Team Lead Position Summary
The Team Lead is responsible for supporting the daily supervision, coaching, and performance of Online Support staff. This role helps ensure support matters are resolved accurately, efficiently, and in compliance with company policies, procedures, and applicable federal, state, and local laws. The Team Lead partners with management on workflow oversight, quality reviews, KPI reporting, process improvement initiatives, and team development to support consistent, high-quality customer service.
Responsibilities and Essential Duties
• Assist with the regular supervision of Online Support staff and the duties they perform, ensuring support matters are resolved in a timely manner and in compliance with company policies and applicable federal, state, and local laws.
• Support management with administrative matters as requested, including providing input on team performance evaluations, recruiting efforts, and other departmental initiatives.
• Monitor and review the work of Online Processors to ensure accuracy, effectiveness, and compliance with company and legal requirements.
• Conduct formal account reviews and provide shoulder-to-shoulder coaching to support employee development and maximize long-term success.
• Compile and provide daily KPI reports to management.
• Perform monthly reviews of team KPIs and performance metrics, including validating accuracy and identifying trends or areas for improvement.
• Review and analyze departmental procedures and make recommendations to improve workflow, efficiency, accuracy, and service quality.
• Participate in ad hoc testing of new updates, systems, processes, and products, and assist with implementation of approved solutions.
• Strictly comply with all applicable federal, state, and local laws and regulations.
• Follow company policies and procedures, remain informed of policy updates, and promptly implement applicable changes.
• Perform additional duties as needed based on market demand, staffing needs, and business priorities to support consistent, quality customer service.
Required Qualifications:
• High school diploma or equivalent required.
• Minimum of five years of comprehensive customer service experience, including prior experience in a sales or call center environment.
• Experience in consumer lending or financial services, with knowledge and understanding of relevant consumer protection requirements under federal and state law.
• Experience leading customer support teams or projects, conducting quality and workflow reviews, identifying process improvements, and mentoring team members.
• Proficiency in Microsoft Office Suite, including Microsoft Outlook.
• Proficiency with applicable call center and financial services systems and programs.
• Professional, customer-focused, and results-oriented approach, with the ability to negotiate effectively, solve problems, think quickly, and remain calm under pressure or in demanding circumstances.
• Excellent interpersonal, verbal, and written communication skills, with the ability to interact professionally and effectively with customers, vendors, third parties, and all levels of company staff.
• Ability to apply knowledge and experience to make sound recommendations for workflow and process improvements.
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Strong organizational skills, with the ability to multitask, prioritize responsibilities, and complete assigned duties accurately and on time.
• Ability to work independently with minimal supervision and determine daily priorities effectively.
Preferred Attributes:
• Strong leadership presence with the ability to coach, mentor, and motivate team members.
• Detail-oriented mindset with a focus on accuracy, compliance, and continuous improvement.
• Ability to adapt to changing business needs, systems, processes, and customer service demands.
• Collaborative work style with a commitment to supporting team and departmental goals.
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
