Enova

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Director of Customer Service

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At OnDeck, we make small business a big deal. We’re improving the world’s economic landscape by changing the way small businesses access capital. We care intensely about each other, our company and the customers we serve, and are committed to making every day count.

Our passion and mission in Operations is to provide small businesses and internal stakeholders with an amazing credit delivery and servicing experience. We work hard as a team to build and operate the most frictionless and scalable environment for small business credit delivery and service. We continuously invest in people, automation through technology, and efficiency through process optimization. Our team thrives on our culture – We are passionate about having fun, being open and empowering team members.

As our Director of Customer Service, you will:

Manage our customer service function in our Denver offices.
Grow a world class servicing organization from the ground up.
Coordinate analytical, strategic and technical resources to meet customer expectations and ensure satisfaction
Craft an innovative environment rooted in accountability, purpose and professional development for all team members.
Build upon established KPIs and help the organization think of new ones that we should be monitoring.
Attain all SLA standards for customer engagement and interactions.
Collaborate and build strong relationships with internal teams and customers. Lead discussions with the Product, Technology, Marketing, and Customer Experience teams on business needs and design/deployment decisions into operational support requirements.
Monitor, track and report on escalation path for customer support issues and develop processes to ensure follow-up with unsatisfied customers, issue resolution, and customer satisfaction.
Exude a passion for continuous improvement with regard to operational support processes, customer satisfaction and the application of tools & technology that help deliver more value to our customers. Develop and lead implementation of recommendations.
Identify and prioritize opportunities to improve and enhance the customer experience through voice of customer feedback from customer service, defect identification and elimination, customer monitoring and direct customer outreach.

Qualifications for success:

5-10 years management experience in an organization with a strong brand of outstanding customer service
Bachelor’s degree in business, finance, or marketing
Experience managing a team of employees in a multi-channel call center environment
Experience managing a remote team.
Creative, analytical and results-driven orientation, demonstrated through the ability to draw conclusions, themes, and trends from data analysis, make recommendations on findings and communicate results effectively.
Focus on results- ability to drive meaningful improvements in customer experience as measured by NPS, loyalty rates, retention rates.
Proven experience successfully managing multiple, multi-faceted projects and producing quality deliverables on time.
Experience making presentations to all levels of management; including a level of comfort with executive presentations.
Self-starter attitude with an ability to work independently.
Extensive knowledge and experience working with Microsoft Office products (e.g., PowerPoint, Excel, etc.)
Take your job seriously but not yourself.

About OnDeck:

As the largest online small business lender in the U.S. and a leading online lender in Canada serving more than 700 different industries, we have been trusted by approximately 100,000 small businesses by providing them with financing to help them build growing and thriving enterprises. Since 2007, we’ve issued over $10 billion in capital.

Join us as we enable small businesses to achieve their goals. At OnDeck, we’re reinventing small business financing. We care intensely about each other, our company and the customers we serve, and are committed to making every day count. We are small enough to be nimble and strong enough to make a big impact.

OnDeck believes that each and every team member plays an important role in our company’s success. That’s why we strive to provide you and your family with a competitive and comprehensive benefit program with a variety of options and opportunities. We offer:

Generous Vacation
Comprehensive Healthcare
Educational Reimbursement
401k Matching
Parental Leave
Sports Teams
Stocked Kitchens
Loan Consolidation

We are going to ask you to talk about your accomplishments. Here are some of ours:

Built in Colorado, Top 100 Digital Companies in Colorado, 2015, 2016, 2017
Built in NYC’s 100 Best Places to Work, 2019
Colorado SHRM Best Companies to Work For in Colorado, 2015
Crain’s New York Best Places to Work, 2013, 2014, 2015
Crain’s New York Business Fast 50, 2013, 2014, 2016, 2017
Denver Business Journal Largest Technology Employers in Denver, 2019
Denver Business Journal Best Places to Work, 2019
FinTech Breakthrough Award – Best Overall LendTech Company, 2018
Fortune 50 Best Workplaces for Diversity, 2016
Fortune 50 Best Small and Medium Companies to Work For, 2016
Fortune 30 Best Workplaces in Finance and Insurance, 2016
Fortune.com and Great Place to Work 100 Best Workplaces for Millennials, 2015
Fortune/Great Place To Work Great Rated! People’s Picks: 20 Great Workplaces in Financial Services, 2015
Forbes’ America’s Most Promising Companies, 2013, 2014
Great Place to Work Certification, 2017, 2018, 2019
Inc. 500|5000, 2013, 2014
Inc. Hire Power, 2013
Lending Tree’s Top Rated Customer Satisfaction, Q1 2018
Selling Power Magazine Best Company to Sell For, 2013, 2014, 2015, 2016, 2017, 2018, 2019
US News & World Report, “Best Unsecured Business Loans of 2018” – Best for Term Loans
Washington Post Top Places to Work, 2019
WorldatWork, 2017 Seal of Distinction
TalentDesk’s Best Large Companies for Computer Science Jobs in Arlington, Virginia: #1, 2019
TalentDesk’s Best Companies for Customer Service Jobs in Denver, Colorado: #1, 2019
TalentDesk’s Best Companies for Quality Assurance Jobs in Denver, Colorado: #1, 2019

