FirstFed Financial Corp.

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Call Center Rep IV - Team Lead

at FirstFed Financial Corp.

Posted: 9/19/2019
Job Status: On Call
Job Reference #: 31879

Job Description

  • LocationUS-CA-Pasadena
    Job ID
    # Positions
    Job Family
    Operations - Customer Service
  • Overview

    Founded in 1908, CIT (NYSE: CIT) is a financial holding company with approximately $50 billion in assets as of Dec. 31, 2017. Its principal bank subsidiary, CIT Bank, N.A., (Member FDIC, Equal Housing Lender) has approximately $30 billion of deposits and more than $40 billion of assets. CIT provides financing, leasing, and advisory services principally to middle-market companies and small businesses across a wide variety of industries. It also offers products and services to consumers through its Internet bank franchise and a network of retail branches in Southern California, operating as OneWest Bank, a division of CIT Bank, N.A. For more information, visit


    • Coaches and trains staff utilizing expertise and guidance on operational issues and risks that relate to their positions
    • Receives, answers, and resolves escalated issues from agents and customers
    • Role models on a daily basis the CIT / OneWest Bank standards with team members and customers
    • Supports the Bank's commitment to building relationships "One Customer at a Time" through solid operation quality controls
    • Strategizes to exceed Call Center metrics in the areas of building relationships, schedule adherence, operational integrity, and call monitoring
    • Ensures consistent adherence and authentication of policies and procedures
    • Coaches and mentors Call Center Agent(s)


    • High School Diploma required/Bachelor's Degree preferred
    • Preference for candidates to have previous banking experience and working knowledge of bank products and services
    • Must have prior experience within a call center
    • Experience in ensuring compliance with all governing regulations, especially the Bank Secrecy Act requirements