Summary/Objective: LDF Holdings is a portfolio management company working in the online lending industry. Each of our portfolios provide short-term installment loans to underserved consumers nationwide. As a department of LDF Holdings, the Call Center provides support and full management services to our clients. The primary responsibilities of this role are to assist the Operations Manager with implementing new directives; coordinating team activities and schedules; monitoring team productivity, attendance and performance; providing individual coaching and disciplinary actions; and ensuring various departmental goals are attained.

Requirements of the Job Include: Specific duties include, but are not limited, to the following:

· Thoroughly understand the short-term lending industry as well as each portfolio’s operating processes, procedures, applications, software, and systems.

· Create, modify, and communicate team member’s schedules to match the need of the portfolio and ensure the schedules are adhered to by each member.

· Preparing reports from a variety of applications and analyze data to ensure performance goals are being met. Communicate objectives to improve performance.

· Monitor attendance, assist in creation of incentives and manage individual time off requests.

· Motivate and encourage agents through positive communication, feedback, coaching and the use of disciplinary corrective actions when necessary.

· Monitor calls to observe agent demeanor, technical accuracy, and compliance to portfolio and company policies.

· Monitor and report on the productivity and performance of Portfolio Support Agents using 30 day, 60 day, and annual performance reviews.

· Assist in providing communication and follow-up to ensure all team members are fully informed of all additional information related to procedures, consumer needs, company-related issues, changes, or actions.

· Identify, report and respond to positive and negative performance trends to ensure individual and portfolio goals and target are attained.

· Assist in studying and standardizing procedures and policies to improve efficiency of operations.

· Assist in interviewing, hiring, and onboarding new team members.

· Assist in developing training, policy and compliance procedures that support call center operations.

· Ensure timely response and the use of proper forms in response to accidents, injuries, conflicts and qualifying reasons for FML and/or personal leaves.

· Assist in maintaining harmony among the team by being the first point of contact to resolve grievances.

· Identify potential operational concerns that may have an impact on production, policy and compliance and suggest possible improvements.

Other Duties: Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this role. Duties, responsibilities, and activities may change at any time with our without notice.

Required Skills:

· Possess high dependability and work ethic

• Communicate and perform effectively and calmly under pressure in a fast-paced environment.
• Use superior written and oral communication skills with customers/clients/coworkers/managers.

· Effectively and professionally assess and coach team members

· Practice effective and independent time management and organizational skills

· Be self-motivated, proactive and collaborative in a team environment

· Efficiently document with accuracy and consistency

· Respond to employee and client conflicts or complaints professionally and calmly

· Navigate multiple desktop/web applications while on the phone with customers

Supervisory Responsibility: This role directly supervises Portfolio Support Agents, Loan Processors, and Mail Processors under the direction of the Operations Manager.

Work Environment: We operate in a relaxed, professional and team-based office environment. Our team is comprised of collaborative, diverse and forward thinking individuals. Collectively, we encourage growth, development and success for the organization, our team, and the local community we serve.

Physical Requirements: The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. This position requires the employee to sit for long periods of time, utilize dual monitors, verbally communicate in person and using an internal phone system, type on a keyboard, stand or bend as necessary.

Position Type/Expected Hours of Work: This is a full-time, 40 hour/week position. Days and hours of work are primarily Monday through Friday, between 8:00 a.m. to 4:30 p.m. Occasional evening and weekend work may be required as role duties demand.

Travel: Little to no travel is expected for this role.

Required Education and Experience:

· High School Diploma, G.E.D. or equivalent

· 2 Years of experience in management or supervision of personnel role

· 2 Years of experience providing Customer Service or Quality Assurance

· Experience using Microsoft Windows and Microsoft Office in a professional setting

Preferred Education and Experience:

· Associate’s Degree in Business Administration or an equivalent study

· Experience using an auto-dialer phone system

Company Standards: The foundation of success is found in meeting the following LDF Holdings, LLC expectations:

· Demonstrate an attitude of safety first.

· Possess a work ethic consisting of loyalty, integrity, pride, perseverance, accountability, respect, and teamwork.

· Possess an ambition to succeed.

· Adhere to company policies and procedures.

· Represent the company in a positive and professional manner.

· Flexibility to work for extended hours to meet deadlines.

· Handle oneself with professionalism during stressful situations.

· Maintain a positive attitude and morale.

· Interact effectively with all members of the company and all outside associates.

· Consider long‐term implications of decisions and actions.

· Work independently, exercise discretion, and make competent decisions.

· Comply with designated work schedule.

· Use company resources wisely.

· Maintain neat, clean, and organized workspace.

· Analyze and implement ways to improve individual and/or company performance.

EEO Statement: LDF Holdings, LLC. provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. To the greatest extent feasible, preference will be given to qualified American Indians for employment opportunities.

Required Pre-Employment Screening: LDF Holdings, LLC, is committed to a drug-free workplace. To qualify for this position, applicants must agree to pre-employment drug screening and potential random testing, as required thereafter.

Job Type: Full-time

Pay: From $17.95 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Education:

• High school or equivalent (Required)

Experience:

• Management or Supervisory: 2 years (Preferred)
• Customer support: 2 years (Preferred)

Work Location: One location

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