Team Leader - Corrections & Complaints
Core
Lead a team resolving customer issues across Correction, Internal Dispute Resolution (IDR), and External Dispute Resolution (EDR) while ensuring regulatory adherence and service quality.
Role type
Senior Team Leader, Customer Dispute Resolution
Builds
Customer resolution outcomes and compliant dispute handling processes
Domain
Financial Services / Regulatory Compliance
Deliverable
client delivery
Required skills
Team leadership, performance management, quality assurance, process improvement, regulatory compliance analysis, complex case de-escalation, CRM proficiency
Preferred skills
Change management in resolutions environments, technology-driven process enhancement, complex product dispute expertise
Technologies
Salesforce, case management software, Google Suite
Responsibilities
Lead and develop a collaborative team managing daily operations; Coach team members on processes and conduct performance reviews; Implement and oversee quality assurance for compliant case handling; Manage escalated issues and analyze disputed transactions; Champion continuous improvement and implement new procedures; Proactively monitor compliance and analyze operational data for systemic issues; Oversee and resolve highly complex customer escalations.
Seniority
Senior, hands-on IC with team leadership
