Customer Service Manager (Spanish Fluent)

About iBusiness Funding

iBusiness Funding is a software and lender service provider specializing in small business lending. Our technology, team, and process enable us to support loans from $10,000 to $25 million for our lending partners. Our technology solutions have been proven to quickly scale our clients’ portfolios without the need for additional overhead. Our flagship product, LenderAI, features end-to-end lending functionality from sales all the way through servicing

To date, we’ve processed over $11 billion in SBA and non-SBA volume and handle more than 1,000 business loan applications daily. Our team is driven by our core values of innovation, integrity, enjoyment, and family.

Join us and be part of a team that’s transforming the finance industry and empowering businesses to thrive!

Position Description

The Customer Service Manager leads a team of Customer Service Specialists in delivering exceptional service and communication to borrowers. This role oversees borrower interactions, manages escalations, and ensures consistent, clear, and professional messaging across all channels. The manager trains and mentors team members, maintains accurate and updated communication resources, and collaborates with other departments to improve processes and borrower satisfaction. Acting as both a team leader and strategic contributor, this position drives operational excellence and fosters a positive, high-performing team culture aligned with the organization’s mission and values.

Major Areas of Responsibility

• Lead and develop the Customer Service team to ensure consistent, high-quality borrower experience through effective communication, and problem-solving
• Oversee borrower communications by drafting, reviewing, and optimizing borrower-facing messages to ensure accuracy, clarity, and tone consistency across all channels
• Handle borrower escalations, providing timely and professional resolutions while coaching the team on best practices for de-escalation and service recovery
• Monitor and analyze team performance metrics, identifying trends and areas for improvement to enhance customer satisfaction and operational efficiency.
• Train, coach, and mentor team members, ensuring they understand products, policies, and communication standards
• Maintain and update the training library to ensure all resources, scripts, and borrower communication templates reflect the latest processes and policies
• Collaborate with cross-functional teams (Operations, Legal, Compliance, and Marketing) to improve borrower experience and ensure smooth handoffs between departments.
• Identify process gaps and implement improvements to streamline workflows, reduce borrower pain points, and enhance team productivity
• Develop communication strategies for proactive borrower engagement, retention, and education on programs, deadlines, and updates
• Serve as the voice of the customer, providing feedback and insights to leadership to inform process improvements and strategic initiatives
• Assist in policy development and procedural documentation, ensuring consistency and compliance across all borrower-facing interactions

Required Knowledge, Skills, and Abilities

• 3-5 years of experience managing a support team
• Fluency in Spanish and English
• Experience in banking, lending, or finance
• Must be able to quickly pivot with new changes
• Build morale among teams due to virtual environment
• Flexible, dependable, self-starter, and capable of quickly learning new products and technologies
• Excellent leadership skills to develop and motivate others; must demonstrate experience leading and developing team members
• Excellent planning and organizational skills
• Ability to take a data driven approach to process creation and iteration of existing processes.
• Moderate to advanced level Excel knowledge required
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary guidance
  

The anticipated salary range for this position is $100,000 - $120,000 annually, depending on experience and qualifications. iBusiness Funding provides a comprehensive benefits package, including medical, dental, and vision coverage; 401(k) with company match, and paid time off.