Job Description
Full job description
Summary of Position:
The Customer Service Team Leader is responsible for providing oversight, support, and direction to the Customer Service team to ensure high-quality service delivery to Eastern Funding clients. This role
balances individual case management with leadership responsibilities, including training, performance monitoring, and process improvement.
The Team Leader will serve as the primary point of escalation for customer issues and will collaborate closely with internal departments such as Loan Servicing, Collections, and Legal to ensure timely and
accurate resolution of client concerns. The role requires a high level of professionalism, organizational ability, and a deep understanding of customer service best practices.
Responsibilities:
Supervise daily operations of the Customer Service team to ensure all inquiries, requests, and complaints are addressed accurately and in a timely manner.
Support team members in responding to client inquiries via phone, email, and in person. step in as needed to handle escalated or complex cases.
Review and audit customer cases for accuracy, tone, and completion; ensure follow-up actions are documented appropriately.
Coach team members on customer service techniques, systems usage, and communication standards.
Assist with onboarding and training of new hires; maintain up-to-date training materials.
Monitor team productivity and service levels, report performance metrics and key trends to the VP.
Coordinate the preparation and timely delivery of Welcome Packages for newly funded loans.
Oversee processing of payoff requests, ACH updates, non-material modifications, and UCC terminations.
Ensure that all communication and case handling is compliant with internal policies and applicable regulations.
Assist in updating Customer Service sections of the EF Operations Manual and Sarbanes Oxley memos.
Organize and facilitate regular team meetings and one-on-one check-ins to align on goals and address concerns.
Collaborate with other department leads to streamline processes and resolve cross functional issues.
Maintain working knowledge of all customer accounts and be prepared to provide updates during leadership or departmental meetings.
Support administrative duties such as order management (supplies, food), mail handling, and document storage (e.g., Shredder and Citi-storage).
Background, Experience and Requirements:
Minimum of 3-5 years of customer service experience, preferably within banking, finance, or commercial lending.
Prior supervisory or leadership experience preferred.
Excellent verbal and written communication skills.
Strong ability to multitask, problem solve and manage competing priorities.
Proven ability to work independently while also leading a team.
Collaborative approach and ability to build positive relationships with peers and other departments.
Proficiency in Microsoft Excel, Word, and TValue; familiarity with customer account software systems.
Bilingual preferred.
Experience working in fast-paced environments and with diverse clientele is a plus.
Summary of Position:
The Customer Service Team Leader is responsible for providing oversight, support, and direction to the Customer Service team to ensure high-quality service delivery to Eastern Funding clients. This role
balances individual case management with leadership responsibilities, including training, performance monitoring, and process improvement.
The Team Leader will serve as the primary point of escalation for customer issues and will collaborate closely with internal departments such as Loan Servicing, Collections, and Legal to ensure timely and
accurate resolution of client concerns. The role requires a high level of professionalism, organizational ability, and a deep understanding of customer service best practices.
Responsibilities:
Supervise daily operations of the Customer Service team to ensure all inquiries, requests, and complaints are addressed accurately and in a timely manner.
Support team members in responding to client inquiries via phone, email, and in person. step in as needed to handle escalated or complex cases.
Review and audit customer cases for accuracy, tone, and completion; ensure follow-up actions are documented appropriately.
Coach team members on customer service techniques, systems usage, and communication standards.
Assist with onboarding and training of new hires; maintain up-to-date training materials.
Monitor team productivity and service levels, report performance metrics and key trends to the VP.
Coordinate the preparation and timely delivery of Welcome Packages for newly funded loans.
Oversee processing of payoff requests, ACH updates, non-material modifications, and UCC terminations.
Ensure that all communication and case handling is compliant with internal policies and applicable regulations.
Assist in updating Customer Service sections of the EF Operations Manual and Sarbanes Oxley memos.
Organize and facilitate regular team meetings and one-on-one check-ins to align on goals and address concerns.
Collaborate with other department leads to streamline processes and resolve cross functional issues.
Maintain working knowledge of all customer accounts and be prepared to provide updates during leadership or departmental meetings.
Support administrative duties such as order management (supplies, food), mail handling, and document storage (e.g., Shredder and Citi-storage).
Background, Experience and Requirements:
Minimum of 3-5 years of customer service experience, preferably within banking, finance, or commercial lending.
Prior supervisory or leadership experience preferred.
Excellent verbal and written communication skills.
Strong ability to multitask, problem solve and manage competing priorities.
Proven ability to work independently while also leading a team.
Collaborative approach and ability to build positive relationships with peers and other departments.
Proficiency in Microsoft Excel, Word, and TValue; familiarity with customer account software systems.
Bilingual preferred.
Experience working in fast-paced environments and with diverse clientele is a plus.
💡 Quick Summary
Seeking a career-building opportunity? The Customer Service Team Lead - New York position is now open for candidates interested in the Bank Jobs sector. This role in New York City offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
