Banking Ops Team Leader: Fraud & Service Excellence

Bill Gosling Outsourcing; Hampton (VA); On-site; USD 50,000 - 52,000; Full time

Benefits offered by this job

Growth opportunities

Comprehensive training

Team-oriented culture

Diversity & Inclusion

Fun workplace

State-of-the-art offices

Rewarding work

Job summary

Bill Gosling Outsourcing is seeking a Team Leader, Operations in Hampton, VA. You will lead Prime Advocates to peak performance, coach staff, and drive results while protecting member data and complying with regulatory standards.

The role requires 1+ year in a Team Leader position within contact centers, banking fintech, or collections, a high school diploma, and strong English communication. Onsite work in Hampton with rotating shifts is required.

Qualifications

• Minimum 1 year experience as a Team Leader in contact centers, banking fintech, or collections.
• High school diploma or equivalent.
• Strong spoken and written English, with clear communication.
• Good judgment and attention to detail; know when escalation is needed.
• Ability to work onsite in Hampton, Virginia.

Responsibilities

• Coach and provide feedback to employees to boost engagement and performance.
• Collaborate on new strategies and process improvements to improve team performance.
• Produce daily, weekly and monthly reports for internal and client levels.
• Be flexible with scheduling and cover team hours as needed; including overtime when required.
• Ensure service levels are met and performance metrics achieved; handle escalated supervisor calls.
• Facilitate team huddles, presentations and contests to engage the team and clients.
• Maintain regulatory compliance,Quality/CBT requirements; ensure adherence.
• Assist in recruiting, training and onboarding of employees.
• Champion company core values and programs to motivate staff.

Skills

Team leadership

English proficiency

Education

High school diploma

Job description

Bill Gosling Outsourcing is seeking a Team Leader, Operations in Hampton, VA. You will lead Prime Advocates to peak performance, coach staff, and drive results while protecting member data and complying with regulatory standards.

The role requires 1+ year in a Team Leader position within contact centers, banking fintech, or collections, a high school diploma, and strong English communication. Onsite work in Hampton with rotating shifts is required.