Manager, Borrower Services - Asset Management at The Goal Family of Companies

Sioux Falls, South Dakota, United States -

Full Time

Start Date

Immediate

Expiry Date

09 Sep, 26

Salary

0.0

Posted On

11 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Operational Performance, Process Improvement, Customer Service, Loan Servicing, Collections Management, Critical Thinking, Problem Solving, Decision Making, Zendesk, Risk Management, Workflow Optimization, Stakeholder Collaboration, Call Center Operations, Ticket Management, Service Delivery

Industry

Financial Services

Description

Description At Goal Solutions, this role exists to support borrowers, clients, collection agencies, and internal partners. As our business continues to grow, we need a dedicated leader focused on improving service delivery, strengthening team performance, and building scalable processes. In this role, you'll lead daily Borrower Services operations, solve complex challenges, improve workflows, and help ensure borrowers and clients receive timely, accurate support. Your work will directly impact service quality, operational efficiency, risk management, and revenue generation. What You’ll Do Lead the Borrower Services team and drive operational performance across key service functions Improve response times for borrower requests, client inquiries, and support tickets Identify process gaps and implement solutions that improve efficiency and service quality Serve as the escalation point for complex borrower, client, agency, and operational issues Partner with Operations, Collections, Client Relationship Management, and Technology teams to support business objectives and growth What to Expect in This Role A fast-paced environment with multiple competing priorities Frequent decision-making with incomplete or evolving information A mix of team leadership, operational problem-solving, and process improvement Regular collaboration with internal stakeholders, clients, and business partners You’ll Be a Great Fit If You Stay calm and focused when priorities shift quickly Enjoy solving complex problems and finding practical solutions Take ownership and follow issues through to completion Can balance urgency with sound decision-making Enjoy improving processes and helping teams perform at a higher level What You Bring – Required 5+ years of experience in customer service, collections, loan servicing, call center operations, or a related environment 2+ years of leadership, supervisory, or team management experience Strong critical thinking, problem-solving, and decision-making abilities Proven ability to manage multiple priorities in a fast-paced environment What You Bring – Nice to Have Experience in loan servicing, collections, financial services, or consumer lending Experience leading borrower service, customer service, or call center teams Experience with Zendesk or similar ticket management systems Experience developing and improving operational processes and procedures Success Looks Like Call wait times and service responsiveness improve Borrower requests, client inquiries, and support tickets are resolved within established service standards Team members are engaged, supported, and operating effectively Processes are documented, scalable, and continuously improving Borrower Services is viewed as a trusted and reliable partner across the organization Why Goal Solutions Competitive salary + bonus eligibility 401(k) with 4% company match Medical, dental, vision, and HSA ($1,700 annual contribution) 14 paid holidays (including your birthday) Paid parental leave, tuition reimbursement, and long-term incentives Apply Apply if you're a strong problem solver who enjoys leading teams, improving operations, and creating exceptional service experiences.

Responsibilities

Lead the Borrower Services team to improve operational performance, response times, and service quality for borrowers and clients. Partner with internal teams to solve complex operational challenges and implement scalable processes to support business growth.