Call Center Manager

    • Full-Time
  • Wilmington, DE, USA
  • 65,000-75,000

The Job

We are expanding our internal Verification Team and need a Verification Manager that will help us build a team that will provide best-in-class service while assisting customers to verify application details. This position reports to the Director of Verifications and would be responsible for ensuring that we achieve production forecasts and quality objectives. The manager would also help with planning, training, workflow management, strategic verification testing, and special projects. Keys to success in this role include loan verification experience, excellent communication, strong organization, and time management skills.

Duties & Responsibilities

· Achieve funding goals and loan verification targets

· Manage the daily business workflow for a team of Verification Agents

· Scheduling and some workforce management

· Recruitment and interviewing

· New hire and ongoing verification training

· Quality monitoring and coaching

· Application audits and root cause analysis

· Complaint handling and customer escalations

· Performance reviews and development

· Assist with ad-hoc projects and contests

*Expect a fast-paced, fun production environment that includes continuous delivery, quality management, knowledge sharing, and collective ownership.


· Bachelor’s Degree preferred

· 2+ years of Management &/or Coaching experience

· Experience working in a fast-paced production environment

· Verification, Fraud, or underwriting related experience, preferably in Consumer Finance

· Excellent written, oral, and presentation skills

· Proven track record of innovation, clever problem solving, and high-quality

· Strong organization and prioritization skills

· Must embrace change and thrive in an evolving department


· Comfortable interacting with colleagues from all levels of management within the business, and externally with our supporting call centers

· Demonstrate leadership skills including self-direction, mentoring, leading change through positive behavior

· Passionate about identifying trends and opportunities to simplify, or standardize processes

· Provide and solicit opinions when designing tools that will be used by internal colleagues


· Ability to lead a high-functioning team emphasizing collective ownership

· Be confident and willing to challenge status quo, but also willing to concede and execute other’s ideas when necessary

· Capable of teaching and learning from others to promote continuity of knowledge and personal development

· Ability to work effectively as a team member and as an independent contributor

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