Customer Service Representative Team Lead

Western Alliance Bank; Dallas (TX); On-site; USD 50,000 - 65,000; Full time

Job summary

A leading company in the financial sector is seeking a Team Lead for Customer Service in Dallas. The role involves assisting the Customer Service Manager, overseeing a team of representatives, and ensuring high performance and motivation. Candidates should have experience in a call center environment, strong leadership skills, and proficiency in relevant tools. The position offers competitive benefits and opportunities for career growth.

Benefits

Competitive Salaries

Medical and Dental Insurance

401k Matching Program

Tuition Assistance Program

Employee Volunteer Program

Wellness Program

Qualifications

• 2-3 years of Customer Service Call Center Team Lead experience required.
• Experience in a mortgage or financial institution setting preferred.

Responsibilities

• Assist AVP Customer Service Manager with a Team of CSRs.
• Responsible for dialing and transferring calls and managing daily team activities.
• Provide training and support to new hires.

Skills

Customer Service

Team Leadership

Motivation

Education

High School Diploma or GED

Associate or Bachelor's Degree

Tools

Microsoft Office

Velocify

Gensys Cloud

Job description

Location : TX - Dallas / Irving

What you'll do :

Team Lead assists the AVP Customer Service Manager with a Team of Customer Service Representatives (CSRs).

• Responsible for dialing and transferring calls and loading leads into Velocify (CRM)
• Assists with various functions including but not limited to reports management, daily management of the Team, i.e., answering team member questions, participating in interviewing and hiring process of new CSRs
• Assists with training of new hires and assists during the Performance Evaluation process by providing minimal input
• Provides Team support by encouraging, motivating and assisting Team members in accomplishing daily dial and transfer goals
• Maintains Team motivation by overseeing daily contests which benefits dials and transfer counts
• Also provides coverage, leadership and direction to the CSR Team when CSR Manager is in meetings and / or absent and performs any additional tasks / functions as requested.

What you'll need :

• High School Diploma or GED equivalent required
• Associate or bachelor's degree preferred
• 2-3 years of Customer Service Call Center Team Lead experience in a mortgage or financial institution setting required
• Proficiency with Microsoft Office
• Experience working with Velocify and Gensys Cloud preferred

Benefits you'll love :

We offer all the important things you'd want - like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you'll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

About the company :

AmeriHome Mortgage is a Western Alliance Bank company. Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank; Member FDIC.

Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and / or need an alternative method of applying, please email [emailprotected] or call 602-386-2488. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.

Western Alliance Bancorporation

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