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Customer Service Team Leader

2 months ago

Fort Thompson, South Dakota, United States Dakota Economic Development Corp Full time
Job Overview

Salary: $20/hr

Position Summary:

The primary objective of the Customer Service Team Leader is to achieve loan origination targets while ensuring the highest level of performance from each team member. This role involves access to essential and potentially sensitive corporate systems, as well as company and customer information.

Key Responsibilities:

  • Inspire & Motivate: Actively engage with team members on the floor to help them meet and surpass daily loan processing objectives.
  • Mentor & Coach: Provide guidance and performance management to team members, focusing on continuous improvement in the Loan Processing function to deliver an exceptional customer experience.
  • Document Performance: Maintain records of coaching sessions, performance improvement plans, and disciplinary actions as necessary.
  • Evaluate Performance: Utilize monitoring tools to assess team members, ensuring they provide accurate information and make sound decisions during loan processing.
  • Assess & Provide Feedback: Regularly evaluate individual and team performance, offering constructive feedback, including conducting annual performance reviews.
  • Compile & Share Metrics: Gather team performance data, identifying areas for coaching and performance enhancement.
  • Additional Duties: Complete other assigned tasks as required, which may include working beyond standard hours to manage the team effectively.
  • Holiday Work: Be prepared to work on designated holidays as per the annual holiday calendar.