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Regular or Temporary:

Regular

Language Fluency:  English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Responsible for the day-to-day operations of a team of customer service associates that handle external and internal calls related to any/all aspects of client accounts, including inquiries and problem resolution. Coordinate work activities to achieve the volume expected to meet operational requirements. Ensure that assigned team meets or exceeds service level goals. Handle escalated calls and tasks that need a higher approval due to complexity and/or risk. Identify and implement needed department improvements and system changes.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
1. Provide leadership to Customer Service staff by providing direction, coaching and training to staff members within the department to meet expected service levels.
2. Monitor, evaluate and coordinate daily staff scheduling and activities to ensure process standards are being met and are within policy and procedure.
3. Review and approve various reports and forms submitted by staff members for account changes and general workflow activities.
4. Identify possible loan fraud and escalate for risk mitigation
5. Assist staff to resolve complex or out-of-policy operations issues.
6. Assist in the human resource planning of team members including interviewing/hiring recommendations, setting up new staff members, approving staff members weekly time, recommending associate goals, completing performance evaluations, identifying growth opportunities, participating in the development of training material/agenda and acting on timely counseling of staff members when appropriate
7. Review and recommend procedure changes.
8. Conduct regular team and one on one meetings with staff members documenting and establishing any needed action plans.
9. Prepare and evaluate key metrics to recommend necessary department changes to meet goals.
10. Assist with Information Technology (IT) to test new or enhancements to existing programs

QUALIFICATIONS
Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Associates degree or related training
2. Two years of experience as a team lead
3. Five years of customer service/call center experience
4. Strong time management, people management and negotiation skills
5. Excellent interpersonal, verbal and written communication skills with the ability to: successfully handle a wide variety of client service situations, work with minimum supervision and direction, constructively manage conflict, solve problems and make recommendations regarding client situations
6. Ability to work flexible hours within a 10-hour day
7. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products

Preferred Qualifications:
1. Two years of supervisory experience
2. Two years of Premium Finance or related experience.

“This position requires an individual who will physically work within Chicago or be required to travel to Chicago for work. The annual base salary for this position is $56,570.00 - $115,120.00.”

General Description of Available Benefits for Eligible Employees of Truis