Operations Associate
blue bridge financialMcLean (VA)
About the role
The Operations Associate is responsible for supporting customer service activities as well as a variety of operational functions to help ensure the efficient servicing of Blue Bridge Financial's loan portfolio. This role serves as a key point of contact for borrowers, vendors, brokers, and internal teams while maintaining account records, coordinating documentation, supporting loan servicing activities, and assisting with day-to-day operational processes. The ideal candidate is customer-focused, detail-oriented, organized, and able to manage multiple responsibilities in a fast-paced environment. Customer Service & Account Support Serve as a primary point of contact for borrower inquiries, providing exceptional customer service through phone, email, and other communication channels. Respond to customer inquiries, concerns, and requests in a timely, professional, and solution-oriented manner. Escalate complex customer concerns as appropriate and work with internal departments to support timely resolution. Maintain accurate records of customer interactions, correspondence, and account activity. Operations & Loan Servicing Support Prepare and distribute collection notices, legal correspondence, and customer communications through mail, email, and text messaging platforms. Process and track returned payments while coordinating with borrowers, brokers, and internal departments to resolve outstanding issues. Contact customers, brokers, dealers, insurance providers, and vendors to obtain required documentation and information. Support title administration activities, including document review, filing, tracking, and record maintenance. Process lien release requests in accordance with company policies and established timelines. Coordinate title processing and distribution for paid-off loans, insurance settlements, and ownership transfers. Manage the distribution, tracking, and documentation of GPS units and other collateral-related assets. Maintain electronic and physical loan files in accordance with company policies and regulatory requirements. Assist with gathering information and preparing routine reports for management. Collaborate with team members across departments to support business objectives and department goals. Contribute ideas for improving processes, customer service, and operational efficiency.
Qualifications
Education & Experience:
Associate's or Bachelor's degree from an accredited college or university, or an equivalent combination of education and relevant work experience.1-3 years of experience in customer service, loan servicing, operations, financial services, or a related field preferred. Experience working in a fast-paced, customer-focused environment preferred.
Knowledge, Skills & Abilities:
Excellent verbal, written, and interpersonal communication skills. Strong customer service orientation with the ability to professionally handle sensitive situations. Strong organizational skills and attention to detail. Ability to prioritize multiple tasks and meet deadlines in a fast-paced environment. Proficiency in Microsoft Office Suite, including Excel, Word, and Outlook. Experience with CRM, servicing, or workflow management systems; Salesforce experience preferred. Ability to work independently while collaborating effectively with colleagues across departments. Strong problem-solving skills and ability to follow established procedures and processes. Self-motivated with a strong sense of accountability, urgency, and quality. Willingness to learn new systems, processes, and operational functions.
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