Team Lead - Back Office

Overview

At Genesis, we put our customers and employees first.  We are the national leader in non-Prime credit cards serving millions of customers who are underserved by others in the industry.  We are fair and transparent in all interactions. 

Our Back Office Team provides a top-tier customer experience. We provide in-depth training that may last up to 5 weeks before transitioning you to working with more senior peers. Scheduled workdays are typically 8 hours a day, with schedules Monday – Friday, 8:00 am – 5:00 pm. You may be asked to work nights and weekends depending on business needs. While this position is remote, the team does do quarterly onsite, refresher and new hire training for agents both tenured and new hires, and other business-related purposes.

We’re entrepreneurial and we look for people who want to make an impact. We hire people, not just positions.

Join the nation’s leader in second-look finance servicing as our Back Office Team Lead!

Responsibilities

As our Back Office Team Lead you will:

• Supports management with hiring processes and new/refresher team member training
• Gathers data for internal and external audits
• Supports Unit Manager and performs management duties when manager is out of office
• Perform all duties in compliance with appropriate established policies, procedures and regulations
• Responsible for reading, understanding and responding to incoming correspondence
• Gather data and conduct research to accurately reply to incoming correspondence
• Process monetary adjustments / account maintenance changes
• Research exception activity and take appropriate action(s) to reduce credit losses
• Strictly follows all rules and regulations and ensure team members abide by all rules and regulations (FDCPA/SDCPA, TILA, FACTA)
• Perform as a Generalized Subject Matter Expert
• Provides encouragement to team members, including partnering with the UM to communicate team goals and identifying areas for new training or skill checks
• Answers team member questions and oversees team work for quality and compliance
• Identifies trends in monitoring findings and partners with Unit Manager to establish continuous retraining plans
• Manually review and approve customer correspondence
• Develops strategies to promote team member adherence to company regulations and performance goals
• May conduct team meetings or send mass communication to update members on best practices and continuing expectations as needed or in absence of Unit Manager
• Provides quality customer service, answering customer Inquiries, and effectively handling customer complaints via assigned workflow
• Maintains a high standard of performance to set a positive example for team to follow
• Motivate and engage team members
• May be asked to work nights and weekends due to business needs. 

These duties must be performed with or without reasonable accommodation.

Qualifications

Requirements:

• High School diploma or GED.
• Have appropriate remote work set-up - such as quiet space, stable internet connection, and a backup location in case of issues with the primary location. While the position is primarily remote, you may be asked to come onsite for additional training or other business needs.
• Have access to a wired internet.
• Thrive in a fast-paced, high-volume environment.
• Be proficient with technology and using multiple systems.
• Possess a high level of understanding, adaptability, patience, and empathy. Able to navigate more difficult conversations/interactions with professionalism. 
• Are committed to continuous growth and learning.
• Ensure privacy and security practices are followed at all times.

What’s In It For You:

• Health insurance including individual and family Medical, Dental and Vision insurance
• Relax and recharge with Paid Time Off (PTO) Program; plus 6 paid holidays and 3 paid floating holidays.
• Financial health with 401k plus employer match up to 4%
• Take care of your well-being through Wellness perks
• We invest in your future through Tuition Reimbursement and ongoing Learning & Development
• Save on taxes with Flexible Spending Accounts
• Peace of mind with Life and AD&D Insurance
• Protect yourself with company paid Long-Term Disability

Genesis understands experience comes in many forms, many skills are transferable, if your experience is this close to what we’re looking for, consider applying. We know that diversity of thought has made us the entrepreneurial and innovative company that we are today.

This position is remote, however, there will be times such as for training purposes or IT-related support that we ask employees to come onsite.

Genesis Financial Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.