Customer Service, Loan Operations Team Leader

Who We are:

At BCI, A division of Ion Bank, we pride ourselves on providing exemplary customer service and building lifetime relationships by partnering with our customers to identify and achieve their financial goals. We are passionate about our Service Standards and live by them every day.

As a result of Ion’s continued growth, the bank consistently provides robust and diverse development programs for its employees with a goal of personal expansion. Not only does Ion prioritize its internal team, but additionally values the communities that the employees serve. The bank consistently encourages volunteerism from its employees to support customers and beyond. Apply now to join the Ion community!

Who we are seeking for this role:

The ideal candidate will demonstrate and encourage high standards of behavior that is consistent with Ion’s service Philosophy of Safety & Security, Accuracy, Responsiveness, Friendly, Personalized Service. Consistently demonstrates a strong commitment to Ion, willing to go “above and beyond” whenever necessary. This individual thrives in an environment that encourage teamwork and promotes inclusion by working with a variety of people.

As the Loan Ops Team Leader, you are responsible for:

The Customer Service, Loan Operations Team Leader, is responsible for working directly with the SVP, Chief Operations Officer to oversee the workflow of the customer service team, making sure that all inbound calls and emails are answered and responded to in a timely and professional manner in addition to making sure that all loan operations functions including loan payments are completed in a timely and accurately manner.

Responsibilities:

• Manages the flow of in-bound calls to the customer service team making sure adequate staff is available to support incoming calls and emails from customers, always putting their needs first.
• Maintain at least a four-star Google Review rating, encourage the team to solicit positive Google Reviews from customers when they have a positive experience.
• Support ongoing training of self and staff. Providing coaching and performance management as outlined in the Ion policy.
• Work with consulting firm to monitor staff calls, making corrections to call flow and suggestions on how to improve call quality where and when needed.
• Prepare and process loan payments and payoffs received from customers and dealers making sure that all legal documents are sent to the customer in a timely manner and to the correct address.
• Manages the return check process making certain that all reversals are completed correctly, the customer due dates are adjusted to reflect the accurate next due date and the collections team is made aware of the reversal.
• Monitor large payments made on loans to ensure payments are applied as customer intended. Adjust as needed.
• Monitor on-line payment system correcting errors or duplicate transactions before they happen when possible.
• Review small balance loans, contacting customers when appropriate or waiving balance if needed.
• Ensures that refunds due to customers are validated and the customer is in fact entitled to a refund once the funds have cleared.
• Support the ACH payment process on an as needed basis, post on-line payments to dealer and customer accounts.
• Review potential loan payment rejects on a daily basis, making the appropriate corrections by end of day to reduce balancing issues.
• Assist management and other team members with various activities including responding to customer, dealer and staff questions, providing account research, correcting mis-applied payments, clearing rejected items, providing refunds to customers when appropriate, as time permits.
• Prepare dealer reserve statements on a monthly basis and distribute them in a timely manner. Research and respond to dealer related questions.
• Ability to create custom reports from report writing software – Business Analytics
• Consistently looking for ways to improve processes to increase productivity while maintaining quality and accuracy.
• Perform other duties as requested by management.
• Strong customer service skills
• Ability to work independently and pay attention to detail
• Excellent follow-up and organizational skills
• Working knowledge of loan documents and requirements
• Must have the ability to learn quickly, have a strong attention to detail, be an above average problem-solver and critical thinker
• Ability to perform under stress when the need to meet critical timelines arises

Education and Qualifications:

• Associate degree or equivalent; or two years related work experience
• Intermediate level knowledge and understanding of Excel and other Microsoft Office products with the ability to create and work with formulas in Excel
• Demonstrates a comprehensive understanding of accounting principles

Benefits:

• Health Insurance (Medical, Dental Vision)
• 401k and Employer Match
• Life Insurance
• Disability
• HSA
• FSA
• Educational Assistance
• Wellness Programs
• Employee Assistance Program
• 15 Paid Time Off Days (Will be tailored to level)
• 12 Paid Holidays
• Job Shadowing
• Volunteer Opportunities

Ion Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, or veteran status.