Customer Solutions Payment Manager

 

What you get to do: 

In this role, you will help guide business insights, key metrics, and help determine the overall performance goals for Servicing Operations at OppFi. In this role you'll be partnering across the entire organization with internal stakeholders including Product, Customer Advocate, Operational Risk, Compliance, Tech, Finance in addition to other business operations teams. You must promote good relationships across teams, have exceptional communication skills and the ability to lead and influence in a fast-paced, and highly collaborative environment.

 

Key Responsibilities:

• Support and coach the department to follow all expectations to ensure adherence to quality standards, deadlines and proper procedures while mentoring and empowering the team for results and accountability.
• Drive successful communication, teamwork, collaboration, and commitment across multiple groups within the company.
• Support capacity planning for the Transaction Processing Team to ensure that the proper resources are available to support and accomplish key departmental goals.
• Work with leadership to align the Customer Solutions departmental goals with overall company performance goals and pillars.

• Maintain Customer Department Policies and Procedures, continually working to refine and make proactive enhancements that build efficiencies and improve processes.
• Proactively identify, recommend, and implement process improvement opportunities to ensure superior customer service and issue resolution.
• Manage escalated servicing issues, develop corrective action plans, and document and report ongoing product/process challenges.

• Participate in the review and the selection of potential new vendors and the prioritization of new technologies to support Customer Service, operational efficiency, and account accuracy.
• Manage external vendors that support Servicing Operations needs.
• Proactively make suggestions and design and implement infrastructure to uphold and promote best in class Customer Service.
• Develop and track defined department KPIs and service level metrics.
• Oversee day to day functions of assigned departments ensuring quality outputs that meet or exceed targeted key performance metrics.
• Contribute to company performance goals by planning and driving initiatives in alignment with those objectives.

 

What you will bring to the team:

• Experience managing a team of individual contributors at varying levels
• Experience working in the financial services industry with knowledge of Treasury and Accounting
• Experience working in operations with ACH, Check, Refunds and Returns Processing, Loan Rescissions, Chargebacks, Settlements, 
• Exceptional problem/issue resolution skills
• Excellent verbal and written communication skills
• Excellent attention to details
• Strong analytical, prioritization, organizational, multi-tasking and time management skills.
• Team player with the ability to work productively within a group and maintain a high degree of independence 

 

Desirable Skills: 

• Excellent written and verbal communication
• Goal Setting and Planning
• Advanced Excel/Google knowledge (Macro/VBA creation)
• Proficient in SQL (Snowflake knowledge is a plus)

 

Reports to: Senior Manager, Customer Solutions

Job Level: Manager

The minimum salary for this role is $85,600. The total compensation package includes eligibility for performance-based bonuses as well as a 1-time equity grant based on level.

The actual offer, reflecting the total compensation package and benefits, will be at the company’s sole discretion, and determined by a myriad of factors including, but not limited to, years of experience, depth of experience, and other relevant business considerations.

 

Total Rewards and Benefits

OppFi offers a flexible remote environment, 401(k) matching program, and flexible paid vacation. Other benefits include medical benefits, dental and vision coverage, and tuition reimbursement. To support your wellness & growth, we provide monthly meditation and yoga classes and access to all LinkedIn Learning courses. We also offer Fringe, which is a lifestyle benefits platform that lets you decide how you want to spend your rewards from dozens of vendors like Uber, Doordash, and Urban Sitter. Dress code is casual. 

•

Last updated on Aug 21, 2024