Operations Associate

The Operations Associate is responsible for supporting customer service activities as well as a variety of operational functions to help ensure the efficient servicing of Blue Bridge Financial's loan portfolio. This role serves as a key point of contact for borrowers, vendors, brokers, and internal teams while maintaining account records, coordinating documentation, supporting loan servicing activities, and assisting with day-to-day operational processes. The ideal candidate is customer-focused, detail-oriented, organized, and able to manage multiple responsibilities in a fast-paced environment.

Customer Service & Account Support

• Serve as a primary point of contact for borrower inquiries, providing exceptional customer service through phone, email, and other communication channels.
• Respond to customer inquiries, concerns, and requests in a timely, professional, and solution-oriented manner.
• Escalate complex customer concerns as appropriate and work with internal departments to support timely resolution.
• Maintain accurate records of customer interactions, correspondence, and account activity.

Operations & Loan Servicing Support

• Prepare and distribute collection notices, legal correspondence, and customer communications through mail, email, and text messaging platforms.
• Process and track returned payments while coordinating with borrowers, brokers, and internal departments to resolve outstanding issues.
• Contact customers, brokers, dealers, insurance providers, and vendors to obtain required documentation and information.
• Support title administration activities, including document review, filing, tracking, and record maintenance.
• Process lien release requests in accordance with company policies and established timelines.
• Coordinate title processing and distribution for paid-off loans, insurance settlements, and ownership transfers.
• Manage the distribution, tracking, and documentation of GPS units and other collateral-related assets.
• Maintain electronic and physical loan files in accordance with company policies and regulatory requirements.
• Assist with gathering information and preparing routine reports for management.
• Collaborate with team members across departments to support business objectives and department goals.
• Contribute ideas for improving processes, customer service, and operational efficiency.

Qualifications:

Education & Experience

• Associate's or Bachelor's degree from an accredited college or university, or an equivalent combination of education and relevant work experience.
• 1-3 years of experience in customer service, loan servicing, operations, financial services, or a related field preferred.
• Experience working in a fast-paced, customer-focused environment preferred.

Knowledge, Skills & Abilities

• Excellent verbal, written, and interpersonal communication skills.
• Strong customer service orientation with the ability to professionally handle sensitive situations.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple tasks and meet deadlines in a fast-paced environment.
• Proficiency in Microsoft Office Suite, including Excel, Word, and Outlook.
• Experience with CRM, servicing, or workflow management systems; Salesforce experience preferred.
• Ability to work independently while collaborating effectively with colleagues across departments.
• Strong problem-solving skills and ability to follow established procedures and processes.
• Self-motivated with a strong sense of accountability, urgency, and quality.
• Willingness to learn new systems, processes, and operational functions.