Team Leader - Customer Resolutions
Core
Lead a team of Customer Case Managers to manage customer complaints, disputes, and complex matters, ensuring regulatory compliance and positive outcomes.
Role type
Senior IC team leader (customer resolutions)
Builds
Customer complaint and dispute resolution processes
Domain
Financial services / lending
Deliverable
client delivery
Required skills
team leadership, complaint and dispute management, regulatory compliance, stakeholder management, data analysis, coaching and mentoring, operational improvement, risk management
Preferred skills
experience in customer service or operational environments, ability to work in fast-paced environments
Responsibilities
Lead and develop a team of Customer Case Managers, oversee complaint and dispute management activities, manage team workflow and priorities, provide coaching on complex cases, identify complaint trends and improvement opportunities, build stakeholder relationships, support continuous improvement initiatives, promote risk and compliance culture