Operations Associate - Loan Servicing
Join our internal Operations team as we look for Loan Servicing Associates to support customer support activities focusing on customer inquiries, account maintenance, payment processing support, and financial hardship resolution. This will involve making outbound calls, handling inbound calls, and reviewing loan information. This is an ideal role for an experienced, detail-oriented, customer-focused person whether looking for an entry-level role or someone with many years of customer-specific experience. You can expect a fast-paced, fun production environment that includes continuous learning, high quality, and knowledge sharing.
Loan Servicing Associate roles are full-time, non-exempt positions where you work an hourly schedule and receive industry leading benefits, paid time off and monthly incentives based on performance. The schedules available are: 8am-5pm for Monday through Friday or 9am-6pm for Monday through Friday. Both schedules also require two Saturday shifts per month (9am-1pm).
Our headquarters in Wilmington offers state-of-the-art technology, comfortable work areas, an on-site gym, free snacks & drinks, and a bit of break time fun with our ping pong and arcade areas coupled with the ability to work remotely at home.
The first three weeks of employment will include onsite training and orientation at our Wilmington, DE office. Beginning in May 2027, employees in this position will be expected to work onsite a minimum of one day per week to support collaboration, connection, and team building.
Our Operations Associate team is crucial to our customer-centric business operations. We stand by principles of quality, customer satisfaction and delivering best in class customer service.
Duties and Responsibilities
- Ensure we deliver a positive customer experience while performing loan servicing tasks including account updates, payment processing and financial hardship assistance
- Handle inbound and outbound phone calls to assist customers with inquiries
- Make recommendations on policies and procedures related to loan servicing
- Provide feedback on call reason trends that can be used to enhance training; escalate complex issues and exceptions appropriately
- Assist with special projects assigned by management
Requirements
- High school diploma or equivalent; associate or bachelor's degree preferred
- 1 to 2+ years in financial services or equivalent experience preferred
- Customer-focused mindset with clear communication and demonstrated negotiation skills
- Proficient with navigating basic computer applications and loan management systems
- Ensure servicing activities are executed accurately in accordance with policies and procedures; follow regulatory, compliance and fair customer treatment standards
- Positive and self-motivated with the ability to work effectively in a team environment
- Strong organizational skills with the ability to multitask
- Excellent verbal skills (active listening, positive tone, empathy, professionalism) along with strong written communication skills
- Attention to detail & high emphasis on quality to enable working in a compliance-driven environment
Minimum Qualifications
Preferred Qualifications
Skill Set
- High-functioning team emphasizing collaboration and strong performance
- Build strong foundational skills for growth in lending operations
- 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
Closing Comment
Please note this job description is not designed to cover every activity, duty, or responsibility required for the job. Duties, responsibilities, and activities may change at any time with or without notice.