Team Lead (Customer Operations), Coordinator

Let's get to business! We are looking for a business-oriented, customer centric, energetic, Team Lead who will be responsible for assisting Section Managers with employee coaching and development, analysis of reporting, implementation of training, and scheduling to ensure adherence to regulatory standards, internal guidelines, and procedures. The role will assist with daily tasks and functions which may include application processing, customer support, supplemental training, mentoring and coaching agents, implementing process improvement initiatives, and customer account maintenance.
What you do at Avant

• Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
• Monitor agent performance, productivity, and engagement to ensure adherence to quality, procedural and compliance standards.
• Resolve escalated issues and provide appropriate coaching and direction to foster employee development.
• Use appropriate judgment in upward communication regarding department or employee concerns, as directed by management.
• Identify process gaps requiring escalation, offering potential solutions.
• Collaborate with Section Managers to assess agent and team needs to develop solutions
• Answer incoming calls as call volume dictates.
• Leverage data to optimize support for agent performance and productivity.
• Cultivate subject matter expertise on company and client account policy, procedures and tools to drive highest quality performance and operational excellence.
• Contribute to skill enhancement for agents by identifying coaching and training opportunities.
• Foster a continuous improvement mindset through assessing metrics, insights, and feedback working with business partners to develop solutions.
• Resolve escalated issues and provide appropriate coaching and direction to foster employee development.
• Maintain a high quality work environment so team members are motivated to perform at their highest level.
• Work as a leader of special or on-going projects that are important to area/process improvement.
• Assist in activities that help reduce organizational impact and/or loss
• Other duties may be assigned to meet business needs.

Why you are a fit for the role

• 1-3 years experience in Banking Financial Services
• Experience working in a fast-paced environment with the ability to learn quickly and adapt to a variety of client preferences, requirements, and questions
• Strong organizational and time management capabilities with ability to work independently
• Exceptional communication, interpersonal, and leadership skills
• Strong problem-solving capabilities, with the ability to think critically especially in resolving customer requests or escalations
• Embody leadership through example, inspiring others and displaying positive and approachable demeanor
• Ability to coach, mentor and provide constructive and/or performance related feedback
• Ability to interact with a wide variety of individuals, both internal and external, positively and effectively.
• Possess a strong attention to detail with emphasis on quality and accuracy with ability to successfully manage competing priorities
• Effective facilitation and preparation skills for small or large group and virtual settings
• Flexibility to work nights and weekends
• Consumer lending origination, processing or closing experience
• Experience in reviewing consumer lending related documents
• Must be able to evaluate and analyze loan level information in order to determine the appropriate action required
• Experience with process improvement and proven ability to analyze a process and make recommendations for change

Check out our Avant Blog!
We believe that a diverse set of backgrounds and experiences helps us create the most innovative solutions for our customers. We invite you to apply to our positions even if you do not meet 100% of the qualifications listed in the description. If you're passionate about our mission and aligned to our values, we hope you'll come contribute to our awesome culture.
Why Avant is the place for you:
At Avant, we believe our values make a difference:
Authenticity. We show up to work as our whole selves and make sure others can too.
Collaboration. We can only succeed when we do so as a team.
Problem-Solving. The harder the problem, the more satisfying the solution.
Customer. We are all owners of the customer experience.
Initiative. Plan. Adapt. Get Sh!t Done.
We believe that great ideas come from anyone and anywhere, that everyone is an owner who drives change, and that we have more fun when we work together. We're problem solvers who love collaborating with intelligent and highly-motivated people to reshape the face of digital banking. Avant offers terrific perks and benefits, fun social events with employees who actually like hanging out together, and a flexible growth environment where trying your hand at new projects and being the active owner of your career path is encouraged and supported.
Some of our benefits include:

• Choice of great Medical, Dental, and Vision Insurance Plan options
• 401(k) Match
• Paid Parental Leave
• WFH Stipends
• And who doesn't love the swag

This position may require you to be fully vaccinated against COVID-19. If required, you'll be asked to provide proof that you're fully vaccinated upon your start date or before working in or visiting our Chicago office. You're considered fully vaccinated two weeks after you receive the second dose of a two-dose vaccine series (e.g., Pfizer or Moderna) or two weeks after a single-dose vaccine (e.g., Johnson & Johnson/Janssen). Failure to provide proof of vaccination may result in termination. Subject to applicable law and requests for accommodation.