Team Leader, Credit and Customer Engagement

The Team Leader call center must ensure the efficiency of employee’s work. Must be able to detect potential issues and find solutions to solve them or escalate them to next level. Require good communication skills both in writing and verbal.

• Must be on calls 50% of weekly schedule to answer incoming calls from customer and merchant to take appropriate action for each call.
• Provide oversight to credit underwriters that manage credit exception and credit policy approvals that did not meet branch approval requirements. Manual credit decision are performed using scoring tools, credit bureau analysis, validation of employment, income and other related factors. All decisions and rationale should be documented in notes.
• Assists manager by providing guidance to all levels of staff regarding processes and operating procedures of the team
• Monitor queues and make adjustments to ensure service levels are met
• Assist in department projects and initiatives
• Works with limited supervision to perform job duties
• Help coach and train new and existing staff
• Serves as a subject matter expert for the team and provide recommendation on existing Politics and Procedure
• Attends meetings/conference calls as required
• Strong analytical, problems solving skills, multi-tasking skills
• Able to read credit bureau and analyses suspicious activity for potential fraud
• Ability to handle escalated calls
• Able to interacts with all levels of managers, internal departments and external clients
• Assist with system testing and serves on project teams for new business initiatives
• Ability to work under pressure and use company resources in emergencies.

• High School Diploma or equivalent
• 2 years’ experience as a Senior Representative or Team Leader experience.
• Strong Credit and Customer service knowledge and experience
• Ability to multi-task and learn quickly in a fast-paced environment
• Excellent communication and leadership skills

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Full time

Job Type:Permanent