Manager, Student Loan Origination Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the fraud operations framework for the SLO product, encompassing prevention strategies, case management oversight, and control execution.

• Oversee daily fraud operations, manage complex investigations, escalation protocols, and resolve issues to safeguard both business integrity and customer experience.

• Analyze fraud trends, identify emerging risks, and assess control effectiveness, while recommending enhancements to policies, workflows, and detection strategies.

• Maintain fraud reporting, track loss trends, and monitor key risk indicators to guide leadership decisions and ensure regulatory compliance.

• Mentor, coach, and develop high-performing leaders and team members in customer service, fraud operations, and conversion management.

• Direct organizational design, workforce planning, succession planning, onboarding, performance management, and career development initiatives to foster business growth and service excellence.

• Set performance expectations, accountability standards, and development plans to promote the achievement of service, risk, and conversion goals.

• Provide governance and performance oversight for third-party partners, focusing on service delivery, quality, compliance, and capacity alignment.

• Create and deliver executive-level reports on operational performance, risk trends, customer experience, and conversion results.

• Lead customer service strategy and operational performance to ensure a consistent, compliant, and high-quality customer experience.

• Handle complex escalations, identify root causes, and implement sustainable process improvements to minimize friction and enhance outcomes.

• Establish and track service, quality, and customer satisfaction metrics, initiating corrective actions when performance gaps arise.

• Design and implement outbound conversion strategies to enhance application completion, customer engagement, and overall business performance.

⛳️ Requirements

• Bachelor’s Degree in Business, Finance, Management, or a related field.

• Over 5 years of experience in customer service, fraud operations, and/or conversion management.

• At least 1 year in a leadership capacity.

• Excellent analytical, decision-making, and communication skills.

• Proficient in CRM, fraud detection, and data analysis tools (e.g., Zendesk, Alloy, Tableau, SQL).

• Ability to excel in a fast-paced, dynamic environment and manage multiple priorities effectively.

• In-depth knowledge of compliance regulations and best practices in customer service and fraud prevention.

• Experience in overseeing vendor or third-party partner performance, including service delivery, quality, and compliance expectations.

🏝️ Benefits

• Company-funded HSA contributions

• Automatic 401(k) enrollment with a dollar-for-dollar match up to 5%

• Access to paid parental leave

• Fertility and family-building support

• Virtual health and wellness resources

• Paid time off that begins accruing on Day 1

• My Day and paid company holidays

• Medical, dental, and vision coverage for eligible employees and dependents, along with access to health advocacy support

• A 401(k) plan with employer match to promote long-term financial security

• Company-paid basic life insurance and short- and long-term disability coverage

• Employee Assistance Program (EAP) and wellbeing resources, including digital health and chronic-condition support

• Family planning resources

• Pet insurance

• Opportunities for learning, development, and career growth through tuition reimbursement and our e-learning platform