Customer Service Team Leader

Lentegrity • Foothill Ranch, CA

4d • Hybrid

About The Position

Join Lentegrity as a Customer Service Team Leader! Lentegrity fosters a collaborative, people-first culture that values integrity, consistency, and continuous improvement. We’re seeking a Customer Service Representative to join our Loan Servicing team in a hybrid role based in Foothill Ranch, CA. The Customer Service Team Leader supports the Customer Service Supervisor in overseeing daily operations, ensuring excellent customer service, and assisting team members in meeting performance goals. This role involves coaching agents, handling escalated customer inquiries in supervisors’ absence, monitoring call quality, and contributing to process improvements and key performance metrics. Additionally, the Customer Service Team Leader leads by example by actively servicing auto loan accounts and providing customer support, offering helpful information, offering payment solutions, and accurately documenting all account activities using loan servicing software.

Requirements

• Strong communication skills
• Ability to coach others to success
• Actively servicing auto loan accounts
• Providing customer support
• Offering helpful information
• Offering payment solutions
• Accurately documenting all account activities using loan servicing software

Responsibilities

• Resolve customer problems by clarifying the customer's requests and provide a one-call resolution
• Follow and ensure compliance with all company policies and procedures
• Assist the Call Center Supervisor in managing and supporting the team
• Monitor and evaluate call quality, providing feedback and coaching to agents
• Handle escalated customer inquiries and resolve issues efficiently in supervisors’ absence
• Support training initiatives to enhance team performance and customer satisfaction
• Ensure compliance with company policies and customer service standards
• Act as a liaison between agents and management to facilitate communication
• Meet personal/team/department daily and monthly Loan Servicing goals
• Perform other duties as assigned to support team success

Benefits

• Extensive growth opportunities with an emphasis on promoting internally
• An atmosphere that is collaborative, innovative and challenging
• Ongoing learning and development opportunities, including access to over 3,500 self-paced courses, instructor-led virtual training classes and 25,000+ books in online, audio and summary formats.
• Competitive compensation
• Excellent benefits package that includes comprehensive Medical/Dental/Vision, Health Savings Plans, 401(K) match, 24/7 counseling and consultation services (EAP), Adoption Assistance, optional Commuter benefits and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed