The Team Leader will support daily operations, reinforce accountability, and lead by example. This role mirrors manager-level responsibilities with a focus on execution and team support.
Core Responsibilities
- Support daily Client Service operations
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Ensure follow-ups, inboxes and workflow are completed
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Assist with the workload delegation and tracking
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Step in when in Client Services Manager is unavailable
Client Experience, Retention and Collections
- Handle escalated client concerns
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Support retention efforts and client reactivation strategies
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Assist with collections by working with clients to reactivate files, deactivate files, and log chargebacks
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Maintain high-level client experience standards
Operations Support
- Handle and make pay for delete calls
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Make dispute removal calls when needed
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Assist with negotiations and resolution strategies to support client outcomes
Training & Accountability
- Assist with onboarding and coaching team members
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Reinforce scripts, policies and compliance
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Address performance gaps and support leadership actions
Leadership Expectations
- Take direction from leadership and execute effectively
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Communicate respectfully and professionally
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Remain composed under pressure
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Ensure dependable scheduling coverage
Required Skills
- Strong communication and conflict resolution
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Dependability and accountability
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Leadership mindset and team development focus
This role plays a critical role in client satisfaction, retention and company success.
Please send a updated resume for immediate consideration
