Job Summary

The Director of Consumer Lending & Shared Services is responsible for leading a multi-layered service-based organization by providing direction to four departments (Lending, Workforce Management, Quality Assurance, and Training) in multiple business locations either directly or through subordinate supervisors in efforts to meet organizational funding & business objectives. In conjunction with the VP of Consumer Lending, this position acts as a representative and ambassador to promote positive relationships and strong partnerships for the benefit of the organization, and performs other assignments as required.

Essential Duties and Responsibilities include the following:

Demonstrate effective leadership skills in multi-level organization by driving accountability through effective communication.

Coordinate the day to day activities of four call center locations managing KPIs (Key Performance Indicators); lead the effort to achieve funding target; create and deliver innovative initiatives to enhance internal efficiency and effectiveness to ensure optimal proficiencies.

Manage the lending consumer experience as measured by consumer surveys to find opportunities to improve the bottom line.

Develop and initiate policy and procedures to best execute business plans and objectives.

Maintain up to date knowledge of issues affecting the industry and develop strategies to address potential problems.

Lead Quality Assurance and Training strategies, initiatives, measurement, and performance by driving accountability.

Recruit, retain, and motivate the operational leadership teams at all locations.

Systematically cultivate and maintain long-term, collaborative relationship with key stakeholders and selected organizations to achieve mutual goals by participating in, and nurturing, broad networks of alliances to exchange knowledge and information about learning and change in support of organizational initiatives.

Education and/or Experience

Bachelor’s degree (B. A.) from four-year College or university; or five years related experience and/or training; or equivalent combination of education and experience.

Key responsibilities include optimizing consumer facing website(s), landing/CTA pages, emails, scripting and various other touch points to ensure a consistent voice that leads to bottom line impact. Position reports to Director of Customer Experience.

This position will have a complete understanding of all touch points from loan applicants entering the enterprise through servicing, repayment, loan renewal and or recovery resolution.

Key Functions

• Finding and executing CX improvements that lead to large savings and/or revenue gains
• Championing the customer wherever conflict presents itself
• Oversee primary customer communication channels
• Conversion funnel optimization, website analytics and multivariate split testing
• Manage co-browsing and heat mapping technology to improve user experience of website(s) and mobile app., with specific emphasis on loan offer and CTA pages
• Customer survey strategy and administration, knowledge of Satmetrix platform a plus
• Help company improve NPS, and link to, and drive revenue growth
• Act as the liaison between product managers and the customer ensuring customer goals are prioritized during product development
• Website inventory management, changelog management and User Interface (UI) optimization
• Consumer outreach and focus group coordination
• Developing and presentation of reports to management and executive leadership

Requirements

The ideal candidate will have an Associate or Bachelor’s degree and 2-4 years of relevant work experience, preferably in consumer finance. Also should have some functional knowledge of website usability and design principles, website analytics platforms and multivariate testing software. Also preferred to have a working knowledge of Email Service Providers (ESP) like Adobe Campaign, Click Dimensions and Microsoft Dynamics 365. Above all, this candidate should be able to quickly identify and develop strategies for removing consumer friction and pain points that lead to a more seamless and profitable CX.

• Associates or Bachelor’s degree in Marketing, Business Admin, or similar
• 2-4 years relevant experience
• Must be familiar with executing live chat, preferably the Zendesk platform
• Track record of utilizing testing platforms to improve user experience
• Ability to document, in detail, guest interaction points to translate into IT requirements
• Able to work collaboratively across functional groups, always championing the consumer
• Experience with responsive, adaptive and/or mobile web design
• Experience with mobile application UAT
• Excellent time management skills and strong sense of urgency, with STRONG ability to multitask, work autonomously and reprioritize quickly when directed
• Microsoft Outlook, Word, Excel, PowerPoint
• Tech-savvy: You love to harness the power of technology
• You’re resourceful, a collaborator, decisive and hold yourself accountable in all that you do.
• Fire in the belly – you’re excited to change the online lending industry for the better and you come to work every day ready to go.
• Calm and collected: When things get crazy, you’re cool and under control.
• Intelligent: You are articulate, smart and can communicate clearly.
• Occasional travel to our contact center locations in the Midwest

