Operations Support Assistant Level

Responsible for managing daily incoming loan volumes for multiple lenders while ensuring all tasks are completed within established Service Level Agreements (SLAs). The role involves reviewing and validating loan documentation, coordinating with U.S.-based counterparts, dealerships, and lenders to facilitate timely loan approvals and funding, and maintaining high standards of quality and compliance.

Key responsibilities include monitoring productivity and performance metrics, managing lender-specific process updates, and ensuring adherence to U.S. regulatory requirements. The position requires excellent communication skills, strong attention to detail, and the ability to work effectively in a fast-paced environment.

Roles & Responsibilities

• Manage daily incoming loan volumes for assigned lenders and ensure timely completion within SLA requirements.
• Coordinate with U.S. counterparts, dealerships, and lenders to resolve issues promptly and accelerate customer loan funding.
• Review, validate, and process loan documents in accordance with established procedures before forwarding them to the Funding Team.
• Maintain high-quality standards and consistently achieve team quality targets.
• Meet and exceed key performance indicators (KPIs), including Attendance, Production, Average Handling Time (AHT), Quality Score, and Process Attributes.
• Track, manage, and communicate lender-specific process updates to the team while maintaining accurate records and documentation.
• Ensure compliance with all applicable regulations, company policies, and U.S. legal requirements.
• Deliver exceptional customer service through professional communication via phone and email.
• Utilize Microsoft Office applications (Word, Excel, and PowerPoint) to manage reports, documentation, and process tracking.
• Demonstrate strong multitasking, problem-solving, and organizational skills in a dynamic work environment.
• Exhibit self-learning capability, adaptability, and a proactive approach toward continuous improvement and process excellence.

Required Skills & Qualifications

• Fluent English communication skills (verbal and written).
• Strong customer service and stakeholder management abilities.
• Intermediate proficiency in Microsoft Office Suite (Word, Excel, and PowerPoint).
• Excellent attention to detail and document review capabilities.
• Ability to multitask and prioritize effectively under tight deadlines.
• Strong analytical, organizational, and problem-solving skills.
• Self-motivated, proactive, and committed to continuous learning and professional development.