Customer Experience Team Lead

We are a hybrid, remote-office company dedicated to growing our talent anywhere!

We have onsite locations in: Sioux Falls, SD,  Scottsdale, AZ,  Troy, MI,  Franklin, TN,  Dallas, TX

At Pathward, we take tremendous pride in our purpose to create financial inclusion for all™. We are a financial empowerment company that works with innovators to increase financial availability, choice, and opportunity for all.  We strive to remove barriers that traditional institutions put in the way of financial access, and promote economic mobility by providing responsible, secure, high quality financial products.

We are a team of problem solvers and innovators who celebrate our differences and know that our unique perspectives make us stronger and well-positioned for success.  We celebrate, and embrace, our team members through our *HUMBLE*HUNGRY*SMART approach, and we believe that we are strongest when we embrace the voices of our employees, customers, partners, and the communities we serve. 

About the Role:

Motivates the call center team to achieve goal standards. Responsible for supporting, coaching, and developing a group of employees in a Service Center/Operations environment. Effectively run reports, demonstrate leadership through acknowledging the fair and consistent application of policies while demonstrating a variety of coaching styles and techniques.

What You Will Do:

• Provide exceptional customer service. 
• Monitor call center to observe employee demeanor, quality of call, and conformity to company policy and procedures. 
• Effectively interact with team members that have diverse backgrounds and temperaments, while demonstrating a genuine interest in team members, maintaining open lines of communication and being an advocate for team members.
• Communicate positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all members in incremental performance improvement.
• Consistently monitor team to proactively identify potential problems and with guidance, ensures appropriate parties are engaged through to resolution.
• Ability to take end-to-end ownership of customer issues. 
• Alert leadership of any customer issues or staff incidents occurring in the call center
• Work well in busy high stress environment 
• Maintain overall call volume and service levels at 90% or above.
• Demonstrate skills at analyzing trends and assist in creating action plans that determine a solution.
• Using developed communication skills participate in recruiting efforts, attend calibration sessions, participate in conference calls.
• Facilitates daily meetings to provide updates to seasonal employees. 
• Demonstrate flexibility by working varying shifts and responding to unanticipated events. 
• Supervise agents, including training, setting, and establishing goals, evaluating performance, and resolving employee-related issues. 
• Other duties as assigned. 

What You Will Need:

• High school diploma or equivalent.
• 6+ years related experience.
• Proficient verbal and written skills, required.
• Bilingual is desired. 
• Strong customer service skills. 

The responsibilities listed above are not all inclusive and may be changed at any time.

Salary range:  $23.07 hourly – $42.60

The salary range reflects the minimum and maximum target for a new hire in this role. Individual pay within the range will be determined by multiple factors which can include but are not limited to a candidate’s experience, qualifications, skills, and location. Your recruiter can share more about the specific salary for your location during the hiring process. Ranges may be modified in the future.
This role is also eligible for an annual performance-based incentive opportunity.  Pathward offers a comprehensive benefits package for eligible employees, including health insurance, 401(k) retirement benefits, life insurance, disability benefits, paid time off, and more.

#LI-Remote

Don’t have everything listed under qualifications? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single condition. At Pathward, we are dedicated to building a diverse and inclusive culture of belonging, so if you’re excited about this role but your experiences don’t match exactly to everything in the posting we encourage you to apply anyway. You may be just the right candidate for this or other Pathward roles.

Who we are: 

Our commitment to inclusion is woven into our DNA. We believe that we are strongest when we embrace the voices of our employees, customers, partners, and the communities we serve. 

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity, transgender status, pregnancy, national origin, age (age 40 and over), disability, genetic information, marital status, hair texture or hairstyle, ancestry, service in the uniformed services, protected veteran status, status as a victim of domestic violence or any other class protected by federal, state and local laws.

Please click here to learn more about our benefits and review information about our Privacy Policy, Affirmative Action Plan and other notices. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. For assistance completing an application, please contact a Pathward People & Culture Representative by emailing – careers@pathward.com

Please click here to view Pathward's Applicant Privacy Notice.

Applications will be accepted for a minimum of 3 days after posting, and there is no predetermined date by which applications should be submitted.

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