Team Leader

Team Leader

Santa Ana, CA

The Public Records Analyst Team Leader is responsible for the day-to-day operations and performance of an assigned team of Public Records Analysts who perform tenant screening services for property management clients using multiple criminal and civil court data resources to screen an applicant’s public records history. This includes but is not limited to assisting Public Records Analysts improve their product and industry knowledge, answering questions, coaching problem-solving techniques, providing guidance for communicating with clients, performing quality assurance, mentoring/training PRA I, II and III employees, providing input into performance reviews, and promoting a positive work environment. Additionally, the Team Leader has administrative responsibilities that include tracking/addressing daily volume needs, troubleshooting vendor outages, updating/maintaining public records manuals, helping with preparing/conducting team meetings, assisting in improving efficiencies in the department, resolving issues, escalating concerns, conducting interviews on new hire candidates, and providing coverage for the Public Records Manager.

Responsibilities

  • Facilitates training for new hires and Public Records Analysts I, II and III
  • Monitors volumes throughout the day and acts accordingly based upon this data
  • Assesses public record data to ensure algorithms are working correctly
  • Works closely with IT on algorithm enhancements to improve automation based on new data as well as changes to existing data in various jurisdictions.
  • Applies team operating mechanisms to achieve business objectives
  • Leads the team through quality methods and practices while continuously assessing improvement opportunities
  • Mentors others on quality methods and techniques
  • Applies software practices to drive quality and testability of products and services
  • Proven data analysis, data verification, and problem-solving abilities and be able to work in a fast-paced environment and closely with management
  • Builds an internal and external network to leverage best practices and technologies
  • Utilizes tools to analyze, query and manipulate data according to defined business procedures
  • Continuous review of software algorithms contingent upon data discoveries and anomalies
  • Assists manager in managing day-to-day operations to ensure deadlines are met
  • Assists with reviewing and implementing policies and procedures
  • Monitors individual and team performance metrics for continuous improvement
  • Mentors and acts as a role model for new hires and Public Records Analysts I, II and III
  • Resolves day-to-day team member questions / issues and escalates as needed
  • Updates and maintains PR Manual, URL spreadsheet and vendor instructions
  • Interviews candidates and work with management to hire the best fit for the job and team
  • Coordinate demos and administer interview assessment tests for potential hiring candidates
  • Promotes a positive team first environment
  • Handles inter-departmental calls efficiently, effectively and professionally when responding to customers’ requests and challenging customer situations or responses
  • Communicates effectively with all departments to resolve issues or concerns
  • Understands and complies with company resident screening practices, safeguards, policies and legal compliance regulations
  • Meets company-established Public Records standards for service (e.g., TAT’s under 15 minutes)
  • Achieves productivity standards while maintaining the highest level of service (e.g., meets or exceeds all departmental goals)
  • Identifies and implements needed vendor changes in the event of an outage
  • Communicate/follow up with vendors regarding turnaround times or issues
  • Assists with creating new and/or enhance existing custom procedures for clients and efficiencies for the department
  • Acts as a subject matter expert for all products, policies and procedures
  • Serve as the “go-to” person for other departments when the Manager is unavailable
  • Assists Manager when and where required
  • Four (4) year college degree or equivalent experience
  • 2 - 4 years of resident screening experience
  • Previous operations leader or supervisory experience preferred
  • Proven experience mentoring, coaching and training other team members
  • Demonstrates an ability to nurture a cooperative, team-oriented environment
  • Demonstrates industry and Resident Screening expertise

Requirements

  • Ability to meet critical deadlines and prioritize multiple tasks in a fast-paced environment
  • High level understanding of automation scripts and functions and development needs
  • High level of understanding of relational databases as relates to public records data
  • In depth knowledge of criminal and civil court data
  • High attention to detail and strong organizational skills
  • Experience using a case management (“CRM”) or sales database system
  • Excellent written and verbal communication skills
  • Ability to work at assigned office location
  • Attend meetings and perform tasks for long periods of time on a computer
  • Regular attendance and a regular work schedule are an essential function of this job

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Location

Santa Ana, CA

Business Unit
Resident Screening
Department
Operations
Employment Type
Employee- Full Time