The successful candidate will play a critical role in supporting the Enterprise Credit Analytics & Transformation Strategy organization by facilitating the deployment and adoption of Credit Center as part of the Service Delivery team.
Candidate will assist in leading the Service Delivery team including the coordination of daily incident ticket workflow, providing training & coaching feedback for team members, and executing key process improvements.
Candidate will support the deployment of Credit Center through the onsite and virtual support of the new user community with platform and process workflow questions, constraints and issue resolution with a specific focus on underwriting and supporting roles.
Candidate will be responsible for assigning out daily incident tickets to the team aligning ticket volume to each member’s core strengths and areas of expertise.
Candidate will facilitate internal communication and effective collaboration amongst Service Delivery team members to ensure that user issues are addressed in a timely fashion and within established SLAs.
Candidate will be responsible for training new members of the Service Delivery team and provide ongoing coaching to facilitate their development and contribution to the overall team’s success.
Candidate will need to understand the “big picture” vision for the Service Delivery team and help lead the execution of the team’s daily responsibilities in alignment with this vision.
Candidate will gather VOA feedback, identify themes, and form recommendations to the platform and process teams in addition to technology to address barriers to adoption & client experience
Candidate will either have or gain proficiency within the Credit Center application and/or the target state Process Design in order to facilitate the onsite deployment of our target state platform.
Candidate will obtain and organize user feedback focusing on the end to end business workflow including credit underwriting, collateral data capture, credit fulfillment and all associated monitoring and relay the feedback to the centralized team
Candidate will be required to interact with key program stakeholders such as the platform and process design teams, technology and change management to facilitate solutions and immediate remedies to any constraints discovered during deployment
Candidate will be a champion for change, leading with a positive attitude and creating followership within the team and broader end user community.
5+ years’ experience in either credit underwriting, credit operations, technology, process design or project management.
Candidate must be detail orientated and demonstrate a high regard for operational excellence
Candidate must be highly organized with excellent analytical and reporting skills with the ability to create and execute project plans
Experience in credit underwriting, monitoring and collateral analysis and familiar with credit policy and procedures.
Ability to create and maintain partnerships with multiple stakeholders
Proficient in Word, PowerPoint and excel analytics
Ability to work independently and self-manage
Strong communication and listening skills, including the ability to partner and build consensus with remote stakeholders
Demonstrated ability to manage and track issues to resolution
Ability to collaborate with stakeholders with divergent views to develop common solutions
Ability to lead and execute with a positive, energetic attitude and in turn creating followership.
Strong interest in FinTech and ideally tangible experience in the software delivery life cycle
A proven record of developing creative solutions to complex problems, challenging the status quo, and advocating for change
Experience working with SalesForce, nCino, CreditCenter, Remedy, and/or JIRA