Call Center- Site Leader (Sioux Falls)

Call Center- Site Leader (Sioux Falls)

01 Mar 2024
South Dakota, Sioux falls / SE SD 00000 Sioux falls / SE SD USA

Call Center- Site Leader (Sioux Falls)

Vacancy expired!

Company Overview:

Goal Structured Solutions, Inc. (GS2), named Best Places to Work by the San Diego Business Journal since 2015 and awarded a "2016 Top Workplaces" honor by The San Diego Union-Tribune, is a value driven, employee owned education finance technology company providing a comprehensive array of products and services that include Ascent student loans, trust administration, portfolio management, and capital markets advisory services.

Our clients include schools, investors, banks and hedge funds who seek to more effectively manage their returns, asset performance and compliance. We currently manage over $26 billion of private and federally-guaranteed student loans for our clients and partners. In addition to providing services, GS2 has deployed over $100 million of capital in acquiring over $3 billion of performing and non-performing loan portfolios. GS2, by and through its affiliates, is a licensed debt buyer and debt collector and uses its student loan performance database to analyze value, acquire and manage portfolios.

GS2 will continue to grow the business both organically and through acquisitions. In 2015 we launched the Ascent Student Loan Program which focuses on expanding students and families options for funding education. Our program utilizes digital marketing channels to generate applications. Our program seeks to expand the reach of innovative loan product and create a best in class user experience. The GS2 team has been working together for over a decade. We pride ourselves and our work on our mission, values, culture and service to our community. Our companys operations are headquartered in San Diego, CA.

Job Description:

The Call Center Site Leader for Ascent is responsible for inbound/outbound calling queues and document management for new loan application requests within a paperless environment. The Site Leader will manage call times, call quality as well as the processing of incoming documents. The Leader will help in the development of Loan Processors and Customer Service Representatives . Furthermore, this position requires effective communication of the Ascent policies and procedures via multiple communication channels, while coordinating internal and external parties seeking loan status and updates. The successful candidate will assist in training and development of the team, while being a point of contact for internal and external escalations. In addition, other responsibilities include, allocating daily work, monitoring calls and working closely with the off-site Loan Origination Manager and Quality Lead.

Job Responsibilities:

Manage inbound and outbound call volume and allocate the daily pipeline

First point of contact/escalation for employees

Coordinate cross functionally and with operations team in San Diego

Identify and research any inconsistencies within the departments, and recommend remediation

Interact proficiently with applicants and team members

Monitor trends, quality and volume fluctuations to effectively leverage the resource plan

Answer escalated emails, calls and inquires

Provide coaching and feedback in one on one settings

Collaborate on projects with multiple departments

Monitor and manage attendance, payroll and performance trends

Basic Minimum Requirements:

Minimum of 2 years lead or management experience

Minimum of 2 years experience in a call or processing center

Minimum 2 years in the Student loan industry or financial services

Experience working with VOIP calling systems and work/call queues

Excellent verbal and written communication skills to articulate file status and outstanding action items

Proven experience using MS Suite of products

Ability to review and understand loan documentation is preferred

Job Details

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