OnDeck is hiring a

Customer Service Team Lead

Arlington, United States

What excites us at OnDeck? Technology. Innovation. Small businesses. We believe in our team members and power their growth through challenging them every day and offering inspiring careers. We’re all about teamwork, passion and making an impact. Oh and having fun – Whether it’s community service events, book club meetings, team get-togethers or weekly social hours in the office.

OnDeck (ONDK) uses data aggregation and electronic payment technology to evaluate the financial health of small and medium sized businesses to efficiently deliver capital to a market underserved by banks. Through the OnDeck platform, millions of small businesses can obtain affordable loans. We are changing the way small businesses borrow money by combining our passion for Main Street with cutting-edge technology. We evaluate businesses based on their actual performance, not personal credit, and that’s enabled us to say “yes” more often and faster than traditional lenders.

Department description:

Our passion and mission in Operations is to provide small businesses and internal stakeholders with an amazing credit delivery and servicing experience. We work hard as a team to build and operate the most frictionless and scalable environment for small business credit delivery and service. We continuously invest in people, automation through technology, and efficiency through process optimization. Our team thrives on our culture – We are passionate about having fun, being open and empowering team members.

As a Customer Service Team Lead at OnDeck, you will:

  • This person will be responsible for leading/supervising/coaching Customer Service Team Members, handling issues that are escalated, jumping in to support when necessary (the consummate coach/player) and being a main point of contact to for the Customer Service team.
  • Supervise the on-boarding of new staff, ensure adherence to service level agreements and quality targets, help lead team meetings and takes ownership of strategic projects.
  • This role is a training ground for someone who wants to grow their career at OnDeck managing large groups of people and more complex processes.
  • A Customer Service Team Lead takes charge of the team they lead, they are a manager’s right hand person and is able to supervise the team in their manager’s absence.
  • Find solutions to meet the needs of our customers and our internal teams to resolve problems and address exceptions.
  • Create an environment of continuous improvement and staff engagement. Proactively implement process improvements to ensure service quality, service level agreements and Operational Excellence.
  • Update workflows, documents and reporting related to process, regulatory and compliance changes.
  • Handle multiple incoming requests through LiveChat, phone, and email and provide in-depth, knowledgeable answers
  • Perform other duties as assigned

Necessary qualifications for success:

  • You have experience in a Senior or Team Lead role and have a strong focus on service
  • You have a positive attitude, are team oriented, social, and fun to work with
  • Feels empowered to help solve escalated issues. Works towards making a wrong a right
  • You are technically minded and love keeping up with the latest technology
  • You are flexible and adaptable to change
  • You are able to multitask at a very high level and maintain multiple deadlines
  • You have proficiency in Microsoft Outlook, Word, and Excel
  • Experience using Salesforce is a plus
  • Banking/finance experience is a preferred, but not a deal breaker
  • You have a Bachelor’s degree, and have excellent verbal and written communication skills
  • Take ownership for problems and solutions requiring limited input from managers
  • Understand decision that can be made independently vs. those that require escalation
  • Be able to synthesize ideas and present them
  • Build strong and productive cross-functional relationships
  • Effectively coach and mentor staff on their team

What we offer you:

  • An open-minded, collaborative workplace, which will both challenge you and celebrate your work.
  • A workplace full of bright, interesting, enthusiastic colleagues.
  • Medical/dental/vision insurance, 401k matching program, flex spending plan and life insurance.
  • Paid/flexible vacations and holidays.
  • If you’re sick just stay home and feel better.
  • Summer & Holiday outings with the entire office!
  • Happy hour every Wednesday.
  • Fully stocked kitchen with snacks and drinks

As part of our dedication to maintaining an inclusive and diverse workforce, OnDeck provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, OnDeck complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 

OnDeck expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of OnDeck’s employees to perform their job duties may result in discipline up to and including discharge.

**No external recruiters or agents, please.**

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