The Customer Service Team Lead is responsible for guiding and monitoring a team of Customer Service agents to provide exceptional customer service to our consumers and servicing companies.
Communicates with the operations, technical support, and information technology departments to develop efficient processes that support appropriate controls. Serves as escalation point for Consumer Services agents for phone and ticket support. Provide in‐depth feedback of department's daily functions as well as special projects to support decision‐making by management.
Duties and Responsibilities include but are not limited to the following:
COMMON CORE ROLES
- Provide an impeccable level of customer service to clients and servicing companies.
- Field and resolve escalated client calls, emails, and tickets.
- Field and resolve complex and escalated servicing company(s) calls, emails, and tickets.
- Work with department manager to review department/team member(s) KPI metrics and provide appropriate feedback to agents.
- Assist department manager with the preparation of Quarterly and Annual reviews.
- Assist department manager with interviewing and hiring for the department.
- Provide recommendations to department manager on process and procedure improvement as necessary.
- Review and assist team with difficult client account maintenance, scheduled transactions, and audit files.
- Maintain composure; even when juggling multiple inquiries, you remain conscious of our client's financial situation and the fast‐paced needs of the servicing companies.
- Excellent interpersonal skills, ability to build and maintain relationships with team members, clients, and consumers.
- Independent, diligent self‐starter who is comfortable taking on a high level of responsibility.
- Perform special research, analysis, and lead team projects as directed.
- Identify, document, and communicate best practices to simplify and standardize the client process flow.
- Develop an expert understanding of internal systems and the integrity of data that flows through them.
- Participate and lead team meetings to discuss current business updates, priorities, issues.
ADDITIONAL RESPONSIBILITIES
- Perform daily duties in line with Information Security Policies and Procedures.
- Ensure that Information Confidentiality, Integrity and Privacy is always maintained with processing information assets.
- Natural leader, strong understanding of team motivation
- Quick learner, easy to work with, and a team player.
- Excellent written, verbal, and listening skills.
- Detail‐oriented, timely, adaptable, and flexible to ensure business success.
- Ability to analyze a high volume of data.
- Ability to communicate effectively, both verbal and written.
- Ability to organize work independently and consistently achieve reporting deadlines.
- Strong computer skills (Word, Excel, G‐mail).
- Willingness to assist others.
- Detail‐oriented, well‐organized, self‐motivated, with the ability to multi‐task.
- Ability to work in a fast‐paced environment.
- Positive attitude and ability to foster strong inter‐departmental working relationships.
- Versatility and a willingness to work within constantly changing priorities.
- Maintains and directs all computer systems and adapts programs to changing needs.
REQUIRED QUALIFICATIONS
- Minimum High School Diploma or Equivalent ‐ GED / Associates Degree or higher is a plus
- Bilingual preferred (English & Spanish)
- 1‐3 years of team lead or relevant experience
- 3‐5 years of professional experience working with clients and customer service environment
- Background Check
- Experience working in debt settlement/banking/treasury industry is a plus.
