Back Office Team Leader (Heredia)

About the role

The Back Office Team Leader will supervise and coach the Online Support staff, ensuring that customer issues are resolved accurately, efficiently, and in line with company policies and legal requirements. This position works closely with management to monitor performance, drive process improvements, and maintain high‑quality service.

Key responsibilities

• Assist in daily supervision of Online Support staff, guaranteeing timely and compliant issue resolution.
• Support management with administrative tasks, performance evaluations, recruiting, and departmental initiatives.
• Monitor and review work of Online Processors for accuracy and legal compliance.
• Conduct formal account reviews and provide one‑on‑one coaching.
• Compile daily KPI reports and perform monthly KPI analysis to identify trends.
• Review departmental procedures and recommend workflow, efficiency, and quality enhancements.
• Participate in testing and implementation of new systems, processes, and products.

Required profile

• High school diploma or equivalent.
• Minimum five years of customer service experience, preferably in a sales or call‑center environment.
• Experience in consumer lending or financial services with knowledge of relevant consumer‑protection laws.
• Proven experience leading support teams, conducting quality reviews, and mentoring staff.
• Strong problem‑solving, negotiation, and communication abilities.

Required skills

• Microsoft Office Suite
• Microsoft Outlook
• Call‑center systems
• Financial‑services systems