Lease Customer Service Team Leader I

US-TX-Arlington
Requisition ID
2017-30126
Employee Type
Full Time-Regular
Category
Customer Experience / Customer Service

Overview

The Lease Customer Service Team Leader I is responsible for the performance of the Lease Customer Service team and Lease Servicing department. The Lease Customer Service Team Leader I will provide leadership to 10-15 Lease Customer Service Representatives to ensure outstanding customer service is provided in an effective and efficient manner. The Team Leader is also responsible for enabling a positive work environment and development of team member job skills including career development. The Lease Customer Service Team Leader I has contact with other Company departments as well as external vendors and customers.    

Responsibilities

JOB DUTIES

  • Execute strategies and initiatives to optimize portfolio and center performance.
  • Support corporate initiatives and facilitate an understanding of business needs.
  • Ensure adherence to standardized platform and consistent processes.        
  • Lead team in a manner that effectively maximizes business results and employee   satisfaction.        
  • Protect interest of company by ensuring actions of self and others are in compliance with policies and laws.        
  • Ensure necessary steps are taken to correct or eliminate inappropriate behaviors or conduct.        
  • Identify and address anything that takes away from a safe and healthy work environment.          
  • Effectively use reward and recognition tools to drive business results.        
  • Foster a cooperative environment and empower individuals by supporting an open forum for innovation, change and growth.        
  • Utilize behavioral based coaching techniques to maximize individual and team productivity and performance.        
  • Set clear expectations and facilitate understanding of the link between individual contributions and company performance.        
  • Review performance of individuals and teams and provide coaching as appropriate.
  • Prioritize and multi-task to meet all deadlines, delegating as appropriate.
  • Communicate performance-related feedback and complete regular performance evaluations.        
  • Take an active role in the career growth and development of others within assigned department.        
  • Identify, retain and re-engage talent.        
  • Ensure accountability in meeting department compliance and QA objectives.        
  • Collaborate with peers and share best practices.        
  • Develop effective internal and external business relationships.        
  • Represent company in a professional manner within office and community.

OTHER IMPORTANT DUTIES

  • Complete special projects, as needed.
  • Perform other related duties, as needed.

 

REPORTING RELATIONSHIP

  • Reports to: AVP Lease Servicing      
  • Direct Reports: Lease Customer Service Representatives

Qualifications

Knowledge    

  • Knowledge of financial or banking services.
  • Must have a passion to provide outstanding Customer Service

Skills    

  • Possess strong leadership skills, including the ability to influence others, develop team members and manage conflict.
  • Proven ability to effectively lead through change.      
  • Effective oral and written communication skills.          
  • Demonstrated ability to link specific activities to desired results.          
  • Proven interpersonal skills necessary to interact effectively with customers and employees of all levels within the organization.      
  • Ability to use appropriate analysis, judgment and logic when solving problems and making decisions             

Experience    

  • High school diploma or equivalent required.      
  • College degree preferred.      
  • Minimum 12-18 months tenure in a customer service environment or two years’ work related experience required.      
  • Experience in back office accounting principles a plus.      
  • Leadership courses and workshops will be considered an asset.

WORK CONDITIONS

  • Fast paced, ever-changing call center environment
  • Performance based environment
  • Schedule and hours may vary

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