Team Lead, Payment Processing

Description

Summary / Objective :   The  Team Lead for Customer Payment Processing  oversees daily payment-processing activities, including customer payments, unidentifiable payments, overpayments, refunds, and issue investigation, ensuring all work follows established policies and procedures. This role supports new associates by providing training, coaching, and hands-on guidance during their transition into the department. The Team Lead will also take on additional responsibilities as needed to support overall department operations. The ideal candidate has prior leadership experience or has supported teams across multiple processes, providing direction and assistance where needed. Reasonable accommodations may be made for individuals with disabilities.

• Support new agents transitioning from training to live production.
• Assist team members with account or process questions.
• Conduct coaching sessions and side-by-sides to identify strengths and improvement areas.
• Lead calibration sessions to ensure consistent understanding of processes and training materials.
• Provide temporary coverage for a supervisor when needed.
• Oversee daily team operations and performance.
• Lead effectively in a team environment and adapt to changes quickly.
• Delegate tasks and manage project timelines.
• Serve as the Subject Matter Expert (SME) for all account operations processes.
• Foster a positive, motivating team environment.
• Mentor and support team members in their development.
• Collaborate with other departments to support business needs.
• Identify performance gaps and improvement opportunities.
• Manage multiple priorities with minimal supervision.
• Communicate process challenges and recommend effective solutions.
• Provide actionable process improvement suggestions.
• Perform other duties as assigned.

Qualifications

Supervisory Responsibility This position has no supervisory responsibilities.   Work Environment and Physical Demands This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.   Position Type / Expected Hours of Work This is a full-time position with a work schedule of Monday-Friday with some schedule variations as needed.   Travel No travel is expected for this position. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. EEO Statement ACA provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. ACA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. California Privacy Notice   As an employer of California residents, we are dedicated to protecting your privacy rights. Any personal information you provide during the application process will be used solely for permitted internal purposes and will be handled in accordance with applicable privacy laws. By applying to this position, you consent to the collection, use, and disclosure of your personal information as described in our  Employee Privacy Notice .