Customer Service Team Lead- Call Center

2-4 years of relevant Banking and Cards/Consumer Loans experience

Lending Contact Center Lead

· Prior experience in managing outbound/inbound calling processes will be an added Advantage

· Assess, Monitor and Mentor associates QA's, Trainers and Leads

· Represent the operation in relevant internal and external client relationship meetings and groups

· Prepare for and attend regular client, management and team meetings and contribute to them.

· Act as a point of escalation for employee and client issues

· Focus on employees training and development

· Ensure minimal staff attrition and high levels of engagement

· Briefs key stakeholders and management on business reviews, results, trends, studies, and initiatives, and recommends courses of action.

· Demonstrated experience analyzing data, identifying trends, and recommending solutions.

· Deliver on client expected benefits through identifying process improvements

· Follows written Business Rules for business activities

· Conducts loan file audits; monitors member, dealer, and other third-party communication to ensure quality member experience.

· Follows written risk and compliance policies, standards, and procedures for business activities.

· Uses established procedures to complete initial process for the fulfillment of prospective member loans, within service level objectives while providing excellent Customer Service.

· Seeks guidance from team members to resolve issues and to identify appropriate issues for escalation. Sets the expectation with the member and contacts them on loan decisions.

Assists with Lien Perfection tasks (process paperwork and collect fees to complete title work)

Why Join us?

• Our direct hire positions include competitive wages, an amazing benefits package that includes two weeks paid vacation, paid sick time, holiday pay, medical, dental, vision, 401K, AD&D, and much more.
• Take a deeper look at how we're providing support during this global health crisis and search for a way you can get involved. View our Covid-19 Resources Page at: https://www.hcltech.com/newsfeed/covid-19-update
• HCL Technology is the 30th ranked best employer in the entire world as per the Forbes Magazine.

hcl_bserv

Job Type: Full-time

Salary: From $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• Monday to Friday

Ability to Relocate:

• Tampa, FL: Relocate before starting work (Required)

Work Location: In person