Manager, Operations
Portland, OR Operations
Job Type
Full-time
Description

  

ABOUT VERVENT:

As one of the pre-eminent Lending as a Service (LaaS) companies, Vervent sets the global standard for outperformance by delivering superior expertise, future-built technology, and meaningful services. We support our industry-leading partners with primary strategic services including Loan & Lease Servicing, Call Center Services, Backup Servicing/Capital Markets Support, Credit Card Servicing, and Card Marketing & Customer Acquisition. Vervent empowers companies to accelerate business, drive compliance, and maximize service.


General Position Summary:

The Manager of Operations is responsible for client and customer experience from onboarding through the servicing lifecycle and de-boarding. This Operations function includes and is responsible for developing and delivering solutions for all operations management including, but not limited to postal mail and its correspondence, titles, and will aid in establishing the company brand alongside the VP of Primary Service to ensure client needs are identified and proactively managed.


Here are the top 3 things we're looking for in a candidate for this position, in this order. If you have this experience and are looking for an awesome, fast-growing team, we want to meet you!

1. Leadership

2. General accounting knowledge

3. Staff development 

 

Perks :

Medical - Blue Shield

FSA & HSA options available

Dental - Metlife

Vision - Metlife - 100% paid by Vervent

401k - 100% vested once you start contributing. Generous company match!

EAP (Employee Assistance Program) - 100% paid by Vervent

Basic Life & AD&D - 100% paid by Vervent

Voluntary Life - Employee, spouse & dependents

Long-Term Disability - 100% paid by Vervent

Short-Term Disability

Critical Illness Insurance

Accident Insurance

Hospital Indemnity Insurance

Legal Services

Pet Insurance


Primary Responsibilities:

  • Assist in revenue growth and target profitability in the areas of customer experience, while managing needs for client services and investor reporting groups.
  • Responsible for managing multiple departments within Consumer Servicing Business Line including Account Management, Collateral Management, Customer Advocacy Team, and Client Support Team.
  • Manage Portfolio Management group to ensure reports and data analysis meet client needs and provide insight into the management of client’s portfolio.
  • Develops Client Services Team and manages performance and outcomes as related to client success and individual and team contributions.
  • Direct back office operations to ensure timely and accurate posting of payments, title processing, verifications and collateral management activities.
  • Track investor contribution documents and coordinate client on-boarding processes.
  • Develop documents and vendor agreements through sales strategy and account management plans.
  • Research and resolve escalated complaints received from business partners associated with title issues or document processing and retrieval.
  • Lead new lines of business and overall retention of client accounts.
  • Develop executive level relationships within client organizations.
  • Manage account insights and be the SME to demonstrate business trends.
  • Orchestrate internal and external stakeholders throughout the entire client lifecycle.
  • Manage ad-hoc client requests, portfolio-level requirements and analytics.
Requirements
  • Bachelor’s degree in business or related field.
  • 5-7 years’ experience in people management experience with demonstrated ability to lead small to mid-size teams and drive results through others.
  • Strong analytical and critical thinking skills with the ability to leverage workforce management.
  • Systems and other tools to determine staffing levels and measure effectiveness of the teams.
  • Ability to build rapport and communicate effectively across multiple levels within the organization as well as externally.
  • Demonstrated ability to develop performance management reporting both internally within teams and externally for third party vendor management purposes.
  • Strong process management skills.
  • Strong interpersonal and communication skills; excellent written and verbal skills.
  • Experience with Microsoft Office Suite, specifically Excel, PowerPoint, Word, and Project.
  • Experience with vehicle and powersport repossession operations preferred, but not required.
  • Strong working knowledge of computer software including Microsoft Office and Loan Servicing Software required (Nortridge preferred).
  • Ability to travel to our Baja Office Facility in Mexico.

Physical Requirements:

The work is of an intellectual nature. While performing the functions of this job, the employee is required to stand and sit for prolonged periods. Specific vision abilities required include close and medium distance vision and the ability to adjust focus. Must be able to hear normal sounds, distinguish sound as voice and communicate through human speech. This position requires the ability to operate a keyboard, computer mouse, telephone, fax, copier, writing tools, scissors, and other standard office equipment. On an occasion, an employee will be asked to lift items weighing up to 35 lbs.

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Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.