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Consumer Servicing Program Manager

Category Program Management & Business Operations Location Mountain View, California; San Francisco, California Job ID 18825
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Company Overview

Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job Overview

The QuickBooks Capital Servicing team is responsible for all aspects of a loan after it is issued, including collecting payments, handling customer inquiries, and ensuring compliance and adherence to SOPs across all workflows. 

In this high-impact role, you will be primarily responsible for ensuring operational infrastructure and systems are equipped with the capabilities needed to assist customers across Consumer lending products, efficiently and compliantly execute against our policies and procedures, and manage the relationship with our 3rd party Partners, ensuring alignment on service delivery standards.


You will help enhance the post-origination servicing experience to deliver a best-in-class borrowing experience for our customers.


Responsibilities


  • Maintaining an established set of Key Performance Indicators (KPIs) related to customer satisfaction, efficiency, and compliance, ensuring third-party operations consistently meet and exceed performance targets.

  • Presenting performance results, strategic roadmap updates, and operational risks providing clear, data-driven insights.

  • Coordinating and collaborating cross-functionally with a number of different internal teams (including Product, Engineering, Compliance, and Finance) to deliver end-to-end implementation of new products, tools, features, and system enhancements, monitoring performance and resolving issues.

  • Drive issue remediation: Manage edge cases and escalations across loan products and servicing platforms holistically; solving case by case, leveling up the learnings, tracking trends, and recommending improvements to policies and procedures to prevent additional issues.

  • Support Loan Servicing Workstreams including fraud claims, checks/wires research & application, servicing agent QA and monitoring, servicing agent training material development, tracking and monitoring bankruptcy/deceased/hardship processing, research and respond to credit reporting disputes, triage and resolve escalated complaint cases.

  • Documenting Procedures: You will work closely with our team to improve process documentation of servicing and collections policies and procedures.

  • Utilize servicing software and tools to track and document servicing activities, maintain accurate records and generate reports.

  • Respond to audit requests and manage corresponding controls within the team’s risk framework. 


Qualifications

  • 5-7+ years of experience in fintech with a focus on loan servicing and project/program management 

  • Ability to navigate between the big picture and execution details simultaneously

  • Track record of taking extreme ownership in driving to decisions and outcomes

  • Experience with leading change across a large organization, including acting as a catalyst to accelerate outcomes

  • Outstanding empathy and understanding of the customer and their finances

  • Ability to work in a fast paced and quickly changing environment

  • Strong communication skills with the ability to simply lay out the conclusions and reasons for each decision

  • Analytical mindset, strong excel skills necessary; SQL experience is nice to have


The ideal candidate has a strong background in operational planning, a curiosity and passion for building and optimizing interconnected systems, solving complex issues at scale, and a proven track record of working with loan management systems, telephonic/SMS services, and other CRM tools (such as Salesforce or Zendesk) in the FinTech space.


Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is: 



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