Team Lead: Customer Experience & Process Coach

allstate; Tijuana; Presencial; MXN 420.000 - 620.000; Jornada completa

Descripción de la vacante

Allstate (Integon) in Tijuana, Mexico, is seeking a Team Lead to blend customer service expertise with leadership. You will support daily operations, help develop team members, handle escalated issues, and work closely with leadership to improve team performance and customer satisfaction.

The role emphasizes mentoring, process improvement, and adherence to policies while maintaining quality and first-contact resolution across lender, borrower, and insurer interactions.

Formación

• High School Diploma.
• Strong communication and problem-solving skills.
• Ability to lead, coach, and support team members.
• Experience handling escalated customer issues.

Responsabilidades

• Support leadership with departmental projects, process improvement initiatives, and recommendations that enhance customer experience, quality, and operational efficiency.
• Provide coaching on call quality and documentation to representatives and assist with onboarding and new hire development.
• Train and mentor team members on insurance tracking processes, lender requirements, policy review, case research, and issue resolution.
• Serve as a subject matter expert for complex borrower, lender, insurance carrier, and internal inquiries.
• Promote quality, compliance, first-contact resolution, and accurate documentation through consistent coaching and guidance.

Conocimientos

Coaching & mentoring

Customer service

Leadership

Communication

Problem solving

Educación

High School Diploma

Descripción del empleo

Allstate (Integon) in Tijuana, Mexico, is seeking a Team Lead to blend customer service expertise with leadership. You will support daily operations, help develop team members, handle escalated issues, and work closely with leadership to improve team performance and customer satisfaction.

The role emphasizes mentoring, process improvement, and adherence to policies while maintaining quality and first-contact resolution across lender, borrower, and insurer interactions.