Team Lead (Intake & Online Room)

The Team Lead (Intake & Online Room) is responsible for leading and overseeing the daily operations of both the Intake and Online Room teams, ensuring accuracy, compliance, and productivity across all processing functions. This role leads and inspires a diverse team, manages onboarding and training, defines and tracks key performance indicators, and uses data to drive accountability and continuous improvement. The Team Lead oversees the online title and registration processes across multiple states, serves as a go-to resource for processing questions and troubleshooting, and collaborates cross-functionally with other departments to resolve intake or processing bottlenecks, all while fostering a positive, inclusive, and cooperative team environment.

Schedule: Monday-Friday, 8:30am-5:00pm
Compensation: $24-$27/hr

Essential Job Duties

• Lead and inspire a diverse team across both the Intake and Online Room, fostering a positive and inclusive work environment.
• Oversee team performance by providing mentoring, coaching and opportunities for development
• Use data to make informed decisions and drive accountability across both teams.
• Manage all aspects of new hire onboarding and training to ensure smooth integration and preparedness.
• Define, track, and report on key performance indicators (KPIs) to measure team productivity.
• Collaborate cross-functionally with other departments to resolve intake or processing bottlenecks.
• Monitor workload distribution and adjust resources as needed to maintain efficiency across both teams.
• Identify workflow inefficiencies and apply process improvement principles to resolve them.
• Oversee the online title and registration processes of multiple states.
• Maintain accurate documentation of team processes and state knowledge.
• Serve as a go-to resource for processing questions and troubleshooting for both the Intake and Online Room teams.
• Adapt quickly to shifting priorities, new procedures, and evolving business needs.
• Contribute to a positive, cooperative, and respectful team environment.
• Perform other duties as assigned by management.

Required Qualifications – Required qualifications to effectively perform the job. An equivalent combination of education, training and experience will be considered. (Additional requirements may be designated by position.)

• High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred.
• Prior experience in a lead, supervisory, or mentoring capacity preferred.
• Experience using online vehicle title and registration systems such as Transtitle, Avocado, VITU, CVR, or similar platforms preferred.

Knowledge, Skills and Abilities – May be representative, but not all-inclusive, of those knowledge, skills and abilities commonly associated with this position.

• Proficiency in Microsoft Office Suite, including Outlook, Excel, and Word.
• Ability to lead and inspire a diverse team, fostering a positive and inclusive work environment.
• Ability to manage all aspects of new hire onboarding and training to ensure smooth integration and preparedness.
• Ability to define, track, and report on key performance indicators (KPIs) to measure team productivity.
• Ability to collaborate cross-functionally with other departments to resolve intake or processing bottlenecks.
• Strong understanding of process improvement principles and the ability to identify workflow inefficiencies.
• Ability to serve as a go-to resource for processing questions and troubleshooting.
• Ability to monitor workload distribution and adjust resources as needed to maintain efficiency.
• Adaptability to shifting priorities, new procedures, and evolving business needs.
• Strong analytical and critical thinking skills to identify, troubleshoot, and resolve processing issues.
• Strong written and verbal communication skills.
• Strong attention to detail and commitment to producing accurate, high-quality work.
• Ability to maintain accurate documentation of team processes and state knowledge.
• Ability to adapt quickly to changing priorities, regulations, and operational needs.
• Ability to contribute to a positive, cooperative, and respectful team environment.
• Ability to maintain confidentiality while handling sensitive customer and vehicle information.

Benefits

At ACERTUS. we believe our employees are our greatest asset. That's why we offer a comprehensive benefits package designed to support your health, financial well-being, work-life balance, and professional growth.

• Medical, Dental, and Vision
• Voluntary Life/Disability, Accident, Critical Illness, and Hospital Indemnity
• Company Paid Basic Life and Long-Term Disability
• Company Paid Time Off (PTO)
• 7 Company-Paid Holidays plus 1 Floating Holiday
• 401(k) with company match
• Tuition Reimbursement, Financial wellness resources, Retirement planning, and legal services
• Employee discount programs
• Complimentary Grubhub+ membership
• Casual dress code

Work Environment – Environmental or atmospheric conditions commonly associated with the performance of the functions of this job.

• General office conditions. Exposed to moderate noise levels.

Physical Abilities - Activities that are commonly associated with the performance of the functions of this job. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Required to use close vision and be able to focus.
• Regularly required to talk and hear; frequently required to sit, stand and bend at the knee and waist, and walk.
• Must be able to have repetitive wrist, hand and/or finger movement to type and work on computer.
• Must have finger dexterity and hand-eye coordination to work on computer, telephone, and related office equipment.
• Regular attendance is a necessary and essential function.

This job description is intended to describe the general nature and level of work being performed and is not an exhaustive list of all duties, responsibilities, or qualifications. Employees may be required to perform other reasonably related duties as assigned to meet business needs. ACERTUS reserves the right to modify, revise, or update job duties, responsibilities, and requirements at any time.