Complaints Management Leader

United States
Oct, 21
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Avant is dedicated to building premier digital banking solutions for the middle class through a combination of technology, analytics and superior customer service. Since 2012, Avant has connected over 1.5 million customers to over $7.5 billion in loans and 800,000 credit cards. A high growth financial technology company, Avant has been featured in The Wall Street Journal, The New York Times, TechCrunch, Fortune, Bloomberg, and has raised over $600 million of equity capital. Visit www.avant.com for more information.
We are looking for a detail-oriented, customer centric, business-savvy leader who will monitor day-to-day activities, support and train a complaints management team. Our ideal candidate is a self-starter, eager to continuously improve customer experience and team performance.
Working in close alignment with stakeholders across Customer Operations, the Complaints team leader will drive operational excellence through oversight, development, and execution of our Quality Assurance Programs to deliver the highest quality customer experience.

What you do at Avant

    • Lead a team of complaint coordinators and sr coordinators, aligning goals, expectations, productivity and performance to support business requirements
    • Foster cross-functional and collaborative relationships with business and customer operations leaders, aligning on objectives and executing on operational performance objectives
    • Contribute to the shared vision and common goals, being equally comfortable taking the lead or working as a team player in support of overarching business initiatives
    • Foster daily direction and communication with remote employees so that customer complaints are responded to in a timely, efficient, and knowledgeable manner
    • Collaborate with Servicing Operations leadership to provide timely feedback to specialists across multiple product or partner lines of business
    • Facilitate coaching, direction, and resolution where necessary; especially for employees who experience escalated issues
    • Invest in continued training and development for direct team, cultivating morale, engagement and performance across the team
    • Exercise judgement, where appropriate, to escalate departmental issues or employee-related concerns
    • Oversee performance and productivity of direct team, ensuring all monitors are completed as volume dictates and in support of business or partner program requirements 
    • Continuously work to improve process, procedures, and scorecards; making recommendations to develop or refine metrics in line with agent behaviors and align to business 
    • Other duties may be assigned to meet business needs

Why you are a fit at Avant

    • Bachelor’s degree or equivalent experience in a related field
    • Maintain awareness of relevant regulations including but not limited to TILA, TCPA, FCRA, FDCPA, ECOA, SCRA, MLA, GLBA, and UDAAP.
    • 3-5 years experience in customer service or related field 
    • 2-3 years in a supervisor or manager role
    • Knowledge and understanding of consumer lending compliance and business operations
    • Experience working in a fast-paced environment with the ability to learn quickly and adapt to a variety of client preferences, requirements, and questions
    • Strong analytical, organizational, time management, and problem-solving capabilities
    • Exceptional communication, interpersonal, listening and leadership skills
    • Proficient with Microsoft Office (Word, Excel, PowerPoint) and Google Suite.
    • Embody leadership through example, inspiring others and displaying positive and approachable demeanor
    • Ability to coach, mentor and provide constructive and/or performance related feedback
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Why Avant is a fit for you:
At Avant, we believe our values make a difference:
We value, support, and help each other grow
We are committed to active inclusion and diversity
We are transparent and believe the best idea wins
We succeed when our customers succeed
We get sh!t done… responsibly
And we keep it fun!
We believe that ideas are more important than titles, everything is more fun together, everyone drives change, and everyone is an owner. While we believe the perks and benefits that we offer are terrific, nothing excites us more than having the ability to collaborate with intelligent, highly-motivated and talented people on challenging problems as we work to change the face of online lending.
Avant is an equal opportunity employer and individuals seeking employment are considered without regard to race, color, national origin, religion, sex (including pregnancy, sexual orientation or gender identity), age, disability or genetic information or any other factor protected by applicable federal, state or local law, regulation or ordinance.
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