Reverifications Team Leader

Role Description

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

This is a full-time, work-from-home/remote position. The hourly rate will be $23-$27 per hour depending on experience. Normal operating hours will be from 9:00am-5:30pm ET. Work equipment is provided.

#LI-REMOTE

Essential Functions

• 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 Reverifications 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 reverification 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 reverifications.
  • Liaise with other departments to ensure seamless integration of the reverification 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.

Qualifications

• 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.
• Strong knowledge of financial and employment reverification 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 communication and interpersonal skills.
• High level of integrity and professionalism.
• Ability to work in a fast-paced environment and manage multiple priorities.

Requirements

• Remote/work-from-home environment; team members are expected to adhere to company policies and remote work guidelines.
• High-speed internet is required.
• A distraction-free setting conducive to continuous work and provides confidentiality required.
• May require flexibility in hours.

Benefits

• A friendly, supportive environment which is highly rated by Xactus employees.
• Medical, vision and dental insurances.
• Bonus programs.
• Fitness reimbursement and other healthy lifestyle programs.
• 401k plan with a company match.
• Short and long-term disability.
• Life insurance, accident and critical illness insurance.
• Health savings account, flexible spending account.
• Employee assistance program, legal services, employee discounts and more.