Program Manager II

RESPONSIBILITIES:
A client with Kforce is seeking a Program Manager II to join their team in Mountain View, CA.

Duties Include:
* 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 and 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
* Own servicing readiness for new product and feature launches, translating PRDs and design specs into SOPs, FAQs, agent talking points and training, and securing partner approvals before go-live

REQUIREMENTS:
* 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 pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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