Customer Service Team Lead

Our client is in the subprime consumer lending vertical leveraging data, machine learning, and sophisticated statistical modeling to lower costs and increase efficiency in consumer lending.

They are currently looking for a highly qualified Call Center Customer Service Team Lead.

The Call Center Customer Service Team Lead will help direct a team of on and offshore resources. The team members are responsible for communication, updates, and resolutions from third-party vendors and the international call centers

Responsibilities

• Audit, monitor, and respond to reviews
• Check source documents for accuracy
• Point of contact for trace and audit of checks receivable
• Assist and monitor Quality Assurance grading and performance.
• Monitor and investigate complaints.
• Obtain further information for incomplete documents
• Scan and upload documents with communication in debt counseling and or Bankruptcy
• Assist in creating updates or modules for new features and or training
• Act as a liaison for third parties representatives
• Provide support to the call center team for escalations
• Prepare, compile, and sort documents for mail received
• Verify data and correct data where necessary

Qualifications

2-3 years experience working in a call center (preferably in banking, installment loans, or financial)

1-2 years experience as Team Lead/Manager in a call center.