Loan Application Support Lead - Hybrid & Impact-Driven

Doist; Chicago (IL); Hybrid; USD 28,929 - 31,684; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) matching

Job summary

Enova International in Chicago is seeking a Loan Application Support Team Lead to mentor representatives, coach on customer experience, and partner with management to drive efficiency and effectiveness in a hybrid work model.

The role emphasizes data-driven decision making, QA review, and coaching to improve performance. In-office Tue–Thu with remote options Mon and Fri, and a comprehensive benefits package.

Qualifications

• 3 or more years of contact center experience.
• Strong leadership skills (Prior management experience is not a requirement for this role as it does not involve managing a team).
• Have relevant experience in the lending industry and/or loan operations.
• Exhibit effective problem-solving skills.
• Experience in analyzing data and utilizing it to inform decision-making.

Responsibilities

• Manage metrics, performance criteria, policies and procedures to improve representative's productivity.
• Review quality assurance reports, customer survey responses and error reports and provide coaching to representatives to ensure they are creating the expected customer experience.
• Identify trends and recommend appropriate solutions to improve performance and promote engagement.
• Support employee engagement with use of reward and recognition tools.
• Assist with ad-hoc tasks and projects as required.

Skills

Leadership

Coaching

Data analysis

Customer service

Problem-solving

Job description

Enova International in Chicago is seeking a Loan Application Support Team Lead to mentor representatives, coach on customer experience, and partner with management to drive efficiency and effectiveness in a hybrid work model.

The role emphasizes data-driven decision making, QA review, and coaching to improve performance. In-office Tue–Thu with remote options Mon and Fri, and a comprehensive benefits package.