Customer Care Team Lead

The Customer Care Team Lead at PLS is responsible for servicing internal and external customers by providing information about financial products and services and addressing customer concerns. This role involves handling escalated customer interactions and providing second-level customer care resolution. The Team Lead acts as a subject matter expert, offering training, coaching, and responding to complex inquiries, thereby enhancing the customer experience in a dynamic, fast-paced environment.

Key responsibilities include ensuring timely handling of escalated customer inquiries, assisting and training Customer Care Representatives with complex issues to promote first-call resolution, and determining the cause of customer concerns to provide effective solutions. The role also involves maintaining accurate records of customer interactions, educating customers about financial products and services, and ensuring all interactions comply with PLS policies, procedures, federal guidelines, and applicable laws. Additionally, the Team Lead identifies training needs, supports continuous development, meets quality assurance requirements, and implements new processes and procedures effectively.

The ideal candidate should have previous contact center experience in a high-volume environment and a high school diploma or equivalent. Experience in handling escalated interactions or second-level complaint resolution is advantageous, as is prior leadership experience. Proficiency in Spanish is a plus. The role requires flexibility to work various hours, including evenings and holidays, strong customer service and organizational skills, the ability to manage multiple tasks accurately and timely, and excellent written and oral communication skills. Proficiency in Microsoft Windows operating system and Microsoft Office is also required.

PLS offers eligible employees benefits including medical, dental, and vision insurance, a 401(k) plan, vacation time, opportunities for advancement, and ongoing training.

PLS fosters a culture centered on communication, customer focus, integrity and trust, teamwork, and results. The company values its employees and provides opportunities for growth and development within a supportive environment.