Team Lead, Loan Operations

Job Description

Who is Credible?

We believe life’s changes create financial needs for people and that the traditional financial system often puts up unnecessary obstacles. People celebrate major milestones like going to college, getting married, and buying a home. And most of the time, these milestones come with financial implications.

At Credible, we have built a company with the mission of bringing transparency, choice, simple processes, and savings to accessing credit for life’s important moments. What you see is what you get. We are committed to being upfront, honest, and clear about your options. There are no mysteries, no hidden fees, and no secret clauses.

Credible is a fast-growing Fintech company that has world class management, has raised multiple rounds of funding, is generating significant revenue, and is disrupting the lending market and helping people save money and get out of debt faster.

About the Role:

Credible is looking for an organized, process-oriented, and customer-focused Team Lead for the Loan Operations team that will lead the processing and quality assurance of student loan applications made through the Credible platform. The Team Lead will be responsible for defining the key metrics to track performance on an individual and team level, improving existing operational processes and controls, and working to constantly improve operational efficiency.

This role is ideal for someone who has some experience as a people manager, and who has a track record of process improvements in an operations role. The successful candidate will be tasked with improving team cohesion and productivity, working cross-functionally to improve the internal tools used by the Loan Operations team, and facilitating the professional development of their direct reports.

Responsibilities:

• Manage a team of Operations Specialists who provide quality assurance and troubleshooting for our unsecured lending pipeline
• Define key qualitative and quantitative metrics to track individual and team performance
• Provide suggestions for improvements to our internal tools and help coordinate QA testing of new features and workflow improvements
• Have a high level understanding of the software development life cycle and how different software components impact the Loan Operations workflow
• Help with prioritization of operational improvements against the broader student loans roadmap
• Facilitate cross functional collaborations between the Loan Operations team and other stakeholders
• Collaborate with our Client Success team leads to promote a best-in-class user experience
• Facilitate the professional development of direct reports

What you will bring to the position:

• Demonstrated oral and written communication skills
• Demonstrated leadership skills - you enjoy empowering others and getting the best out of your team
• Ability to work on multiple tasks simultaneously and switch gears quickly
• A focus on documentation, process improvement, and operational controls
• Strong organizational skills; understanding of how separate software components form a coherent system

Education and Experience:

• 1+ years of people management experience
• BA/BS degree in Operations Management, Finance, Economics, or related field
• Experience using JIRA, proficient in Excel, some Python, SQL or other DB interface tools

Nice to have:

• Experience in an operations management or lead role in the financial services industry
• Experience leading projects, working cross functionally to achieve specific goals
• Familiarity with lending and/or online marketplaces
• Experience with Salesforce or similar CRM tools

Why work at Credible?
We are a fast moving group of people who really care about impacting the lives of our customers. We empower our employees to make decisions, take risks, drive our business, and make changes when we don’t get it right. These are our values:

• Exceed Customer Expectations: We provide an exceptional experience to each and every customer that compels them to share it with others.
• Take Ownership: We are trusted to make decisions that are in the best interests of our customers and our business. We think and act like owners. We care – and that makes all the difference.
• Be Curious: We are curious, ask questions, seek to understand, and try new things.
• Do the Right Thing: We earn trust by being transparent, respectful, and honest with each person with whom we interact.
• Get Results: Results fuel our excitement and we know how our personal accomplishments tie to the success of the company.
• Be Bold: We are courageous and take risks that scare us. Our enthusiasm for experimenting is how we will find the next breakthrough.

Our benefits:
We offer competitive compensation, generous benefits, free food, and a flexible vacation policy. But mainly, you want to work at Credible because you believe in our mission and want to have a major role in delivering on it! We look forward to getting to know you. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.