Team Lead, Member Support

Current Employees of LendingClub: Please apply via your internal Workday Account

LendingClub Corporation (NYSE: LC) is the parent company of LendingClub Bank, National Association, Member FDIC. We are the leading digital marketplace bank in the U.S., having helped our nearly 5 million members secure over $90 billion in loans to refinance high-cost debt and achieve their financial goals. Members today have mobile-first access to a growing range of products and services designed to work seamlessly together to deliver value in new ways. Everyone deserves a better financial future, and our team is committed to making that a reality. Join the Club!

About the Role

Job Description Summary
Here at LendingClub, we take pride in helping our customers through our ethos of service: Lending Care. As leaders in the market, we seek individuals who are excited about their career, inspired by our vision and embody our values. In this role, you’ll have the opportunity to empower our front-line associates by helping them provide best in class service through three simple principles: “Build a Relationship, Make it Easy, and Think Ahead”.

LendingClub is seeking an experienced people leader to join our fast-paced call center environment. This individual will demonstrate a strong commitment to excellent customer service and utilizing data to achieve business goals. Our management approach is data-driven; we utilize key performance metrics, testing, and new technology to continually enhance our servicing capabilities. Ideal candidates will possess experience in all phases of delivering this service in an operations/call center environment: onboarding and training, day-to-day management, measuring success, and creating initiatives to drive best efforts from the team.

What You'll Do

• Lead and manage a team of 10-20 associates

• Act as a mentor, coach, and developer of talent focused on driving quality results, productivity, and engagement from your direct reports and other members of the department

• Leverage call monitoring, dashboards and reports, and other available insights during weekly 1:1s and team meetings to provide real-time coaching and actionable feedback aimed at the development of your team members to strive towards exceeding performance expectations and metrics

• Execute the business strategy while playing a key role in providing feedback to management and business partners on effectiveness, challenges, needed tools, and skill gaps

• Support and resolve escalations from associates, including providing follow-up coaching that focuses on upskilling competencies and encouraging confidence in taking ownership of challenging situations

• Develop a great team culture with a heavy focus on using performance data and engagement initiatives to drive team success and accountability that aligns with key business objectives while “Doing What’s Right”

• Engage in and lead ad-hoc projects as assigned

About You

• 2+ years in a leadership or elevated role

• 3+ years in customer-facing operations or call center

• Ability to communicate clearly, manage through change, and drive strong engagement in a fast paced, evolving environment

• Strong analytical and problem-solving skills

• Excellent verbal and written communication skills with strong attention to detail

• High School Diploma or GED

Work Location
Lehi, Utah

We are currently working a hybrid schedule and our teams are in-office Tuesdays, Wednesdays and Thursdays.

Time Zone Requirements
Primarily MT

Travel Requirements
As needed travel to San Francisco/Boston/Lehi, but not expected.

If you need to travel for work, LendingClub will cover your travel related expenses.

We’re creating new financial services solutions for our members based on fairness, simplicity, and heart, and we treat our employees the same way. We offer a competitive benefits package that includes medical, dental and vision plans for employees and their families, 401(k) match, health and wellness programs, flexible time off policies for salaried employees, up to 16 weeks paid parental leave and more.

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LendingClub is an equal opportunity employer and dedicated to diversity, equity, and inclusion in the workplace. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical co