Loan Application Support Team Lead
OnDeckSmall Business company
Chicago, United StatesLead
First Round Capital
Khosla Ventures
RRE Ventures
Sapphire Ventures
Google Ventures
Contour Venture Partners
Operations & Strategy
About the role
TL;DR
Lead and coach loan application support representatives to ensure customer success and team efficiency.
- •As a Loan Application Support Team Lead, your primary responsibility is to mentor and coach representatives to ensure success and a positive customer experience.
- •Additionally, you will partner with management in guiding the team towards achieving maximum efficiency and overall effectiveness.
- •Key Responsibilities Manage metrics, performance criteria, policies and procedures to improve representative's productivity Review quality assurance reports, customer survey responses and error reports and provide coaching to representatives to ensure they are creating the expected customer experience Identify trends and recommend appropriate solutions to improve performance and promote engagement Support employee engagement with use of reward and recognition tools Assist with ad-hoc tasks and projects as required Requirements 3 or more years of contact center experience Strong leadership skills (Prior management experience is not a requirement for this role as it does not involve managing a team) Have relevant experience in the lending industry and/or loan operations Exhibit effective problem-solving skills Experience in analyzing data and utilizing it to inform decision-making
Required skills
SQLJiraGreenhouse
Domain expertise
fintech
Benefits & perks
Health, dental, and vision insurance including mental health benefits, 401(k) matching plus a roth option, PTO & paid holidays off, Sabbatical program, Summer hours, Paid parental leave, DEI groups, Employee recognition and rewards program, Charitable matching and a paid volunteer day
Tech stack
PythonJavaScriptSQLNode.jsReactAWSDockerKubernetesJiraConfluenceExcelGreenhouse
