Job Description

Description

We are seeking a dedicated and experienced Team Lead for the Decedent Account Processing Team. This role is crucial in overseeing the processing of Consumer Deposit and Loan accounts for deceased customers, ensuring compliance with legal and regulatory requirements while providing exceptional service to customers and their families during a sensitive time. This position requires the capability to learn all functions within the department, the ability to process complex requests and escalations, the ability to quickly respond and assist in spikes in demand to meet our customer’s needs, and the ability to manage reporting and administrative functions. The department is fast-paced and heavily governed. This environment requires accuracy and attention to detail as there is direct customer impact. During your daily function you will critically examine and improve processes by engaging in continuous improvement and problem solving. Provide compassionate and empathetic support to customers during moments that matter.

Primary responsibilities include

• Research and resolve complex customer requests accurately and within Service Level Agreements.
• Respond to email escalations in a professional and timely manner.
• Problem solve and drive continuous improvement.
• Reporting and administrative duties.
• Monitor daily queues and productivity, restaff processes throughout the day as demand changes.
• Oversight of customer-facing and back-office processing colleagues. 
• Provide management status updates and escalations when necessary.

Qualifications, Education, Certifications and/or Other Professional Credentials

• 3-5 years Operations Experience
• System and product knowledge
• Ability to complete repetitive tasks in a complete and timely manner
• Ability to plan & prioritize daily responsibilities with strong attention to detail
• Understanding of department procedures, key practices
• Ability to identify areas of improvement in personal work and processes
• Strong attention to detail
• Ability to thrive in a fast-paced environment
• Strong written and verbal communication skills
• Proven leadership experience.
• Proficient in MS Office Outlook, Excel, etc
• Call center experience is a plus
• Team player

Hours & Work Schedule

• Hours per Week: 40 
• Work Schedule: 8:00 AM-5:00 PM ET- Monday - Friday, with required OT (overtime) as needed 

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

How to Apply:

All steps of the process must be carefully followed so that A) your application can be reviewed by the hiring manager and B) YUPRO Placement can advocate for you and provide support.
Step 1: Complete the application on the New Grad job board by submitting your resume and completing the details requested below
Step 2: Check your inbox for an e-mail with the subject line "Your YUPRO Placement Application: Next Steps," navigate to the link provided and submit your application according to the e-mail directions
Step 3: (When applying For Citizens roles ONLY):
Once you receive the Next Steps e-mail (refer to Step 2), To help your application stand out, identify yourself as a Year Up Intern/Alum by:
A. Selecting "Community Organization" from the "Source Type" in the "Personal Information" section of the application.
B. Selecting "Year Up" under the "Community Organization" field.