JOB DESCRIPTION

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Job Summary

JOB SUMMARY SECTION

The Team Lead leads a functional team of Care and/or Collections associates that support various channels of card member inquiries. As a Team Lead, they ensure proper procedures are completed and respond to requests are accurate to minimize regulatory and procedural compliance risk. The Team Lead ensures that Client SLAs and productivity goals are met and may resolve requests requiring elevated security and ensures that associates have positive interactions with customers. In addition, this role is responsible for delivering against a number of KPIs inclusive of both production and quality metrics. The Team Lead communicates gaps with processes to the Manager along with participating in th...