Team Lead, Virtual Bank

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 frontline by helping them provide best in class service through three simple principles:

“Build a Relationship, Make it Easy, and Think Ahead”

This position requires someone who consistently strives to satisfy clients by providing a memorable banking experience via telephone, email, web chat and social media. Accuracy, efficiency and confidentiality are key responsibilities in carrying out specific duties. Our representatives are the first point of contact with current and future customers, so maintaining timely and efficient responses is very important to the continued success of Lending Club.



What You'll Do

• Manage a team of CSA I Level staff (10-15 associates)
• Ensure that advisors are fully trained and performing at department standards.
• Communicate performance expectations and develop timely coaching plans to meet and exceed standards. Develop and deliver employee performance plans for employees that do not meet department performance standards
• Holds weekly coaching sessions with each individual on their team.
• Complete and review performance evaluation reports for each advisor on a monthly basis.
• Approve Timecards and ensure time off is entered accurately. Maintain rep attendance, tardy and incomplete work shifts spreadsheet. Monitor advisor attendance, incomplete work shifts and break times to ensure compliance with department policy.
• Generate and monitor Customer Service contests for the month.
• Handle related employee issues as they arise.
• Participate in monitoring calibration sessions.
• Participate in hiring/recruiting/interviewing and training as needed.
• Maintains a sense of confidentiality as it pertains to personnel issues
• Business Information: Keeps abreast of company guidelines and policies.
• Maintains an excellent understanding of Radius Bank products and services, procedures, policies and appropriate regulatory issues in relation to deposit and transaction accounts.
• Participates in team activities including team meetings, facilitation of team meetings, sharing knowledge, contributing to team meeting agendas, and sharing and reaching team goals.
• Participates in Companywide Committees and Initiatives as a representative of the team. Proactively identifies areas that impact the customer experience and team.
• Follows policies outlined in the Department Guidelines.
• Perform all duties of a CSA I & II when required including handling calls, emails, chats, and social media requests as needed.
• Must be available to work 8:30am-5pm or 11:30am-8:00pm based on the needs of the bank.
  
  

ENVIRONMENT & PHYSICAL DEMANDS

• Must be able to sit, stand, bend and lift up to 15 lbs.
• Sitting/Standing for 90% of the time
• Requires ability to use keyboard up to 8 hours
  
  

Non-Essential Duties

• Responsible for performing miscellaneous assignments as required to aid Radius Bank team members
• Required to be available for flexible scheduling and overtime as needed, attend job-related meetings, seminars and training sessions as requested
• Occasional Travel for training or other work-related activities
  
  

About You

• High School Diploma or GED.
• Demonstrated proficiency in the CSAII role and have successfully completed all items in the CSAIII in-training checklist.
• Demonstrates leadership qualities including being approachable and a good listener as well as self-control in stressful situations
• Demonstrated competency in coaching and motivating the customer service team to exceed customer expectations
• Complete understanding of the call center, operations and performance metrics.
• Ability to handle customer inquiries, complaints, with a strong understanding of customer service policy and procedures.
• Demonstrates leadership and able to work independently with minimal direction
• Demonstrated competency in the ability to analyze, organize and make sound decisions and knowledgeable recommendations.
• Ability to multitask in a fast-paced environment.
• Strong organizational skills and detail oriented.
• Experience with electronic applications such as online chat, online banking, mobile banking and ATM/Debit transactions.
• Ability to process accurate and detailed paperwork; excellent verbal and written communication skills.
• Ability to use/learn current technology and software applications related to the position.
• Displays positive, professional tone, exhibits empathy when required, deliver key attributes and provide a Superior experience for the customer.
• Strong computer skills with the ability to navigate between different platforms regularly.
• Proficient use of Microsoft Office products including drafting documents/reports, basic formulas, and communication using: Word, Excel, and Outlook.
  
  

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.