Customer Solutions Team Lead

Job Summary

Managing a hybrid team remotely, the full-time Customer Solutions Team Lead will oversee daily operations, ensuring exceptional customer support through phone and email channels while meeting performance goals and compliance standards.

Key Responsibilities:

• Lead, coach, and mentor a team of Customer Solutions Specialists to deliver exceptional service
• Monitor daily workflows and ensure timely resolution of customer inquiries and escalations
• Track team performance metrics and implement strategies to improve efficiency and quality

Required Qualifications:

• 2-4 years in customer service or complaints management within regulated consumer financial services
• Associate degree or equivalent experience required; bachelor's degree preferred
• Strong understanding of federal and state consumer finance regulations and complaint management processes
• Skilled in complaint management systems and advanced proficiency in Microsoft Office Suite
• Demonstrated ability to analyze issues and implement effective solutions under pressure