What are the responsibilities and job description for the Team Lead, Member Recovery position at LendingClub?
Current Employees of LendingClub: Please apply via your internal Workday Account
LendingClub Corporation (NYSE: LC) is the parent company of LendingClub Bank, National Association, Member FDIC. We are the leading digital marketplace bank in the U.S., having helped our nearly 5 million members secure over $90 billion in loans to refinance high-cost debt and achieve their financial goals. Members today have mobile-first access to a growing range of products and services designed to work seamlessly together to deliver value in new ways. Everyone deserves a better financial future, and our team is committed to making that a reality. Join the Club!
About the Role
Here at LendingClub, we take pride in helping our customers through our ethos of service: Lending Care. As leaders in the market, we seek individuals who are excited about their career, inspired by our vision and embody our values. In this role, you’ll have the opportunity to empower our front-line by helping them provide best in class service through three simple principles: “Build a Relationship, Make it Easy, and Think Ahead”LendingClub is seeking an experienced people leader to join our fast-paced Member Recovery Team. This individual will demonstrate a strong commitment to excellent customer service and first party collections. Our Member Recovery Team plays a key role in LendingClub’s commitment to our investors and the trust they place with us to maximize their returns. We are dedicated to understanding the life events that impact our borrowers and tailoring solutions that accommodate their needs. Our management approach is data-driven; we utilize key performance metrics, testing, and new technology to continually enhance our servicing capabilities. Our fast-paced, dynamic team environment involves a multichannel approach (phone/chat/SMS).
We seek to find someone with experience in all phases of account servicing/collections in a call center environment in consumer finance/lending. Ideal candidates will also possess experience in all phases of delivering this service, coaching, managing, measuring success, and driving performance excellence in our team. Experience base might also include a role in Sales or other customer-facing roles, as well as time managing in an open, collaborative, and innovative culture.
What You'll Do
- Lead and manage a team of 10-15 Member Recovery Specialists
- Drive execution of Collections strategy while playing a key role in providing feedback to management and business partners on effectiveness challenges, needed tools, and skill gaps
- Leverage weekly 1:1s, real-time coaching, and call monitoring to provide actionable feedback aimed at development of your team members to strive towards exceeding performance expectations and metrics
- Assist in taking escalated calls and providing coaching that focuses on upskilling agent competencies and confidence in taking ownership of challenging situations
- Develop a great team culture with a heavy focus on using performance data and engagement initiatives to drive team successes that align with key business objectives.
- Ensure adherence to regulatory requirements and proper collections practices to maintain compliance and protect customers.
About You
- 2 years in a leadership or elevated role supporting Loss Mitigation/Collections/Customer Service/Sales
- 3 years’ work experience in customer-facing operations
- Ability to drive consistent process improvement and apply innovation in a fast paced, evolving environment
- Experience creating Development Plans that are wholistic, tailored to individual performers, and contain clear action plans.
- Strong Analytical and problem-solving skills
- Excellent verbal and written communication skills with strong attention to detail
- High School Diploma or GED
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LendingClub is an equal opportunity employer and dedicated to diversity, equity, and inclusion in the workplace. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), gender, gender identity, gender expression, sexual orientation, age, marital status, veteran status, disability status, political views or activity, or other applicable legally protected characteristics. We believe that a variety of perspectives will make our teams and business stronger as we work together to transform the traditional banking system.
We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact us at interviewaccommodations@lendingclub.com.
