Manager, Loan Servicing

Achieve is a leading digital personal finance company. We help everyday people move from struggling to thriving by providing innovative, personalized financial solutions. By leveraging proprietary data and analytics, our solutions are tailored for each step of our member's financial journey to include personal loans, home equity loans, debt consolidation, financial tools and education. Every day, we get to help our members move their finances forward with care, compassion, and empathetic touch. We put people first and treat them like humans, not account numbers.

As a Manager, Loan Servicing, you’ll impact the lives of everyday people and help them go from surviving to thriving with innovative digital personal finance solutions. You will oversee the Loan Servicing Team (10+ member) to ensure the performance and productivity standards are achieved. This leadership role will be critical in the growth of team members and departments' success. You will be involved in the recruiting, training, coaching and payroll processes when necessary. You will participate in the ongoing development and implementation of processes and procedures.  

 

What you’ll do:  

• Analyze and investigate department performance and make adjustments accordingly to meet short and long-term company initiatives

• Identify coaching and development plans for assigned employees within the contact center

• Partner with Workforce Management to assist with scheduling, forecasting and capacity planning needs

• Collaborate with other peers and senior management across multiple teams to implement initiatives and develop creative solutions to drive customer retention

• Assist with recruiting and staffing of new team members

• Oversee employee reviews and coaching as well as oversee payroll accuracy

• Develop recurring training initiatives and provide direction to the curriculum design and execution of training material

• Facilitate department meetings and provide regular business updates with recommended initiatives for change to senior and executive leaders

• Perform other related duties as required and assigned

• 3+ years in a call center leadership position with priority given to those with Loan Servicing experience

• Previous experience overseeing service levels

• Experience in managing phone and email customer interactions 

• Strong proficiency of Microsoft Office

• Excellent communication and presentation skills

• Schedule flexibility to meet business needs

• Strong understanding of Workforce Management and capacity planning preferred

• Bachelor’s degree preferred (or equivalent work experience)

Achieve well-being with:

• Hybrid work opportunities

• 401 (k) with employer match

• Medical, dental, and vision with HSA and FSA options

• Competitive vacation and sick time off, as well as dedicated volunteer days

• Access to wellness support through Employee Assistance Program, Talkspace, and fitness discounts

• Up to $5,250 paid back to you on eligible education expenses

• Pet care discounts for your furry family members

• Financial support in times of hardship with our Achieve Care Fund

• A safe place to connect and a commitment to diversity and inclusion through our six employee resource groups

Join Achieve, change the future.

At Achieve, we’re changing millions of lives.

From the single parent trying to catch up on bills to the entrepreneur needing a loan for the next phase of growth, you’ll get to be a part of their journey to a better financial future. We’re proud to have over 3,000 employees in mostly hybrid and 100% remote roles across the United States with hubs in Arizona, California, and Texas. We are strategically growing our teams with more remote, work-from-home opportunities every day to better serve our members. A career at Achieve is more than a job—it’s a place where you can make a true impact, have a sense of belonging, establish a fulfilling career, and put your well-being first.

Attention Agencies & Search Firms: We do not accept unsolicited candidate resumes or profiles. Please do not reach out to anyone within Achieve to market your services or candidates. All inquiries should be directed to Talent Acquisition only. We reserve the right to hire any candidates sent unsolicited and will not pay any fees without a contract signed by Achieve’s Talent Acquisition leader.