CENTRALIZED CONSUMER LENDING TEAM LEAD

Primary Responsibilities

• Promote and uphold the Fox Purpose, Mission, Vision, and Values
• Assist with hiring, onboarding, and training of new team members
• Support the growth and development of the team by providing daily performance coaching
• Maintain exceptional service in a fast-paced consumer lending call center environment
• Manage personal loan production by actively managing an individual pipeline, originating and closing loans, and meeting production KPIs
• Manage phone and internet inquiries and online application queues
• Lead complex or escalated loans in partnership with Lending Operations and AVP of Consumer Lending
• Drive accountability in member follow-up, pipeline management, and service expectations
• Educate lenders on various protection solutions and enable meaningful conversations with members
• Equip the team to address member questions or concerns
• Ensure compliance of all loans

Qualifications

• A high school education or GED (or two-year college degree preferred)
• Two or more years of consumer lending experience
• Two or more years of leadership experience (formal or demonstrated team lead responsibility preferred)
• Experience with coaching sales/service behaviors in a phone-based or centralized environment preferred
• Working knowledge of origination documentation and operational handoffs
• Complete understanding of financial credit counseling tools
• Excellent verbal and written communication skills
• Organizational and time management skills to balance workload and meet deadlines
• Proficiency in Microsoft Office suite products
• Strong communication, problem solving, and conflict resolution skills
• Ability to manage change, reinforce standards, and improve processes