Credit Call Center Team Lead in Lake Mary, FL at Sears

Date Posted: 8/27/2021

Job Snapshot

  • Employee Type:
  • Location:
    Lake Mary, FL
  • Date Posted:
  • Job ID:

Job Description

Req/Job ID: 1005726BR
Employing Entity: Transform SR Home Improvement Products LLC
Employment Category: Regular, Full-time
Job Function: Call Center
Store ID: 24626: Lake Mary Call Center-Corp

A sign-on bonus of $1,000 may apply to qualified candidates!

Under the direction of the Call Center Assistant Manager, the Credit Call Center Team Lead is responsible for ensuring maximum efficiency of call velocity, call quality, and account approvals. The incumbent will also be responsible for maintaining and managing their teams. Team responsibilities can include checking agent leads for quality, coaching for improvement of stats and quality, recognition of superior performance, and monthly review meetings. Additionally, Team Leads are responsible for cascading information from management and offering suggestion for improvement from the call center floor.

Job Requirements

• Maintain strong rapport with sales representatives and district general managers.
• Educate and inform Home Improvement SPC's and customers of loan programs, rates, policies and loan procedures.
• Analyze (underwrite) detailed financial credit data from credit bureaus, review credit declines from lending sources, match customer needs with appropriate loan program, and seek finance from other lending sources.
• Provide world class customer service to customers seeking installment financing by providing detailed information for decision making.
• Maintain accurate pipeline by documenting communication and tracking loan progress.
• Maintain call log of customer contact with a minimum of 40 calls per week, averaging 8 calls per day. Call log to be submitted to management weekly.
• Assist processors with obtaining loan documents
• Responsible for on-the-job-training of new associates, and ongoing coaching and development of Credit Call Center Representatives.
• Monitor call agents for customer quality assurance and support of sales representatives.
• Provide individual team member statistics on weekly basis.
• Coordinate daily, weekly, monthly team meetings.
• Provide daily motivation and team spirit.
• Monitor results of individual team members for monthly/quarterly recognition awards.
• Provide solutions for challenges and overcome objections.
• Responsible for addressing performance deficiencies through counseling and coaching.
• Prepare reports and/or records as requested by Call Center Manager/Assistant Call Center Manager.
• Perform other job-related responsibilities as required. KNOWLEDGE, SKILLS AND ABILITIES REQUIRED TO PERFORM ESSENTIAL FUNCTIONS Education/Training
• Associates degree or the equivalent of 4 years experience in a loan origination or call center environment. Experience
• 1-2 Years general knowledge of the consumer credit industry Role specific abilities/skills
• Must have proven ability to champion and execute change.
• Ability to motivate team and generate sustained enthusiasm.
• Proven sales leader.
• Efficiently manage a pipeline of up to 80 applications.
• Ability to sell financial products and services.
• Ability to work individually, as part of a team, and as a leader of a team.
• Effectively communicate with challenging clients.
• Must possess the ability to work openly with management, utilizing excellent written and verbal communication skills.


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