Team Lead, Originations
Description
Summary/Objective
The Team Lead, Originations will help to transition new associates to the department through coaching, supervision, and additional training. This position will also take on various responsibilities throughout the department as assigned.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions listed below.
- Assists agents in transition from training to a live environment.
- Provide guidance and support to team members through mentorship, training and coaching as needed.
- Assists leaders with assigning tasks, setting goals, and ensuring that everyone understands their responsibilities.
- Support agents in navigating escalated calls, involving mid-level complexities.
- Assists in answering account questions with representatives.
- Conducts coaching side by sides to identify areas of deficiency and strengths.
- Holds knowledge sessions to assure clarity and content of training materials.
- May fill in for a supervisor temporarily while on PTO.
- May participate in projects or work on cross-functional teams to achieve organizational results
- Other tasks as assigned
Qualifications
- 1+ years of experience applicable to the department
- Full understanding of ACA’s policies and procedures
- Demonstrates excellent communication, leadership and coaching abilities
- Demonstrates a high level of professionalism
- Strong organizational skills
- Must possess the ability to multi-task
Supervisory Responsibility
This position has no supervisory responsibilities.
Work Environment and Physical Demands
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Position Type/Expected Hours of Work
This is a full-time position with a work schedule of Monday-Friday with some schedule variations as needed.
Travel
No travel is expected for this position.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
EEO Statement
ACA provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. ACA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
ACA provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. ACA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
California Privacy Notice
As an employer of California residents, we are dedicated to protecting your privacy rights. Any personal information you provide during the application process will be used solely for permitted internal purposes and will be handled in accordance with applicable privacy laws. By applying to this position, you consent to the collection, use, and disclosure of your personal information as described in our Employee Privacy Notice.