Renewals Performance Coach & Team Lead

ACERTUS; Overland Park (KS); On-site; USD 33,000 - 36,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life/Disability coverage

401(k) with match

PTO

Tuition reimbursement

Grubhub+ membership

Casual dress code

Job summary

ACERTUS is seeking a Renewals Team Lead to guide a growing renewals group in a fast-paced environment. You will coach, train, and develop team members, ensuring adherence to quality and service standards while escalating complex issues to leadership.

The role emphasizes process improvement, performance monitoring, and cross-functional collaboration to keep renewal cycles efficient and compliant. Strong communication and organizational skills are essential.

Qualifications

• High school diploma or equivalent required.
• 3-5 years of customer service, operations, or related experience required.
• Current and active driver’s license required.
• Previous experience in vehicle title and registration, renewals, fleet management, or a related industry preferred.
• Previous leadership, coaching, training, or mentoring experience preferred.

Responsibilities

• Coach and develop team members through regular observation, feedback, and one-on-one support.
• Train team members on Renewals processes, state requirements, systems, and quality expectations.
• Monitor team performance and provide timely coaching when productivity, quality, or service expectations are not being met.
• Provide day-to-day guidance and serve as the first point of escalation for team questions and complex processing issues.
• Support onboarding and ongoing development of team members.
• Review work, rejections, and processing trends to identify coaching and training opportunities.
• Reinforce department processes, procedures, and performance expectations to promote consistency and accountability.
• Help coordinate daily workflow and priorities to support business needs and service level expectations.
• Partner with management on employee performance, process concerns, and opportunities for improvement.
• Foster a positive, accountable, collaborative, and customer-focused team environment.
• Perform other duties as assigned and appropriate to the role.

Skills

Coaching

Leadership

Interpersonal skills

Vehicle registration knowledge

State-specific requirements

Communication

Organizational skills

Customer service experience

Education

High School Diploma or Equivalent

Tools

Microsoft Office

Excel

Zendesk

Job description

ACERTUS is seeking a Renewals Team Lead to guide a growing renewals group in a fast-paced environment. You will coach, train, and develop team members, ensuring adherence to quality and service standards while escalating complex issues to leadership.

The role emphasizes process improvement, performance monitoring, and cross-functional collaboration to keep renewal cycles efficient and compliant. Strong communication and organizational skills are essential.