Team Lead
Small Business Administration Office of Disaster Assistance
- Assist in setting up and dismantling Disaster Recovery Centers to accommodate and aid both home and business applicants in applying for disaster loans.
- Provide explanations about the Disaster Loan program and address financial inquiries to assess repayment ability and potential referrals to FEMA for additional needs.
- Help applicants create accounts to facilitate the application process and ensure the secure handling of all Personally Identifiable Information (PII) in accordance with the ODA's Standard Operating Procedures.
- Assign applicants to Customer Service Representatives efficiently to minimize wait times and conduct status checks on loan applications as needed, explaining the reconsideration process when applicable.
- Willing and capable of training other Customer Service Representatives for Team Lead roles, having led multiple teams and overseen the quality of representatives' work while supporting staff development and ensuring adherence to established policies and procedures.
- Engaged with dignitaries and public figures in various settings to explain the program and demonstrate our community presence.
- Possess knowledge of tax filing requirements for different business entities, such as Corporations, Non-Profits, General Partnerships, and LLCs.
- Exhibit leadership qualities by maintaining positive and professional relationships with SBA and colleagues, fostering a productive and safe work environment.
- Act as a liaison between Customer Service Representatives, FEMA Staff, other agencies, and the Operations Incident Commander, submitting accurate daily reports promptly.
- Stay current with all required annual trainings and have worked in various centers, including DRCs, BRCs, DLOCs, MDRCs, CSC Call Center, and virtually.