Consumer Help Desk Team Lead at Universal Account Servicing LLC

Parkville, Missouri, United States -

Full Time

Start Date

Immediate

Expiry Date

06 Mar, 26

Salary

0.0

Posted On

06 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Organizational Skills, Time Management, Verbal Communication, Written Communication, Active Listening, Customer Service, Interpersonal Skills, Critical Thinking, Problem-Solving, Microsoft Office Suite, Clerical Procedures, Recordkeeping, Filing

Industry

Financial Services

Description

Description We are a high-growth Point-of-Sale (POS) finance company focused on delivering seamless, embedded lending experiences for consumers and merchants alike. UGA offers full-time employees a benefit package that includes employer-subsidized health insurance, dental and vision insurance, voluntary life and short-term disability insurance, a Simple IRA with a 3% match, and Paid Time Off, including 4 hours of Volunteer Time Off per year. Job Summary: The Consumer Help Desk Team Lead resolves complex consumer support tickets; monitors and assists the Consumer Help Desk I & II agents in handling support tickets, and communicates directly with the Contact Center Supervisor. Principle Responsibilities: Resolve escalated consumer help desk support tickets and escalated phone calls. Provide guidance and training to CHD agents and ASRs. Track and report on support ticket updates in accordance with the merchant support ticket timeline of 5-day acknowledgment/ 15-day resolution/ 30-day completion. Work with internal teams and merchants to help resolve consumer support tickets. May attend internal meetings to provide technical support and expertise for consumer help desk policies and procedures. Will assist with reviewing disputed support tickets and support resolution as necessary. Maintain detailed records of consumer inquiries. Assist in quality assurance of consumer help desk agents. May help to create consumer help desk policies and procedures Maintain broad and in-depth knowledge of merchant products and services. Requirements Knowledge, Skills, and Abilities: Excellent organizational and time management skills. Excellent verbal and written communication skills, including active listening and facilitation skills. Excellent customer service skills; service-oriented and able to resolve customer grievances. Strong interpersonal skills with a proven ability to collaborate with a team. Demonstrated critical thinking and problem-solving skills. Proficient in Microsoft Office Suite or related software. Basic understanding of clerical procedures and systems such as recordkeeping and filing. Work Experience: 5+ years of contact center experience preferred. Training and Education: High school diploma or equivalent required. Complete all required training as assigned. Working Environment and Requirements to Perform Job Responsibilities Ability to work assigned shifts. Ability to work in a shared office, private office, and/or cubicle in accordance with job duties and responsibilities. Ability to be on location for client services for all work hours. Effective with shifting roles, responsibilities, and expectations in a changing work environment. Ability to see computer screens, read, and complete forms Ability to lift to 10 pounds with the ability to push, pull, bend, reach, and sit. Ability to sit for prolonged periods/work at a desk. Ability to answer the phone in a busy environment – hear callers and be responsive. Ability to work in a high-intensity/fast-paced work environment and be able to multi-task and prioritize.

Responsibilities

The Consumer Help Desk Team Lead resolves complex consumer support tickets and monitors the performance of Consumer Help Desk agents. They also provide guidance and training to agents and assist in quality assurance.