Escalations Team Lead (Hybrid)

About the role:

As an Escalations Team Lead, your primary responsibility is to act as the subject matter expert to help improve your department’s performance. You will mentor representatives to ensure success and a positive customer experience. You will also ensure the team is aiming for maximum efficiency and overall effectiveness.

Responsibilities:

• Help compile daily complaint data, including FRT queue statistics, representative productivity, and CRA error reconciliation
• Support weekly and monthly rep coaching tasks, focusing on key metrics, QA, errors, and auditory work (COACH tickets)
• Identify and escalate internal and external trends related to rep behavior, complaints, customer sentiment, and more
• Assist in creating Escalations team meeting slides by gathering various business updates
• Contribute to employee engagement initiatives through reward and recognition tools
• Aid in reviewing and ensuring accuracy and clarity of wiki resources and internal documents
• Monitor automated error triggers and help resolve unlogged complaints
• Provide floor support by addressing rep queries in various Slack channels
• Handle ad-hoc requests and projects as needed

Requirements:

• At least 3 years of experience managing escalations in a call center setting
• Experience within the lending industry and/or loan operations
• Effective problem solving skills
• Experience analyzing data and using that data to make decisions
• Ability to motivate and lead a team

Compensation:

The budgeted hourly rate range for this position is $21.00 to $23.00. Actual rate will be determined based on qualifications, skills, experience, and level assessed during the hiring process and may fall outside of the range shown. Additional compensation for this role may include commission or bonus. All full-time employees are eligible to participate in Company benefits, described in more detail here.

Benefits & Perks:

• Hybrid roles entail working in-office from Tuesday to Thursday, with the choice to work remotely on Mondays and Fridays
• Health, dental, and vision insurance including mental health benefits
• 401(k) matching plus a roth option (U.S. Based employees only)
• PTO & paid holidays off
• Sabbatical program (for eligible roles)
• Summer hours (for eligible roles)
• Paid parental leave
• DEI groups (B.L.A.C.K. @ Enova, HOLA @ Enova, Women @ Enova, Pride @ Enova, South Asians @ Enova, APEX @ Enova, and Parents @ Enova)
• Employee recognition and rewards program
• Charitable matching and a paid volunteer day…Plus so much more!

About Enova

Enova International is a leading financial technology company that provides online financial services through our AI and machine learning-powered Colossus™platform. We serve non-prime consumers and businesses alike, while offering world-class technology and services to traditional banks—in order to create accessible credit for millions. 

Being a values-driven organization is at the core of Enova’s success. We live our values by listening to our customers, challenging assumptions, thinking big, setting high expectations, and hiring and developing the best. Through our values and our commitment to making Enova an awesome place to work, we maintain an environment of inclusion and culture where our employees can thrive. You can learn more about Enova’s values and culture here. 

It is our policy to provide equal employment opportunity for all persons and not discriminate in employment decisions by placing the most qualified person in each job, without regard to any other classification protected by federal, state, or local law. California Applicants: Click here to review our California Privacy Policy for Job Applicants.