Student Loan Manager
Company: Tax Defense Network
Posted on: February 16, 2019
Apply Description SUMMARY OF POSITION: The Student Loan Advisor Manager will act as an innovative Servicing Department leader, capable of providing vision and leadership in student loan servicing. Position is responsible for the operational functions of the Student Loan Advisors, procedure development, stable leadership, inspirational communications and dynamic decision making. ESSENTIAL DUTIES AND RESPONSIBILITIES: --- Provide on-the-ground support and escalation point for the team they work with clients --- Provides management to Student Loan Advisors, offering technical guidance and decision making on client case handling, service execution, and service issue resolution --- Display leadership by example, through regular team meetings, employee interactions, and problem-solving opportunities, providing substantive leadership and inspirational messaging consistent with company goals and values --- Participate in departmental strategic planning, working with other managers and servicing team employees execute strategy --- Assess the strengths and weaknesses of advisors and administrators, provide direction to direct reports including performance management, progressive discipline, career development, ongoing training and holding team accountability for metrics and goals --- Ensures adequate phone coverage, including making decisions regarding scheduling changes --- Acts as an escalation point for resolving the most difficult customer issues --- Evaluates the quality of Student Loan Advisor calls from customers; provides feedback to reps on strengths and areas for improvement --- Responsible for the development and implementation of monitoring processes of all facets of customer service. This critical duty involves tracking, monitoring, and adjusting as necessary all the vital and significant functions of customer service EDUCATION AND EXPERIENCE: --- 5+ years of specific management experience --- Proficiency with the MS Office Applications --- Must have at least 3 years of related experience managing a team within a call center type of environment and managing accountability for metrics, goals, performance management, trainings, etc. --- Proven experience in successful management of teams, processes and training SKILLS, KNOWLEDGE, AND ABILITIES: --- A deep desire to be innovative by being able to spot trends and develop creative solutions that improve overall operations and drives both quality and revenue --- An ability to remain level headed and calm with both customers and employees as you assist them --- Problem solving skills, strong analytical and organizational skills. --- Strong attention to detail, reliable and motivated. --- Strong research and information background. --- Excellent communication, team-building and presentation skills are a must, as well as strong customer service skills PHYSICAL DEMANDS: --- While performing the responsibilities of the job, the employee is required to talk and hear. Vision abilities required by the job are close vision. The employee is often required to sit and use their hands and fingers to handle, feel, and operate office equipment such as a computer, copier, and office supplies. --- In addition, the employee is occasionally required to stand, walk, reach with their arms and hands. --- Reasonable accommodations can be made to enable employees with disabilities to perform the described essential functions. WORK ENVIRONMENT: --- The work environment is representative of an office setting. --- The noise level in the work environment is usually quiet to moderate. --- Reasonable accommodations can be made to enable employees with disabilities to perform the described essential functions of the job. Note: This document describes the minimum, essential duties, responsibilities, skills, abilities, effort, and working conditions of the position. It in no way implies that these are the only functions to be performed by the incumbent. Workers are required to follow any other job-related instructions and to perform any job-related functions requested by a supervisor or manager. Successful performance requires that the incumbent possess and utilize the abilities and skills described. All functions are subject to reasonable modification to accommodate individuals with disabilities. Some functions may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or others. MoneySolver is an Equal Opportunity Employer Requirements
Keywords: Tax Defense Network, Jacksonville , Student Loan Manager, Executive , Jacksonville, Florida
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