Are you a results-driven leader who enjoys solving complex challenges and developing high-performing teams? As our Operations Support Manager, you'll lead the Special Handling team, overseeing the resolution of consumer complaints, disputes, identity theft claims, bankruptcies, privacy requests, and other escalated customer matters.

In this impactful role, you'll drive operational excellence, ensure compliance, coach and develop team members, and lead process improvements that enhance both customer experience and business performance. If you're passionate about leadership, problem-solving, and making a meaningful impact, we'd love to hear from you!

Key Responsibilities

• Lead, coach, and develop Operations Support team members.
• Conduct one-on-ones, performance reviews, and development discussions.
• Oversee the timely, accurate, and compliant resolution of complaints, disputes, bankruptcies, identity theft claims, debt validation requests, privacy requests, and other special handling matters.
• Perform quality reviews, audits, and case monitoring.
• Maintain procedures, training materials, and department resources.
• Partner with leadership and business units to resolve complex issues.
• Ensure compliance with company policies and regulatory requirements.
• Analyze performance metrics, trends, and operational reporting.
• Manage escalated customer concerns and complex case resolutions.
• Hire, train, and onboard employees.
• Foster a positive and collaborative work environment.
• Perform other duties as assigned.

Required Skills

• Strong leadership, coaching, and employee development skills.
• Excellent written and verbal communication.
• Critical thinking, problem-solving, and decision-making abilities.
• Strong organization and time management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience identifying and mitigating operational risks.
• Strong collaboration and relationship-building skills.
• Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint).
• Ability to interpret policies, procedures, and regulatory requirements.
• Detail-oriented with a focus on quality and compliance.

Experience & Education

• High school diploma or equivalent required.
• Associate's degree required, bachelor’s degree preferred.
• Three (3) years of experience in financial services, customer servicing, collections, complaints, disputes, bankruptcies, regulatory responses, or related operations support functions.
• Experience with complaints, disputes, bankruptcies, identity theft investigations, debt validation requests, or regulatory inquiries preferred.
• Experience with coaching, quality assurance, and performance management preferred.
• Must be in good standing without performance documentation within the past 90 days.

Preferred Qualifications

• Leadership experience in a regulated financial services environment.
• One (1) year of leadership, supervisory, lead, or coaching experience preferred.
• Knowledge of consumer complaints, credit reporting disputes, bankruptcy servicing, and consumer protection regulations.

Career Growth

• Comprehensive training and professional development.
• Opportunities for career advancement.
• Collaborative and supportive work environment.

Equal Employment Opportunity

We are an Equal Opportunity Employer and do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable law.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Experience:

• Leadership: 1 year (Preferred)

Ability to Commute:

• Dublin, OH 43017 (Preferred)

Work Location: In person