Customer Care Team Lead
HybridDallas, Texas, United States
Job Summary
Assist a team of Customer Service Representatives with escalated customer calls, shadowing new hires and leading the team toward achieving business goals. Perform duties of a CSR II, including answering inbound calls, resolving data entry errors, handling customer escalations and complaints, and collaborating with the Performance Coach on performance improvement strategies. Monitor CSR performance, provide on-the-spot coaching for new hires, and research complex issues to ensure prompt, courteous resolution. Maintain average talk time and error ratios at or below company objectives while serving as a liaison to outside departments. Requires 3-5 years of customer service or loan servicing experience, proficiency with MS Office, and ability to work various shifts including weekends. Overtime is required on an as-needed basis.
Required Qualifications
- 3-5 years of customer service experience, loan servicing, or quality monitoring environment
- High school diploma or GED
- Excellent verbal and written communication, and interpersonal skills
- Must be able to apply common sense understanding to respond to written correspondence, instructions, memos, tasks, and policies and procedure manuals
- Exhibit strong critical thinking and effective problem-solving skills to make recommendations beyond the scope of written policies or standard guidelines
- Ability to write routine reports and correspondence
- Proficient with using MS Office Suite applications such as Excel, Word and PowerPoint
- Successful at responding promptly to customer needs and soliciting customer feedback to improve service
- Contributes to building a positive team spirit in a growing team and organizations
- Projects a teamwork spirit while balancing individual responsibilities
- Demonstrate quality, accuracy and thoroughness abilities
- Display flexibility in adapting to rapidly changing conditions
- Must be reliable and follow through on commitments and meet deadlines
- Ability to work independently and effectively while prioritizing tasks efficiently
- Overtime required
- Travel 0-10% - as required on an as needed basis
- Must have reliable transportation and live within a commutable distance to one of the following cities: Dallas, TX ( Hybrid)
- An applicant must be authorized to work in the United States
Desired Qualifications
- Knowledge of federal regulatory guidelines (ECOA, Fair Lending, CRA, FCRA, etc.)
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