Responsible for developing the Automation Framework (with collaboration), establishing Re-Usable Components, Test suites, and executing end to end test automation.  Must write and comprehend Test Automation Plans, procedures, and best practices, work closely with Development counterparts and be actively involved in design and code reviews as well as help facilitate unit test framework and testing.  Must effectively collaborate and communicate with all projects’ stake holders. Must document test tools for enhanced productivity, working with junior team members to improve their automation expertise as well as performing other test planning and manual testing where necessary.  A solid understanding of Software Quality Assurance and Testing principles is a must.

This opening requires a minimum of 7 years of Software Quality Assurance engineering and Automation experience, preferably with C# and Selenium Webdriver. You must be able to work with different engineering units and communicate effectively while understanding requirements and deadlines.  Candidate should have good programming, debugging experience, and excellent problem solving skills. Excellent communication, collaboration and interpersonal skills are required. Proven track record on the ability to quickly gain detailed understanding of complex applications and their designs.

Required Skills

• 7+ years of experience in Software Quality Assurance Engineering
• 7+ years of experience in Test Automation (Data Driven) Programming (min. 3 years of that in C#)
• Strong skills in writing complex DB queries using MS-SQL Server
• Strong development skills in C# or Java
• Proven track record of test automation using Selenium Webdriver (C# binding)
• Deep understanding of testing principles, concepts, patterns and best practices
• Writing, creating, and running both manual and automated test plans and cases
• Capable of peer reviewing other team members’ test code
• Successful track record of working around the limitations of automation tools (Selenium)
• Experience with automated mobile application testing
• Able to build, maintain, and continually improve Test Automation Framework
• Excellent communication, collaboration and interpersonal skills

Desired Skills

• Proficiency leveraging VSTS/TFS/MTM
• Proficiency with NUnit, or another common unit testing framework
• Knowledge and/or experience with Selendroid and Appium for mobile device automation
• Knowledge and/or experience with Xamarin
• Experience integrating functional automation into continuous integration environment
• Knowledge of API automation test concepts and principles (REST and SOAP APIs)
• JSON, XML, and Web Services
• Desktop application automation experience
• Experience leveraging mobile application, cross-device and cross-browser automation stacks
• BS/BA in CS, IT, or related field

Operates telephone system to answer incoming calls and directs callers to appropriate personnel; screens visitors, vendors and visiting employees. Maintains HR files.

Essential Duties and Responsibilities include the following:

• Answers incoming telephone calls, determines purpose of callers, and forwards calls to appropriate personnel or department.
• Welcomes on-site visitors, determines nature of business, and announces visitors to appropriate personnel.
• Monitors visitor and vendor access and issues appropriate badges as well as maintains necessary logs.
• Update meeting room calendars. Assist employees with meeting scheduling when required.
• Receives, sorts, and routes mail, FedEx, UPS, and other deliveries, and maintains and routes publications.
• Orders, receives, and maintains office and cleaning supplies. Also responsible for tracking inventory and assigning appropriate charge back to each department.
• Creates memos, correspondence, reports, and other documents when necessary; performs other clerical duties as needed
• Manage employee files in a timely manner consistent with departmental practice.
• Enter and maintain accurate information within HRIS.
• Creates badges; assigns access; makes required adjustments through the electronic security system.
• Schedules candidate interviews and assessments.
• Maintains confidentiality at all times.
• Assist with the onboarding of new hires. Maintain coffee and condiments in Break Room.
• Other duties may be assigned.

Education and/or Experience

High school diploma or general education degree (GED); or one to three months related experience and/or training in a customer service or related position; or equivalent combination of education and experience. Previous HR experience preferred. Must be proficient with Microsoft Word, Excel, and Outlook.

Exceptional attendance and dependability required.