Lead, organize, motivate and coordinate the day-to-day workflow activities of associates
Act as a SME for the department to answer procedural questions and assist in resolving complex or escalated issues
Assist with inbound/outbound activity and/or assigned projects
Ensure cooperation and coordination with other departments in the company
Utilize knowledge of team, procedures, trending and call center reporting to recommend process improvements and efficiency gains
Handle highly escalated supervisory type calls and other temporary assignments
Mentor team based on low production or quality results
Oversee training of new hires and associate cross training initiatives, in addition to the creation and facilitation of training as needed.

3 years customer service in insurance, banking, finance, mortgage lending or related experience
2 years of demonstrated leadership experience
High school diploma/GED required

Customer Care Team Lead

Key skills