CSC Lead Customer Experience Specialist
About The Position
As a CSC Team Lead at Sun Loan Company, you lead and support a small team of Customer Experience Specialists and Senior Specialists through the daily flow of customer calls, loan applications, funding, payments, renewals, and past-due account follow-up. This role is hands-on and combines leadership, coaching, customer service, collections, and operational support in a fast-paced call center environment. You will work closely with the CSC Supervisor and Trainer to ensure work is completed accurately, compliantly, and on time while helping team members grow through side-by-side coaching, training, and daily support. Team Leads are expected to jump in and assist with calls and account handling as needed while helping maintain quality, productivity, and customer satisfaction goals.
Requirements
- Minimum 2 years of call center, collections, consumer finance, or leadership experience preferred.
- Previous experience coaching, mentoring, or leading team members preferred.
- Understanding of collection activity, customer service standards, and compliance expectations.
- Experience working with loan management or customer account systems preferred.
- Strong communication, organizational, and problem-solving skills.
- Ability to multitask and work in a fast-paced environment.
- Microsoft Office 365 experience including Outlook, Word, SharePoint, and Teams.
- Bilingual preferred.
Responsibilities
- Support the daily flow of customer applications, payments, renewals, and account servicing activities.
- Assist team members with loan application calls, verifying information, explaining loan terms, and answering customer questions.
- Monitor funding, sales, and collections workflows to ensure accuracy, compliance, and timely processing.
- Review transactions, account notes, and customer communications for quality and accuracy within LPX and other systems.
- Assist with delinquency follow-up, payment arrangements, extensions, and account research while ensuring compliance with company and state guidelines.
- Provide side-by-side coaching, feedback, and support to Specialists and Senior Specialists.
- Conduct team huddles, communicate updates and goals, and assist with onboarding and training new employees.
- Support end-of-day closeout procedures and fund balancing activities.
- Model professional customer service, teamwork, and compliant collection practices across all customer interactions.
- Perform additional duties as assigned.
Benefits
- Low-deductible, affordable medical plans, including medical, dental, and vision
- Telehealth access
- On-demand pay
- Competitive salary based on factors such as location, skills, knowledge, competencies, and experience
- 401(k) with company match
- Paid Time Off, including holidays, vacation, and sick time
- Bonus opportunities
- Career development and advancement paths
- Formal and comprehensive training program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
