Application Review Manager

ServiceFirst is a world-class call center and BPO with strategic locations around the globe providing an elevated Customer Experience to benefit our client's businesses with exceptional customer engagement.

While our core business is to help our partners better serve their customers, ServiceFirst will also provide reduced labor and operational costs, a diversified footprint for business reliability, and an innovative entrepreneurial culture to attain corporate performance objectives as our partners trusted advisor and preferred business partner.

We are looking for an Application Review Manager who will be overseeing the end-to-end evaluation of loan applications to ensure accuracy, compliance, and sound credit decisions. This role is responsible for leading a team of analysts and underwriters, managing workflow, and maintaining adherence to regulatory standards and internal policies.

What you will be doing:

• You will make sure that each Application Review Specialist and Application Review Supervisor is carrying out their respective duties effectively and without distraction. This can come in the form of monitoring around the area or asking each Application Review Supervisor their opinion of the underwriter under them.

• You will create strategies and incentives to motivate the team to achieve their work goals.

• You will serve as the liaison or representative of the Application Review Team during meetings or during situations where the Application Review Department's decision comes into question by Lending Operations or Collections.

• You will ensure that each member of the department is well acquainted with each rule or guideline that has been created. You also need to make sure that they are up to date and familiar with each rule or guideline that is discussed during calibration sessions and are constantly refreshed with these rules.

• You will ensure that any urgent update or practice that the NJ Office comes up with and is implemented in the Application Review Department immediately.

• You will serve as a point of contact for Application Review Specialists who need a third opinion on any application that's situation is not detailed within the manual. This only applies if the Application Review Supervisor themselves cannot come up with a solution or decision for a specific application.

• You will review your team's performances via the KPI form, you will personally be in charge of filling out the KPI of the Application Review Supervisors in the Application Review Department.

• You will observe any trends in applications that may indicate the customer is more likely to be fraudulent or defaulted and report them to the NJ team so they can consider creating a rule to help increase the quality of applications.

• You will interview and review any possible candidates who want to either enter or be promoted within the Application Review Department.

• You will carry out the appropriate coaching or NTEs for the members of the Application Review team, specifically the Application Review Supervisors.

• You will monitor the efficiency of the specialists and report to NJ on any possible way we can improve the process in terms of speed and accuracy.

• You will be in charge of sending out the last ACH batches for our portfolios.

Qualifications:

• Bachelor's degree in finance, business administration, or a related field; advanced degree preferred.

• Proven experience in loan processing, underwriting, or credit analysis, with at least 5 years in a managerial or supervisory role.

• Strong understanding of lending principles, credit risk assessment, and regulatory compliance requirements.

• Excellent analytical skills with the ability to interpret complex financial information and make informed decisions.

• Effective leadership and team management abilities, with a track record of fostering a collaborative and results-oriented work environment.

• Exceptional communication skills, both verbal and written, with the ability to interact confidently with internal and external stakeholders.

• Detail-oriented approach with a commitment to accuracy and quality assurance.
  • Proficiency in relevant software applications and loan processing systems.

• Certification in loan processing, underwriting, or related areas is a plus.

ServiceFirst is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.

Job Type: Full-time

Work Location: In person