and a customer service attitude in all interactions and strive for excellence in all aspects of the job.Relies on extensive experience and judgment to plan and accomplish goals.A wide degree of creativity and the ability to operate with independent judgment is required.Working Conditions: Work is performed in an office environment.May require prolonged periods of sitting/standing.Job Type: Full-timeBenefits:401(k)401(k) matchingDental insuranceEmployee discountHealth insuranceLife insurancePaid time offReferral programTuition reimbursementVision insuranceSchedule:8 hour shiftEducation:High school or equivalent (Preferred)Experience:Supervising experience: 3 years (Preferred)Loan processing: 4 years (Preferred)Work Location:One locationWork Remotely:No

Keywords: Conn's Home Plus, Houston , Loan Operations Manager, Executive , Houston, Texas