Resolutions Team Manager
Avant is a high growth financial technology company, dedicated to lowering the barriers of borrowing for all consumers. Since 2012, Avant has secured more than $4 billion in funding and connected customers to over $5 billion through 800,000 transactions and counting. Through big data and machine learning, Avant’s mission is to provide better access to responsible financial products. Avant has been featured in The Wall Street Journal, The New York Times, TechCrunch, Fortune, Bloomberg, and has raised over $600 million of equity capital. Visit www.avant.com, for more information.
As the Resolutions Team Manager, you will lead a team which oversees the investigation, processing, and response to escalated customer inquiries from our contact center interactions for loan and card products. Coverage areas include refund requests, payoff inquiries, and SCRA relief, Payoff Quote Letters, Identify Theft Claims, and Opt out Consent Requests to name a few areas. You will work closely with various business units including Operations Strategy, Legal, Compliance, and technology teams. You will ensure that accounts are handled properly while maintaining an elevated sensitivity to regulatory risk and adhering to relevant rules.
What you do at Avant:
- Ensuring the team responds to all customer inquiries within predetermined response times.
- Maintaining efficient distribution of work across team members.
- Identifying areas for automation, business process improvement, and efficiency gains.
- Optimization of numerous work streams and queues across multiple platforms.
- Create and assist in writing project specifications for developers that lead to efficiency gains and reductions in risk.
- Conducting root cause and scope analysis on issues escalated from Operations.
- Write and or assist in the creation and regular maintenance of detailed procedural SOPs.
- Awareness of relevant regulations including but not limited to TILA, TCPA, FCRA, FDCPA, ECOA, SCRA, UDAAP, and BSA.
- Track and manage the performance of the Resolutions team including conducting performance reviews.
- Participate and respond to regulatory, examinations, audits, and due diligence inquiries.
- Taking on additional projects and duties as needed
Why you are a fit for Avant:
- Minimum of 2 years management experience.
- Ability to handle and execute multiple tasks in a fast paced environment with minimum supervision and successfully meet established deadlines.
- Understand the objectives of the department and how they interact with other business units.
- Self-confidence, good judgment and the ability to make sound decisions.
- Problem-solving skills.
- Intermediate Excel skills.
- Beginner SQL skills.
- Proven leadership capabilities.
- Exceptional attention to detail and organizational skills.
- Strong verbal and written communication skills.
- Ability to set goals and evaluate employee performance against those goals.
- Ability to deliver difficult feedback
Why Avant is a fit for you:
At Avant, we believe our values make a difference:
We value, support, and help each other grow
We are committed to active inclusion and diversity
We are transparent and believe the best idea wins
We succeed when our customers succeed
We get sh!t done… responsibly
And we keep it fun!
We believe that ideas are more important than titles, everything is more fun together, everyone drives change, and everyone is an owner. While we believe the perks and benefits that we offer are terrific, nothing excites us more than having the ability to collaborate with intelligent, highly-motivated and talented people on challenging problems as we work to change the face of online lending.