Loan Application Support Team Lead (Hybrid)

Enova International • Chicago, IL

2d • $21 - $23 • Hybrid

About The Position

As a Loan Application Support Team Lead, your primary responsibility is to mentor and coach representatives to ensure success and a positive customer experience. Additionally, you will partner with management in guiding the team towards achieving maximum efficiency and overall effectiveness.

Requirements

• 3 or more years of contact center experience
• Strong leadership skills (Prior management experience is not a requirement for this role as it does not involve managing a team)
• Have relevant experience in the lending industry and/or loan operations
• Exhibit effective problem-solving skills
• Experience in analyzing data and utilizing it to inform decision-making

Responsibilities

• Manage metrics, performance criteria, policies and procedures to improve representative's productivity
• Review quality assurance reports, customer survey responses and error reports and provide coaching to representatives to ensure they are creating the expected customer experience
• Identify trends and recommend appropriate solutions to improve performance and promote engagement
• Support employee engagement with use of reward and recognition tools
• Assist with ad-hoc tasks and projects as required

Benefits

• Health, dental, and vision insurance including mental health benefits
• 401(k) matching plus a roth option (U.S. Based employees only)
• PTO & paid holidays off
• Sabbatical program (for eligible roles)
• Summer hours (for eligible roles)
• Paid parental leave
• DEI groups (B.L.A.C.K. @ Enova, HOLA @ Enova, Women @ Enova, Pride @ Enova, South Asians @ Enova, APEX @ Enova, and Parents @ Enova)
• Employee recognition and rewards program
• Charitable matching and a paid volunteer day

What This Job Offers

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