Premium Operations Manager

About Origence

With 30 years at the forefront of fintech innovation, we specialize in SaaS lending solutions that lead the industry. Our core mission is customer-centric, focusing on empowering Credit Unions across the United States with the tools to offer accessible, competitive lending services. We're deeply committed to enhancing the financial ecosystem for a broad network of credit unions, members and auto dealers. We invest in our greatest assets, our employees, and foster a culture of innovation and ownership through freedom and responsibility. We celebrate fiscal accountability, operational rigor and efficiency to create a sustainably healthy and robust business for the long term.

The Premium Operations Manager will provide comprehensive technical and operational support to lenders enrolled in Premium Support Services. Additionally, deliver training to relevant staff on Origence products and services. Provide professional services for clients for Origence entire product suite as contracted.

What You’ll Be Doing:

Business Planning:

• Lead complex technical support issues with clients. Tasks include assessing the level of support needed to address issues, establishing timetables for resolution, setting client expectations, and providing follow-up support.
• Offer Origence-supported features and functionalities to enhance operational efficiencies and drive market growth
• Collaborates with departments within the company to improve processes and provide cohesion with common goals of a superior client experience.
• Provide live technical support to clients for related platforms.

Execution:

• Ensures compliance with all CUDC policies and procedures, representing the CUDC Brand and Image.
• Have a working knowledge of all internal systems such as project management, product/development, time tracking, and CRM.
• Completes required reports and process recommendations, while managing sales reporting systems to meet timelines

Customer Service:

• Ensures the accuracy and promptness of work from clients that have signed for.
• Provide exceptional customer support by addressing inquiries, resolving issues, and ensuring customer satisfaction.
• Provide management and other team members with the information and tools necessary to provide valuable consultative services to clients.

The Ideal Candidate:

Education:

• BA/BS Degree or commensurate experience.
• CAPM certification preferred.
• Demonstrate core competency of Origence systems/products.

Experience:

• A minimum of five years’ experience in a lending industry, a