Customer Service Department Manager, Enova
More information about location
3 days a week in office
AI-driven financial credit provider
Be an early applicant
AI-driven financial credit provider
1001+ employees
Be an early applicant
More information about location
3 days a week in office
1001+ employees
Company mission
Enova's mission is to help hardworking businesses and individuals get access to fast, trustworthy credit through its AI-driven credit solutions.
Role
Who you are
- 7 or more years management experience in a call center environment
- Experience within the financial or lending industry
- Ability to coach, train, and motivate employees and evaluate their performance
- Excellent written and verbal communication and interpersonal skills with all levels of staff and management
- Proven track record of leveraging data-driven insights to enhance success and overall operational effectiveness
What the job involves
- This role will report to the Operations Manager
- In the role of Customer Service Department Manager, you will play a crucial part in our Operations Team. Your responsibilities will include supervising the daily activities of call center representatives and managers across various shifts within your department
- Your focus will be on delivering exceptional customer service and driving departmental productivity to surpass objectives
- Lead section managers to surpass individual, team, departmental, and P&L objectives, overseeing the performance management process, including biannual performance evaluations, co-worker improvement plans, and disciplinary actions
- Ensure compliance with lending regulations within relevant departments, adhering to industry consumer lending guidelines
- Evaluate management reports to enhance efficiencies and continuously improve productivity
- Develop and communicate subordinate job roles, providing structured career development plans
- Exercise sound judgment in daily responsibilities such as hiring, corrective actions, development plans, performance management, talent assessment, and terminations
Our take
Providing customers with quick access to credit is important for fintech companies to survive in today's financial landscape of open banking, but this is made difficult by high credit rejection rates from banks. However, these decisions are generally made by human assessments of data which are limited due to the complexity of the modern financial landscape. AI-driven solutions, able to analyse vast amounts of data almost instantly to derive accurate credit risk assessments, present room for improvement in the lending industry.
Enova provides a platform called Colossus that leverages AI and machine learning-enabled analytics to provide businesses and individuals with fast, reliable, and trustworthy credit. The company achieves this by partnering with banks and sharing its data analysis solutions, helping to identify opportunities for credit when they would otherwise be missed. There is definitely a market for its product: over 8 million customers have funded almost $50 billion through the platform to date.
Enova has grown strongly in recent years based on the rapid uptake of its product. As the macroeconomic climate remains volatile, businesses will increasingly come to rely on Enova's AI-based solutions to help them manage credit risk and navigate an increasingly complex lending environment.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Hybrid roles entail working in-office from Tuesday to Thursday, with the choice to work remotely on Mondays and Fridays
- Health, dental, and vision insurance including mental health benefits
- 401(k) matching plus a roth option (U.S. Based employees only)
- PTO & paid holidays off
- Sabbatical program (for eligible roles)
- Summer hours (for eligible roles)
- Paid parental leave
- DEI groups (B.L.A.C.K. @ Enova, HOLA @ Enova, Women @ Enova, Pride @ Enova, South Asians @ Enova, APEX @ Enova, and Parents @ Enova)
- Employee recognition and rewards program
- Charitable matching and a paid volunteer day…Plus so much more!
Company values
- Customer first: We listen to our customers’ needs and create products that solve real problems. We deliver beyond expectations, treating our customers the way we want to be treated
- Best answer wins: We believe innovative ideas and solutions can come from anywhere. That’s why we make sure the best answer wins — no matter who it’s coming from.
- Operate as an Owner: The entrepreneurial spirit runs strong at Enova. We encourage team members to think big and move fast and use resources like they’re their own
- Accountable for Results: We’re a data-driven company, and we use that data to add value and create results. We set our expectations high and do what we say we are going to do
- Top Talent and Teamwork: Enova is a place for the best and brightest, from all walks of life and parts of the world. We work in small, focused teams that encourage diversity of thought
Company HQ
Chicago Loop, Chicago, IL
Articles
Leadership
David Fisher
(CEO, not founder)Before joining Enova as CEO, they were the CEO of optionsXpress and CFO at Potbelly Sandwich Works, Prism Financial and RBC Mortgage.
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