Customer Service Supervisor (Hybrid Home/Office)

Title Customer Service Supervisor
Reports To Loan Servicing Manager
Location 27442 Portola Parkway Suite 250 Foothill Ranch, CA 92610 (Hybrid Home/Office)
Department Loan Servicing
Status Non-Exempt

Job Seekers interested in these key words might be a fit for this position: Customer Service, Quality Assurance, Communication Skills, High Volume, Inbound Calls, Outbound Calling, Data Entry, Detail Oriented, Bilingual, Multi-tasking, Leadership, Organizational Skills, Interpersonal Skills, Problem-Solving, Call Center, Process Improvement

SUMMARY: The Customer Service Supervisor is responsible for supervising and training a team of up to 8 Loan Servicing employees.

RESPONSIBILITIES:

• Directly manage loan servicing staff for multiple functions such as: new loan boarding, payment processing, title management, Customer Service, insurance, and collection activities
• Review queue and workflow to ensure daily and monthly staff performance and service level goals are met
• Handle escalated calls from staff
• Effectively communicate goals and achievements on a regular basis
• Identify and lead continuous improvement of processes in the department to provide greater efficiencies and an excellent customer experience
• Work with the trainer to develop, maintain, and improve training materials and regularly assess the content of training classes
• Assist employees with ongoing operating procedures; ensure compliance with company policies and procedures, as well as state and federal regulations
• Work with Servicing, IT, and other departments as needed to determine the impact of any changes they request of the Servicing department
• Responsible for ensuring the team and department goals are achieved
• Provide coaching and direction to staff to enhance successful work behavior
• Participate in or conduct hiring interviews and make recommendations for staff hires
• Review and approve time sheets for accuracy
• Perform the responsibilities of a Servicing Representative on an as needed basis
• Perform other related duties as required

QUALIFICATIONS/REQUIREMENTS:

• 1+ years of leadership/management experience, preferred
• 2+ years of auto finance experience, preferred
• High school diploma or equivalent
• Understand state and federal laws applicable to Loan Servicing, including: CFPB, FCRA, UDAAP, FDCPA, SCRA, and TCPA
• Proven ability to develop and achieve aggressive results
• Excellent analytical, oral and written communication, problem solving and negotiating skills required
• Ability to operate efficiently in an unstructured, ambiguous and constantly changing environment. Willingness to work overtime as needed to attain desired results
• Ability to motivate staff to achieve results while providing a positive customer experience
• Proficiency in Microsoft Word and Excel required
• Ability to organize multiple projects, exercise good judgment, maintains a high level of confidentiality, exhibit a professional demeanor and possess a mature presence

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

ADDITIONAL REQUIREMENTS:

While performing the duties of this job, the employee may perform some or all of the following physical activities: Use hands to finger, handle, or feel; and talk or hear; walk; reach with hands and arms; sit, stand, stoop, kneel, crouch, or crawl; lift and/or move up to 10 pounds; use sight, including close vision, distance vision, color vision, peripheral vision, and ability to adjust focus; and hear in a work environment with a moderate noise level. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

About Lentegrity

Our Vision is supported by three pillars forged in our unwavering commitment to build strong and lasting business relationships not only with our lending partners but also our employees and borrowers:

Purpose

To provide borrowers and dealerships with the most positive experience in the origination, ownership and servicing of every vehicle all while creating a positive culture in the workplace for our employees.

Mission

Leverage our core principles to become the lender of choice and a trusted partner to our expanding dealer network while building loan portfolios that create value for Lentegrity, its lending partners and its investors.

Values

· Integrity

From the CEO to our entry level staff the principles of honesty, decency and fairness are the foundation of our core values and are reflected in all of our interactions and business transactions.

· Teamwork

Our management team and staff was recruited and hired based on their work-ethic, knowledge, mutual respect and ability to collaborate effectively with one another. We will always seek to instill these values in all of our employees.

· Service

We will always strive to provide the gold standard in service, not only to our borrowers, but also to our dealers and partners.

· Consistency

Consistency will be evident in every aspect of our business, from credit decisions to Customer Service, collaboration and staffing. We pledge to hire and retain team members that share our core values in support of our Vision.

Benefits

We offer an exceptional and enthusiastic work environment, competitive benefits, progressive career opportunities, a casual dress code and strive to ensure every Team Member is empowered to work to their optimum potential.

Lentegrity offers Team Members:

• Extensive growth opportunities with an emphasis on promoting internally
• An atmosphere that is collaborative, innovative and challenging
• Ongoing learning and development opportunities—including access to over 3,500 self-paced courses, instructor-led virtual training classes and 25,000+ books in online, audio and summary formats.
• Competitive compensation
• Excellent benefits package that includes: comprehensive Medical/Dental/Vision, Health Savings Plans, 401(K) match, 24/7 counseling and consultation services (EAP), Adoption Assistance, optional Commuter benefits and more.

Pay Range:

Base salary: $23.85-$32.00 per hour

Proud to be an Equal Opportunity Employer

Lentegrity is dedicated to providing an inclusive environment for all. We are proud to be an Equal Opportunity Employer and value a culturally diverse workforce. We believe in ensuring all team members demonstrate mutual respect for one another. All qualified applicants will receive consideration for employment without regard to protected characteristics like age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Privacy

Please take notice that Lentegrity, LLC collects certain information about our job applicants and employees. Learn more about your rights in our California Privacy Notice: https://lentegrity.com/Forms/NoticeToApplicants.pdf

Job Type: Full-time

Pay: $23.85 - $32.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Foothill Ranch, CA 92610