Resolutions Management Associate

The Avant's Resolution teams manage front line escalations and customer remediation efforts along with multiple account servicing tasks that support Avant credit card, loan and bank partner products. The function is structured into three functional teams that include product specific coordinators and back office control and remediation processes. This group works very closely with Avant's product leaders, complaints, credit reporting and customer operations leaders to align customer communication and raise issues to the business.
As an Associate, Resolutions Management on the Customer Operations Team, you will be responsible for supporting Avant product servicing processes including cease and desist, bankruptcy, late fee waivers, components of our fraud processes and various channels including customer email and ticket escalations. You will have direct oversight of two Sr Analysts/Analysts and support hiring, training, day-to-day activities and performance management for all teams.
You will be responsible for providing daily oversight and setting goals that ensure all Resolutions teams processes are handled in a timely manner, meeting departmental and business objectives, and escalating issues to appropriate business lines, departments, and management to drive process enhancements.
Our ideal candidate is strategy focused, detail-oriented, and is comfortable performing in a fast paced and highly visible role while ensuring both teams are meeting and exceeding department and business goals. This candidate will interact with key stakeholders in our compliance, legal, and partner business groups and maintain a strong partnership with front line leaders within customer operations. A high level of critical and inquisitive thinking is essential to proactively identify customer impacting issues. In an environment of constantly changing regulatory requirements and new processes, this candidate should be comfortable leading in ambiguous situations and have a passion for supporting the development of their leaders and teams.
What you do at Avant:
• Lead three teams supporting escalations and resolutions aligning goals, expectations, productivity, and performance.
• Own coordination of daily/weekly/monthly trends monitoring for real-time
enterprise-wide awareness and use judgment on further escalations needed.
• Foster daily/weekly/monthly direction, communication and monitoring of goals with remote employees.
• Coordinate continued training and development for the direct team, cultivating
morale, engagement and performance across the team and expanding on product subject matter expertise.
• Exercise judgment, where appropriate, to escalate departmental issues or employee concerns along with areas of perceived risk.
• Oversee performance and productivity of direct teams and support business while maintaining diligence around policies and procedures.
• Supporting collaboration with risk, compliance, legal, and product teams for regular review of processes and trends for risk level assessment and action planning.
• Ownership of various calibrations within the customer operations group related to process improvements stemming front line escalations, which includes: tracking, monitoring and sharing updates and progress with the business.
• Establish, maintain, and share operational metrics, productivity goals, and work standards for team and individual performance.
• Support data, review, and implementation of monthly quality and performance
reporting and action plans.
• Regularly report on key business metrics and shifting trends including insights
around the team's performance and productivity.
• Conduct deep dive analysis across a multitude of ticket types and channels to identify themes and areas for improvement.
• Determines an appropriate resolution and works across departmental lines as needed to reach the best outcome.
• Support process changes as needed in an effort to improve resolution efficiency, quality, and customer experience.
• Foster cross-functional and collaborative relationships with business and customer operations leaders.
• Seek out, develop, and maintain knowledge and skills through completion of
continuing education and training pertinent to the position.
• Identify and lead process improvements, with support and supervision.
• Other duties may be assigned to meet business needs.
Why you are a fit for Avant:
• A minimum of 3-4 years of strategic and operating roles with proven results
• Strong people management and people development skills
• Experience continuously improving customer-facing operations and track record of driving business outcomes
• Industry background in financial services and consumer credit and lending
• Knowledge and understanding of consumer lending compliance and business
processes.
• 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 organizational, time management, and problem-solving capabilities.
• Knowledge of relevant regulations including but not limited to TILA, TCPA, FCRA, FDCPA, ECOA, SCRA, MLA, GLBA, and UDAAP.
• Exceptional communication, interpersonal, and listening skills.
• Proficient with Microsoft Office and Google Suite.
Check out our Avant Blog!
We believe that a diverse set of backgrounds and experiences helps us create the most innovative solutions for our customers. We invite you to apply to our positions even if you do not meet 100% of the qualifications listed in the description. If you're passionate about our mission and aligned to our values, we hope you'll come contribute to our awesome culture.
Why Avant is the place for you:
At Avant, we believe our values make a difference:
Authenticity. We show up to work as our whole selves and make sure others can too.
Collaboration. We can only succeed when we do so as a team.
Problem-Solving. The harder the problem, the more satisfying the solution.
Customer. We are all owners of the customer experience.
Initiative. Plan. Adapt. Get Sh!t Done.
We believe that great ideas come from anyone and anywhere, that everyone is an owner who drives change, and that we have more fun when we work together. We're problem solvers who love collaborating with intelligent and highly-motivated people to reshape the face of digital banking. Avant offers terrific perks and benefits, fun social events with employees who actually like hanging out together, and a flexible growth environment where trying your hand at new projects and being the active owner of your career path is encouraged and supported.
Some of our benefits include:

• Choice of great Medical, Dental, and Vision Insurance Plan options
• 401(k) Match
• Unlimited Paid Time Off
• Flexible Work Environment
• Generous Paid Parental Leave
• Lunch Allowance (Fooda) and In-office Snacks
• WFH Stipends for our Remote Employees
• Access to LinkedIn Learning for Professional Development
• No Meeting Wednesdays - (a.k.a. planned time to Get Sh!t Done)
• Summer Fridays
• Fun In-Office and Virtual Social Events
• And who doesn't love the swag

This position may require you to be fully vaccinated against COVID-19. If required, you'll be asked to provide proof that you're fully vaccinated upon your start date or before working in or visiting our Chicago office. You're considered fully vaccinated two weeks after you receive the second dose of a two-dose vaccine series (e.g., Pfizer or Moderna) or two weeks after a single-dose vaccine (e.g., Johnson & Johnson/Janssen). Failure to provide proof of vaccination may result in termination. Subject to applicable law and requests for accommodation.