Client Services Team Lead

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
• Ensure follow-ups, inboxes and workflow are completed
• Assist with the workload delegation and tracking
• Step in when in Client Services Manager is unavailable

Client Experience, Retention and Collections

• Handle escalated client concerns 
• Support retention efforts and client reactivation strategies
• Assist with collections by working with clients to reactivate files, deactivate files, and log chargebacks
• Maintain high-level client experience standards

Operations Support 

• Handle and make pay for delete calls 
• Make dispute removal calls when needed
• Assist with negotiations and resolution strategies to support client outcomes

Training & Accountability

• Assist with onboarding and coaching team members
• Reinforce scripts, policies and compliance
• Address performance gaps and support leadership actions

Leadership Expectations

• Take direction from leadership and execute effectively
• Communicate respectfully and professionally
• Remain composed under pressure
• Ensure dependable scheduling coverage

Required Skills

• Strong communication and conflict resolution
• Dependability and accountability
• 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