Hybrid Team Lead, Partner Success bei Concora Credit Inc.

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 are the resolution point for our customers and our call center team members.  You shine because of your stellar levels of customer service and a strong desire to make things right.  Solving customer problems isn’t just a bullet on a job description for you – it’s a core part of who you are.  Our Team Lead provides both customers and co-workers with an advanced level of support, provides training/coaching feedback, manages the floor, and performs special projects as needed.  You are a subject matter expert in our Operations team, and have a deep knowledge of our systems, processes, and procedures.

This position is located at our Akron, OH office, with a hybrid schedule. We are onsite Monday through Wednesday. 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.

As our Team Lead, Partner Success, you will:

• Manage the incoming volume of applications and phone calls to ensure all are being worked within the SLA
• Handle escalated calls or questions from partners and/or customers to assist in problem solving an issue or relaying a lending decision
• Provide Partner Success Team Members with a second opinion in lending and/or assist in problem solving on an account
• Assist in providing coaching opportunities for team members for improved performance through scheduled meetings or in the moment critical coaching sessions
• Provide in the moment feedback through critical coaching sessions
• Recognize and handle department and team member specific system issues, collaborate with Unit Manager’s and other departments to overcome
• 10 -20 hours a month of production work taking in-store/ecommerce applications and calls
• Ensure account history, notes, and required paperwork and/or systems processing have been complete; quickly reviews all previous interactions (recent and historical) with the customer and uses this in decision-making process
• Perform all tasks and other associated duties strictly complying with FDCPA rules and guidelines
• Other duties as assigned

These duties must be performed with or without reasonable accommodation.

We know experience comes in many forms and that many skills are transferable. If your experience is close to what we're looking for, consider applying. Diversity has made us the entrepreneurial and innovative company that we are today.

Requirements:

• High school diploma or GED
• Advanced knowledge of Concora Credit systems, processes, and procedures
• Experience working in a complex call center inbound/outbound environment
• Experience with highly complex and/or escalated calls required
• Ability to work in a high stress environment
• Strong oral and written communication skills
• Strong organizational skills and a high degree of detail orientation
• Ability to work in a team environment
• Ability to work in a fast-paced office environment
• Ability to work a flexible schedule or varying shifts
• Ability to make changes quickly

What’s In It For You:

• 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

Concora Credit provides equal employment opportunities to all Team Members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Concora Credit Is an equal opportunity employer (EEO).

Please see the Concora Credit Privacy Policy for more information on how Concora Credit processes your personal information during the recruitment process and, if applicable, based on your location, how you can exercise your privacy rights. If you have questions about this privacy notice or need to contact us in connection with your personal data, including any requests to exercise your legal rights referred to at the end of this notice, please contact [email protected].