VOE Team Leader

We are currently hiring for the following shifts:
11:30am - 8:00pm ET
12:30pm - 9:00pm ET

About the role

This role plays a pivotal role in the accuracy and efficiency of our verification processes, providing exceptional service to both internal and external clients. The Verifications Team Leader is a key player in coaching and training the team, driving process improvements, and ensuring effective communication across various departments and stakeholders.

Responsibilities

• Performance Monitoring: Monitor team performance, set and track performance metrics, and implement performance improvement plans in the following areas:
  • Productivity
  • Quality performance
  • Turnaround Time
  • Oversight
  • Customer Satisfaction
  • Hold Time Management
• Escalation Management: Act as a point of escalation for challenging client issues, resolving conflicts, and ensuring timely resolution.
• Team Leadership and Management:
  • Oversee the daily operations of the verifications team.
  • Provide leadership and direction to team members, ensuring high performance and adherence to company standards and procedures.
  • Conduct regular team meetings and one-on-one sessions to review performance and provide constructive feedback.
• Coaching and Training:
  • Identify training needs and organize training sessions to enhance team skills and knowledge.
  • Mentor team members to help them achieve their career goals and improve their performance in financial and employment verification processes.
• Process Improvement:
  • Continuously assess and improve verification processes for greater efficiency and accuracy.
  • Implement best practices and innovative solutions to streamline workflows and enhance the verification process.
• Reporting and Communication:
  • Prepare and present reports on team performance, process metrics, and improvement initiatives.
  • Act as the primary point of contact for internal and external communication related to verifications.
  • Liaise with other departments to ensure seamless integration of the verification process.
• Problem Solving:
  • Address and resolve complex issues in verification processes, providing effective solutions in a timely manner.
  • Facilitate discussions to address challenges and roadblocks faced by the team.
• Client Interaction and Customer Service:
  • Engage with clients to understand their needs, respond to inquiries, and maintain strong professional relationships.
  • Ensure high standards of customer service and client satisfaction.
• Quality Control and Compliance:
  • Monitor the accuracy of verifications performed by the team.
  • Ensure compliance with legal and regulatory requirements related to financial and employment verifications.
• Training and Development: Identify training needs within the team and provide ongoing training and development opportunities to enhance team members' skills and knowledge.

Requirements

• High School diploma or equivalent required; Associate’s degree in business or related field desired.
• Proven experience in a supervisory or leadership role, preferably in verifications or a related area.

Skills

• Strong written and verbal communication skills.
• Strong knowledge of financial and employment verification processes.
• Proficient in data analysis and reporting.
• Ability to lead and motivate a team, with strong coaching and mentorship skills.
• Excellent problem-solving, organizational, and analytical skills.
• Superior interpersonal skills.
• High level of integrity and professionalism.
• Ability to work in a fast-paced environment and manage multiple priorities.

Working Conditions

Traditional office environment with low-to-moderate office noise (computers, phones, and business conversations) or the position may be remote from main offices. May require flexibility in hours.

Physical Demands

• Lifting/carrying up to 10 lbs.
• Manual dexterity for computer work.
• Speaking, hearing, and vision are required to perform essential functions.

Candidates must be a resident of the United States and authorized and eligible for employment in the United States. Xactus does not provide visa sponsorship at this time. Employment is contingent upon successful completion of required background checks and pre-employment drug screening.