Team Lead, Customer Service (Onsite)

Job ID 23REQ-04704 Location Horseheads, New York Company Name Navient BPO

The position is responsible for assisting the Supervisor in the coaching and development of assigned staff. Team Lead will provide Q&A support, handle escalated calls and assist with training, feedback. Team Lead will provide quality customer service and accurate information about borrower accounts, programs, policies and processes.

Areas Of Responsibility

• Understand and adhere to standards of quality and quantity
• Ensure customer complaints are reviewed and processed in a timely and accurate fashion.
• Complete required monthly quality audits.
• Report any conditions impacting customers
• Execute resolution with emphasis on long term improvement
• Review and remediate agent processing errors, providing agent feedback and analyze for trends/opportunities for improvement
• Determine breakdowns and mitigate risk – provide solutions
• Be proficient in all systems necessary to provide effective customer service
• Participate in projects or testing related to improving service quantity or quality
• Provide accurate information to both internal and external customers
• Assist with administrative tasks
• Research and review account specific/school specific processes and procedures
• Partner with Leadership team to make them aware of risk and work to mitigate before it becomes a negative trend
• Research problem accounts and follow up timely to quickly and accurately provide resolution to customers
• Perform side-by-side coaching to agents to provide real-time feedback on opportunities to improve agent performance and customer experience.
• Offer counseling and solutions for best processes including but not limited to where to find information
• Escalate process improvements, negative feedback, trends and issues to the leadership team
• Support team by answering questions and fielding escalated calls

Minimum Requirements

Other Job Duties as Assigned

• 6-12 months of experience in a call center role
• Must be flexible in terms of hours/shift; available to work and be able to work rotating Saturdays

Preferred Qualifications

• Ability to work in concert with others
• Effective listening and negotiation skills
• Well-organized and able to set priorities
• PC skills and the ability to operate mainframe applications in a business environment
• Excellent oral communication skills, including the ability to orally express moderately complex concepts clearly and quickly
• Ability to handle difficult or irate customers professionally and calmly
• Excellent written communication skills to include grammar, punctuation, and spelling
• Ability to effectively multitask
• Ability to handle high volume of calls and non-phone work in a stressful, fast paced environment

All offers of employment are contingent on standard background checks. Navient and certain of its affiliated companies are federal, state and/or local government contractors. Should this position support a Federal Government contract, now or in the future, the successful candidate will be subject to a background check conducted by the U.S. Government to determine eligibility and suitability for federal contract employment for public trust or sensitive positions. Positions that support state and/or local contracts also may require additional background checks to determine eligibility and suitability.

EOE Race/Ethnicity/Sex/Disability/Protected Vet/Sexual Orientation/Gender Identity. Navient Corporation and its subsidiaries are not sponsored by or agencies of the United States of America.

Navient is a drug free workplace.