The Rock Family of Companies is made up of nearly 100 separate businesses spanning fintech, sports, entertainment, real estate, startups and more. We’re united by our culture – a drive to find a better way that fuels our commitment to our clients, our community and our team members. We believe in and build inclusive workplaces, where every voice is heard and diverse perspectives are welcomed. Working for a company in the Family is about more than just a job – it’s about having the opportunity to become the best version of yourself.

Minimum Qualifications  

Willingness to work a flexible work schedule, including nights and weekends Personal loan industry knowledge Strong de-escalation/communication skills Strong sense of curiosity Ability to give and receive feedback 

 

Preferred Qualifications  

3 years of leadership experience Non-mortgage loan experience, including qualification and underwriting in multiple financial products Strong analytical capabilities Fraud detection/prevention experience   

 

Job Summary 

The Operations Team Leader is responsible for their team's success and works closely with team members to resolve issues, provide ongoing training and coaching. They are also responsible for identifying process gaps and opportunities to support continuous improvement and automation in the business.  

 

Responsibilities 

Work with team members and team captains in developing process improvements geared toward automation Embody the culture and mission of the company and encourage others to do the same Lead, guide and evaluate the work of direct report team members   Assist in developing team objectives focusing on efficiency and scalability Work with leadership to implement strategic plans for their team  Effectively communicate expectations to all team members   Monitor KPIs and identify trends, opportunities and knowledge gaps Understand layers of risk, compensating factors and the overall quality of loans and ensure operational guidelines are in sync with evolving performance trends  Ensure compliance with service level agreements, average hold times, and abandonment rates Develop strategies to ensure the customer experience in the call center is consistent with the overall company strategy, values and driving initiatives that maintain this alignment Drive dialing effort, conversion and lead delivery strategies Develop coaching strategies to increase first call resolution and client satisfaction Mentor, coach and help develop team captains and team members 

 

Who We Are

Rocket Loans is an online platform revolutionizing how individuals get a personal loan. Every day, more and more people are able to consolidate high-interest rate credit cards, make home improvements or take a dream vacation because Rocket Loans helps them obtain a personal loan.

Disclaimer

This is an outline of the primary responsibilities of this position. As with everything in life, things change. The tasks and responsibilities can be changed, added to, removed, amended, deleted and modified at any time by the leadership group. 

The Company is an Equal Employment Opportunity employer, and does not discriminate in any hiring or employment practices. The Company provides reasonable accommodations to qualified individuals with disabilities in accordance with state and federal law. Applicants requiring reasonable accommodation in completing the application and/or participating in the employment application process should notify a representative of the Human Resources Team, The Pulse, at Careers@myrocketcareer.com.