Back Office Team Manager

Manager of BackofficeBest Egg is a market-leading, tech-enabled financial platform helping people build financial confidence through a variety of installment lending solutions and financial health tools. We aim to help customers make smart financial decisions and stay on track, so they can be money confident no matter what life throws at them.We are looking for collaborative, innovative team players who like to solve problems. There will also be immense opportunities for those willing to dive in. If you're inspired by growth and want to make a real difference, Best Egg is the place for you.We're proud to be an equal opportunity employer committed to building a diverse, inclusive team.The Manager of Backoffice will manage and develop a Best in Class team that is responsible for helping resolve customer issues originating primarily from inbound correspondence. This includes, but is not limited to, misapplied payments, credit bureau updates and disputes, and general servicing requests.The Manager of the Backoffice team will also oversee and manage lien filings and terminations. This position will report to the Specialty and Backoffice Team Lead and will be responsible for ensuring that we achieve and maintain service level standards and quality objectives. The manager will also assist with planning, recruiting/hiring, quality management, strategic testing and special projects.Keys to success in this role will include enhancing the Customer Experience, creating efficiencies within processes, identifying and addressing customer trends, and fostering a strong, transparent relationship with all Colleagues. Flexibility, excellent time management and multi-tasking skills are essential.Duties & ResponsibilitiesManage the daily business workflow with the team and assist in creating efficienciesScheduling and workforce managementRecruitment and interviewingNew hire and ongoing trainingQuality monitoring and coachingAccount audits and root cause analysisComplaint handling and customer escalationsPerformance reviews and developmentDevelopmentBachelor's Degree preferred2+ years of Customer Service, Collections &/or Call-Center experience2+ years of experience in a similar Backoffice rolePeople &/or project management experienceExcellent written, oral and presentation skillsProven track record of innovation, clever problem solving, and high-qualityStrong organization and prioritization skillsMust embrace change and thrive in an evolving departmentLeadershipComfortable interacting with colleagues from all levels of management within the business, and externally with our supporting call centersDemonstrate leadership skills including self-direction, mentoring, leading change through positive behaviorPassionate about identifying trends and opportunities to simplify, automate, and standardize processesProvide and solicit opinions when designing tools that will be used by internal colleaguesCultureAbility to lead a high-functioning team emphasizing collective ownershipBe confident and willing to challenge status quo, but also willing to concede and execute other's ideas when necessaryCapable of teaching and learning from others to promote continuity of knowledge and personal developmentAbility to work effectively as a team member and as an independent contributor$70,000 - $80,000 a year In addition to semi-monthly salary payments, this position is also eligible for an annual incentive bonus based on individual and company performance. Yearly incentive bonus target 20% of base salary.Employee BenefitsBest Egg offers many additional benefits for our employees, including (but not limited to):Pre-tax and post-tax retirement savings plans with a competitive company matching programGenerous paid time-off plans including vacation, personal/sick time, paid short-term and long-term disability leaves, paid parental leave, and paid company holidaysMultiple health care plans to choose from, including dental and vision optionsFlexible Spending Plans for Health Care, Dependent Care, and Health Reimbursement AccountsCompany-paid benefits such as life insurance, wellness platforms, employee assistance programs, and Health Advocate programsOther great discounted benefits include identity theft protection, pet insurance, fitness center reimbursements, and many more!