Director of Operations in Bryan, TX

posted:
Location
Bryan, Texas
Industry
Customer Service & Call Center
Job Type
Full-Time
Salary
US$ 70,000 - US$ 100,000 per year, $70k - 100k per year + none
Ref. Number
S_13794
Contact
Scoggins,Elena, Spherion
Phone
979-846-7833
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Job Description

Spherion Staffing is in search of a talented Director of Operations for the Bryan/College Station area. The DOO will manage the core day-to-day functions of the business with emphasis upon managing workflow and ensuring quality service levels. The responsibility-of this person is to ensure proper oversight, care and attention to call center and transaction processing areas of the company.

Responsibilities:

  • Develop, maintain and constantly improve upon processes and procedures around key areas of the loan servicing business including transaction processing, call center activities and collections/due diligence.
  • Ensure that cutting edge, diversified communication tools are available for both inbound and outbound borrower service.
  • Develop and maintain service level standards and key performance indicators (KPI) that are consistent with client and business partnership commitments.
  • Develop, maintain and constantly improve upon key resources that reduce delinquencies and improve upon skip tracing efforts.
  • Maintain and improve electronic communication strategies that promote effective, efficient and accurate communication to borrowers.
  • Perform quality assurance assessments of borrower calls, emails and other communication.
  • Develop and constantly update borrower complaint portal, ensuring that issues are resolved in a timely manner.
  • Managing workflow by way of cross-training and implementation of overflow allocation.


Working hours: M-F, 8-5

Requirements:

  • Solid understanding of consumer and education finance business and marketplace.
  • Strong working knowledge of banking and/or loan servicing systems.
  • Excellent written and verbal communication skills.
  • Solid understanding of telephony systems, web based chat based protocols and other customer service tools used to satisfy customers.


Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

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