Escalations Team Lead - Remote

Overview

As an Escalations Team Lead, your primary responsibility is to act as the subject matter expert to help improve your department’s performance. You will mentor representatives to ensure success and a positive customer experience. You will also ensure the team is aiming for maximum efficiency and overall effectiveness.

In Short

• Help compile daily complaint data, including FRT queue statistics, representative productivity, and CRA error reconciliation
• Support weekly and monthly rep coaching tasks, focusing on key metrics, QA, errors, and auditory work (COACH tickets)
• Identify and escalate internal and external trends related to rep behavior, complaints, customer sentiment, and more
• Assist in creating Escalations team meeting slides by gathering various business updates
• Contribute to employee engagement initiatives through reward and recognition tools
• Aid in reviewing and ensuring accuracy and clarity of wiki resources and internal documents
• Monitor automated error triggers and help resolve unlogged complaints
• Provide floor support by addressing rep queries in various Slack channels
• Handle ad-hoc requests and projects as needed

Requirements

• At least 3 years of experience managing escalations in a call center setting
• Experience within the lending industry and/or loan operations
• Effective problem solving skills
• Experience analyzing data and using that data to make decisions
• Ability to motivate and lead a team

Benefits

• Hybrid roles entail working in-office from Tuesday to Thursday, with the choice to work remotely on Mondays and Fridays
• Health, dental, and vision insurance including mental health benefits
• 401(k) matching plus a roth option (U.S. Based employees only)
• PTO & paid holidays off
• Sabbatical program (for eligible roles)
• Summer hours (for eligible roles)
• Paid parental leave
• DEI groups and employee recognition programs
• Charitable matching and a paid volunteer day
• Plus so much more!