Customer Service Manager

6 days ago

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iBusiness Funding

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Finance • Fintech • B2B

iBusiness Funding is a company that provides tailored funding solutions for small and medium-sized businesses across America. Utilizing their advanced LenderAI platform, they streamline the lending process for both lenders and borrowers, offering a faster and smarter approach to business lending. iBusiness Funding specializes in SBA 7(a) loans, USDA loans, and flexible term loans, offering one application that provides multiple funding options to meet the unique needs of entrepreneurs and financial institutions. Their services cater to small business owners, large corporations, and alternative lenders, featuring innovative technology and sophisticated analytics for data-driven lending decisions.

201 - 500 employees

Founded 2013

💸 Finance

💳 Fintech

🤝 B2B

📋 Description

• Lead and develop the Customer Service team to ensure consistent, high-quality borrower experience through effective communication, and problem-solving • Oversee borrower communications by drafting, reviewing, and optimizing borrower-facing messages to ensure accuracy, clarity, and tone consistency across all channels • Handle borrower escalations, providing timely and professional resolutions while coaching the team on best practices for de-escalation and service recovery • Monitor and analyze team performance metrics, identifying trends and areas for improvement to enhance customer satisfaction and operational efficiency. • Train, coach, and mentor team members, ensuring they understand products, policies, and communication standards • Maintain and update the training library to ensure all resources, scripts, and borrower communication templates reflect the latest processes and policies • Collaborate with cross-functional teams (Operations, Legal, Compliance, and Marketing) to improve borrower experience and ensure smooth handoffs between departments. Identify process gaps and implement improvements to streamline workflows, reduce borrower pain points, and enhance team productivity • Develop communication strategies for proactive borrower engagement, retention, and education on programs, deadlines, and updates • Serve as the voice of the customer, providing feedback and insights to leadership to inform process improvements and strategic initiatives • Assist in policy development and procedural documentation, ensuring consistency and compliance across all borrower-facing interactions

🎯 Requirements

• 3-5 years of experience managing a support team • Must be able to quickly pivot with new changes • Build morale among teams due to virtual environment • Flexible, dependable, self-starter, and capable of quickly learning new products and technologies • Excellent leadership skills to develop and motivate others; must demonstrate experience leading and developing team members • Excellent planning and organizational skills • Ability to take a data driven approach to process creation and iteration of existing processes. • Moderate to advanced level Excel knowledge required • Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary guidance • Bilingual preferred

🏖️ Benefits

• medical, dental, and vision coverage • 401(k) with company match • paid time off