Team Lead, Customer Resolutions

International Luxury Hotel Association

. Coach and develop Customer Resolutions Coordinators .

Posted 9/21/2026full-timeMount Laurel • New Jersey • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading and developing teams within a call center environment, focusing on customer service excellence, compliance, and process improvement. Proficient in monitoring KPIs and implementing strategic solutions to enhance operational efficiency.

Highest-signal resume keywords

Team LeadershipCustomer Service ManagementKPI MonitoringProcess ImprovementConflict Resolution

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Center OperationsCustomer ResolutionsProcess AutomationCompliance ManagementKPI Analysis

Soft Skills

Strong Communication SkillsPersuasive DemeanorAdaptabilityConflict Management

Tools & Technologies

Microsoft OfficeWordExcelOutlook

Certifications & Qualifications

Bachelor’s Degree or Equivalent

Industry Keywords

Customer ServiceCollectionsERM Servicing GuidelinesInternal ControlsBackground Screening

About the role

Key responsibilities & impact

Coach and develop Customer Resolutions Coordinators
Provide strategic oversight and direction for Onity’s Call Center Operation Customer Resolutions department
Monitor KPIs and other metrics to achieve business objectives
Manage a diverse team of associates located in the US
Focus on retention, coaching, and professional development of high-performing associates
Oversee Customer Resolutions processes for timeliness, accuracy, and compliance
Plan for short-, medium-, and long-range business needs and provide solutions to Executive Management
Review departmental control reporting for compliance with internal and external ERM servicing guidelines
Update and implement internal controls and procedures as risks are identified
Ensure internal policies and procedures reflect compliance changes
Develop and document process enhancements and automation opportunities
Handle and manage real-time queries and escalations in the escalation queue

Requirements

What you’ll need

Bachelor’s degree or equivalent preferred
Minimum of one year experience leading a team in a call center environment
Minimum of two years experience in a customer service or collections environment
Proficient with Microsoft Office products, including Word, Excel, and Outlook
Strong written/verbal communication skills
Persuasive demeanor with ability to make rational decisions based on business expectations
Ability to deal with conflict and resolve in accordance with business unit requirements
Adapts well in a changing environment
Must pass the Company’s Background Screening process prior to beginning employment
May be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable
Must be flexible and available to work during listed business hours
Rotating Saturdays are required
Must be within commutable distance to Mount Laurel, NJ and able to work in the office as required

Benefits

Comp & perks

Competitive benefits
401(k) with company match after 1 year
Paid holidays
2 floating holidays per year
1 volunteer day per year
19 days of paid time off per year
Tuition assistance
Quarterly “Fun at Work” events
Opportunity for yearly merit increase in compensation
Medical, dental and vision coverage
Company-paid life, accident and disability coverage
Programs for mental, physical and financial wellness
Generous paid time off