Manager, Borrower Services - Asset Management
Job Description
Job DescriptionDescription:
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.
Requirements: