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!