Team Lead, Partner Success

Concora Credit•Akron, OH

7d•Onsite

About The Position

As a Team Lead, Partner Success , you’ll help drive Concora Credit’s Mission to enable customers to Do More with Credit – every single day. The impact you’ll have at Concora Credit: Our Team Lead Representatives work directly with customers, merchants, and call center team members, serving as a key point of support across all interactions. You stand out through your exceptional customer service and a strong commitment to doing what’s right. Solving problems isn’t just part of the job; it’s a core part of who you are. In this role, you will provide guidance and support to customers, merchants, and team members, while also delivering training, coaching, and real-time feedback. Team Leads oversee daily floor operations, ensuring workflows run efficiently while providing real-time support to team members. In addition to special projects, Team Leads are responsible for meeting established service level and quality expectations across all workstreams. They consistently promote a positive, team-oriented environment and build strong partnerships in every internal and external interaction. This position is located at our Akron, OH office. We are onsite Monday through Thursday. Department hours are Monday – Saturday 8am to 1am EST and Sun 9am to 11pm EST . We hire people, not positions. That's because, at Concora Credit, we put people first, including our customers, partners, and Team Members. Concora Credit is guided by a single purpose: to help non-prime customers do more with credit. Today, we have helped millions of customers access credit. Our industry leadership, resilience, and willingness to adapt ensure we can help our partners responsibly say yes to millions more. As a company grounded in entrepreneurship, we're looking to expand our team and are looking for people who foster innovation, strive to make an impact, and want to Do More! We’re an established company with over 20 years of experience, but now we’re taking things to the next level. We're seeking someone who wants to impact the business and play a pivotal role in leading the charge for change.

Requirements

High school diploma or GED
Experience working in a complex call center inbound/outbound environment
Experience taking escalation calls required
Ability to work in a team environment
Strong organizational skills and a high degree of detail orientation
Working in the office Monday – Thursday and 1-2 Saturdays quarterly
Ability to work various shifts and weekends

Responsibilities

Manage the incoming volume of applications and phone calls to meet service levels.
Handle escalated calls or questions from partners and/or customers to assist in problem solving an issue or relaying an application decision.
Monitor relevant systems and immediately report/escalate issues to ensure minimal customer/retailer impact and productivity downtime.
Assist Partner Success Representatives in real-time to resolve merchant issues or customer questions.
Provide team member feedback through coaching sessions.
Monitor and address department and team member specific system issues.
Collaborate with managers and IT to address system issues.
Perform all tasks and other associated duties strictly complying with policy
Other duties as assigned. These duties must be performed with or without reasonable accommodation.

Benefits

Medical, Dental and Vision insurance for you and your family
Relax and recharge with Paid Time Off (PTO)
6 company-observed paid holidays, plus 3 paid floating holidays
401k (after 90 days) plus employer match up to 4%
Pet Insurance for your furry family members
Wellness perks including onsite fitness equipment at both locations, EAP, and access to the Headspace App
We invest in your future through Tuition Reimbursement
Save on taxes with Flexible Spending Accounts
Peace of mind with Life and AD&D Insurance
Protect yourself with company paid Long-Term Disability and voluntary Short-Term Disability