• Lead and develop the team through feedback, coaching, and training.
• Foster a positive work environment .
• Identify and support development opportunities.
• Set performance goals and conduct regular performance reviews.
• Maintain high customer satisfaction by ensuring prompt customer service and resolving issues on first contact.
•  Act as an escalation point and expert.
• Regularly monitor call quality to ensure adherence to raisin policies, compliance and provide performance coaching.
• Ensure efficient resolution of customer issues while maintaining high quality and Identify ways to improve team efficiency.
• Plan staffing needs ahead to optimize real-time capacity management.
• Own customer issues by identifying, researching, and resolving complex customer issues in a timely manner. 
• Research and resolve complex customer issues.
• Communicate effectively within the team and with stakeholders.
• Enhance customer communication for better satisfaction.

• Bachelor's Degree in relevant field is preferred; additional years of relevant experience may be considered in lieu of a degree.
• Financial Service experience is a must.
• 5+ years experience in customer service, including at least 2+ years within a contact center as a team lead in the financial services industry.
• Proven ability to build, motivate and lead a Customer service team. Experience in a remote or hybrid work environment is preferred.
• Excellent verbal and written communication skills.
• Strong critical thinking skills to make well-informed decisions by weighing evidence, considering alternatives, and anticipating potential consequences.
• Ability to interact with customers while staying calm under pressure, in volatile and demanding situations.
• Proven ability to build positive relationships and find agreeable solutions in tough/conflict situations.
• Strong analytical and data management skills.

At Raisin, we care about each other and it is one of our top priorities to foster an open and caring environment in which everyone feels welcome and comfortable. Our culture is strongly driven by our ambitious team, who are at the heart of our success. As part of our US team, you will benefit from:

• Flexible working hours and 28 vacation days.
• Personal training budget of $2,200 and 4 full training days per year.
• Access to Babbel for continuous learning.
• Company 401k contribution of 5%.
• Healthcare coverage contribution, including medical, dental and vision.
• Commuter benefits and flexible working from home policy.
• Regular team events and yearly Summer and Winter Party.