Centralized Servicing Manager

At Lendmark Financial Services, we believe the success of our company is specifically attributable to the quality of our employees and their commitment to our customers. We value each customer and understand that people want to do business with people who care. That's one way we differ from our competitors. We are proud of what we as a team have accomplished. We will always strive for improvement, our motto since day one has been "Success is the only option." Lendmark Financial Services offers a comprehensive benefits package for employees and dependents that includes medical, dental, vision benefits, paid time off, paid holidays, 401(k), life insurance, long-term disability, tuition assistance and an employee assistance program. We also offer optional benefits such as critical care, auto, home and pet insurance as well as other ancillary insurance options.SUMMARY: The role of the Centralized Servicing Manager will be responsible for managing a team of Customer Service Representatives who are responsible for handling the servicing needs throughout the Lendmark footprint.  Responsibilities include reviewing and implementing processes and strategies to ensure the department functions at a highly efficient pace.  Expertise may also be leveraged to engage in customer service functions in other centralized operating centers. MAJOR DUTIES/RESPONSIBILITIES: Lead and manage a team of Customer Servicing Representatives and Supervisors providing guidance training, and support; Direct the daily operations of the customer service Servicing teamPlan, prioritize and delegate work tasks to ensure proper functioning of the departmentMonitor and analyze servicing metrics, identify areas for improvement, and implement strategies to enhance performance within the Servicing TeamHandle complex and escalated customer service and servicing issuesEnsure help desk tickets are handled correctly and in a timely mannerConduct monthly scorecard evaluations and provide feedback and recognition to team membersAnalyze relevant data to ensure department is operating at an efficient paceEnsure the necessary resources and tools are available for quality customer service deliveryCoordinate and manage customer service special projects and initiativesManage matters regarding hiring, staffing, training, scheduling, performance reviews and terminations as applicableParticipate in problem-solving and support decisions, offering support and potential resolutions to senior managementProperly escalate unresolved issues to senior Servicing Leadership for further investigation and resolutionInitiative to identify and implement necessary changes to existing processes, and opportunities to implement new processesAbility to lead and engage across multiple operating sitesOther duties as assigned BASIC QUALIFICATIONS: Bachelor's degree, equivalent education or related experience required5+ years of customer service and consumer finance experience5+ years of Call Center experience5+ years of leadership experienceAbility to work both independently and in team environmentStrong ability to multi-task with ability to prioritizeExcellent verbal and written communication skillsDetail-orientedProficient computer skillsProficient in Microsoft Office productsStrong analytical skillsHighly adaptable to change within the business PREFERRED QUALIFICATIONS: Demonstrated ability, or potential ability, to lead operations of scale and complexityStrong Excellent interpersonal and influencing skills - ability to create strong relationships across multiple organizational layers  WORKING CONDITIONS:Call Center - Office Hybrid COMPENSATION:The salary range for this position is $74,000 - $93,000 annual salary, based on the specific Knowledge, Skills, Abilities and/or Experience of the selected candidate. If you are interested in a fast paced, high growth, team oriented and great culture environment, you'll enjoy a career with us!

Created: 2025-06-08