We are seeking a Virtual Branch Manager for our Virtual Branch Unit. As a Virtual Branch Manager for a virtual lending operation, this role will oversee a team of frontline agents within our call center department. Primary responsibilities will include supervising the team, tracking performance metrics, providing coaching to ensure agents meet KPIs, internal support functions, and overseeing loan decisioning processes. You will collaborate closely with cross-functional departments to address operational issues, streamline processes, and enhance overall efficiency. This role requires strong leadership, communication, and problem-solving skills, as well as a deep understanding of lending operations and call center management.

Essential Duties and Responsibilities:

• Supervise daily activities by ensuring associates perform effectively through managing schedules, call quality, and overall productivity
• Oversee virtual lending processes by managing application workflows, loan approvals, and loan performance
• Set and monitor performance metrics for the team to ensure goals for efficiency and service quality are met
• Provide coaching and development to frontline agents, focusing on skill improvement, customer service excellence, compliance and achieving operational goals
• Oversee internal support functions including Large Loan approvals and creations
• Create performance reporting for analysis to identify trends and areas for improvement in both individual and team performance
• Collaborate with leaders and other departments to complete special projects
• Maintain knowledge of lending regulations, company policies and procedures
• Provide valuable insight and recommendations to improve processes

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:

• Previous Management experience
• Proficient in Microsoft Word, Excel, SharePoint, and Outlook
• Deep understanding of lending operations, including the loan origination process, which involves gathering borrower information, evaluating creditworthiness, and determining loan eligibility
• Ability to work without supervision in a dynamic and changing environment
• Demonstrates good problem-solving skills, critical thinking, strategic thinking, and innovation
• Strong organizational skills and the ability to multitask while prioritizing
• Demonstrates going above and beyond consistently and acts as a role model for the company’s mission, vision, and values

Education and/or Experience:

• High School Diploma
• 3+ years of work experience in the financial industry
• 2+ years of management experience

Physical Demands:

• Must be able to constantly remain in a stationary position
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer
• Occasionally may require light lifting to 25 pounds

Work Environment:

• Office environment

Schedule Requirements:

• 40-hour work week
• Availability to work between the hours of 9-5:30pm ET M-F

This job description reflects management’s assignment of essential functions; and nothing in this herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

It is the policy of World Acceptance Corporation to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, World Acceptance Corporation will provide reasonable accommodations for qualified individuals with disabilities.