As part of our dedication to maintaining an inclusive and diverse workforce, OnDeck provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, OnDeck complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

OnDeck expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of OnDeck’s employees to perform their job duties may result in discipline up to and including discharge.

**No external recruiters or agents, please.**

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Jasmine Kent

Diversity, Equity and Inclusion Lead

INCLUSION DRIVES INNOVATION

Embrace individuality, fuel success

Kent said Enova takes a strategic approach when it comes to diversity. By focusing on gathering employee survey data, supporting a DEI council and creating inclusive hiring practices, the company aims to help everyone feel intrinsically valued, which ultimately drives business success. “If team members are free to be who they are, they’re empowered to come into work each day and share their unique gifts,” Kent said.

We aim to cultivate a culture in which people can show up as their authentic selves.

Adam Behrens

Head of Talent Development

FOCUS, (ON WHAT MATTERS)

Intentional professional growth

Focus is the crux of Enova’s professional growth culture. “I know everyone at Enova can clearly state what they are working toward and why,” Behrens said. This focus manifests itself as year-round planning. “We set our professional and personal goals,” said Behrens. Planning includes self-grading and opportunities for building skills as a group. “We are intentional about making sure we are appropriately involved in each other’s projects — like our Emerging Talent initiative and highlighting career stories,” said Behrens. “This builds empathy, but honestly, we also love working together.”

People at Enova are eager to help and generous with their time. The entire People team is open and supportive of each other, regardless of department.

Nan Xia

Strategy and Operations Manager

PEOPLE COME FIRST

Build relationships, prioritize your life

According to Xia, Enova offers ample opportunities for teammates to connect and unwind. In addition to numerous employee resource groups, the company offers a healthy view on work-life balance and four weeks of paid sabbatical leave for long-term team members. Xia said these perks are only possible because of Enova’s people, whom she considers “highly adaptive” and always willing to embrace new challenges.

I feel fortunate to have talented colleagues who are willing to share their knowledge and experience with me.

What are Enova Perks + Benefits

Culture

Volunteer in local community

Partners with nonprofits

Open door policy

Pair programming

Open office floor plan

Flexible work schedule

Remote work program

Diversity

Dedicated diversity and inclusion staff

Mandated unconscious bias training

Diversity manifesto

Diversity employee resource groups

Hiring practices that promote diversity

Health Insurance + Wellness

Flexible Spending Account (FSA)

Employees have the option to set aside pre-tax dollars to pay for eligible Medical, Dental and Vision expenses as well as eligible child care expenses.

Disability insurance

Our short-term plan provides a level of continued income in the event you become disabled and cannot work. Should your disability extend past 26 weeks, LTD kicks in at 60% of base monthly earnings.

Dental insurance

Employees can choose from two dental plans including one that is offered at no cost for employee-only coverage.

Vision insurance

Our Vision plan provides affordable eye care and discounts to cover routine eye exams, prescription eyeglasses or contact lenses.

Health insurance

We offer employees flexibility to choose from several comprehensive medical plans.

Life insurance

Our basic life insurance plan is a core benefit provided by the company at no cost to you. You can purchase additional life insurance for yourself, spouse or domestic partner and eligible dependents.

Pet insurance

You have the option to elect pet insurance which includes coverage for veterinary expenses related to accidents and illnesses.

Wellness programs

Team workouts

Mental health benefits

Financial & Retirement

401(K)

401(K) matching

We provide employees with a 401(k) matching plan managed by Fidelity. We match 50% of contributions up to 3% of an employee's annual gross pay.

Company equity

Performance bonus

Charitable contribution matching