Job type full-time number of hires for this role 1
Full job description
Do you want to help empower small businesses to grow in the field of commercial finance? our purpose, vision, and mission guide our hiring and attract top talentIn turn, our employees provide leadership and fuel our continued growthIf this sounds like something you want to be a part of – let’s talk! orion first is hiring a vice president of customer service to join our growing team!
The vice president of customer service is responsible for all customer service, obligor and client experiencesThis position is established to lead, manage, and develop all aspects of the customer service staff while ensuring service commitments are met and company policies are adhered to.
Duties and responsibilities:
Responsible for vendor relationship and insurance process with gaic, including reviewing error report, approving monthly charges and waivers
Manages staff to ensure third party vendor(s) customer invoicing is accurate and timely
Oversees all aspects of file management including new file preparation, end of term file disposition, file storage and original documentation held in house
Payoff management to ensure all payoffs are accurately and timely quoted
Management for company incoming and outgoing mail.
Review and approval of account late fee waivers, refunds and/or adjustment based on fee waiver authority level
Management of customer service email inbox and incoming voicemails to include timely and professional responses
Weekly quality assurance monitoring and reporting based on phone calls and emails
Identify and lead process solutions that may or may not involve use or implementation of other software or system of record improvements
Suspense report management, ensuring suspense is cleared in a timely manner
Provides monthly insurance reports to clients required by the sow in a timely and accurate manner
Leads all customer service technology and system innovations that will enhance the overall obligor and client experience
What you need to be succesful in the role:
A bachelor`s degree in a relevant field or equivalent level of experience, at minimum 10 years of working in and managing service oriented or equivalent combination of experience and training which provides the required knowledge, skills, and abilities.
Proven communication skills
Prior leadership and management skills
Enthusiastic, possess positive energy and determination
Driven to deliver clients the best-in-class service levels
Purpose * mission * vision - founded in 2001, orion first is a full-service commercial loan and lease portfolio servicer that provides a suite of services and products to manage the complete life cycle of a loanWe believe the world is a better place when small business succeedsOur hearts are focused on serving the needs of small businesses that support and serve their communities in ways that other large companies can’t.
Job type: full-time
Paid time off
Monday to friday
Work location: remote