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Farber Debt Solutions
Team Lead, Client Service Team (Remote)Farber Debt Solutions • Ontario, Ontario, Canada
Team Lead, Client Service Team (Remote)

Team Lead, Client Service Team (Remote)

Farber Debt Solutions • Ontario, Ontario, Canada
11 days ago
Salary
CA$50,000.00 yearly
Job type
  • Full-time
  • Permanent
  • Remote
Job description
Company Information

Farber is one of Canadas oldest largest and most respected debt solution providers. We help Canadians get out of debt and start rebuilding their lives again. Established in 1979 Farber has over 300 employees working across the country and has helped well over 200000 Canadians with their debt.

And now were embarking on our next stage of transformation & significant growth. To do that we are hiring experienced enthusiastic motivated innovative and client-centric team members to play critical roles in helping us reach our ambitious goals.

If this sounds exciting to you come join us to better serve the growing number of Canadians who are in need of financial help

Position Summary

Your primary responsibility as the Team Lead of the Client Service Team would be to motivate and assist the team to achieve the teams goals while keeping business goals in mind. It would be the responsibility of the Team Lead to create an atmosphere to support the staff on a daily basis and to support the Manager Client Service Team in managing the staff with achieving targets scheduling time off/shifts supporting the team with any needs reviews and training. The Team Lead would be expected to assist on the phone when needed and listen to calls to provide coaching and feedback. This role has the flexibility to work from home. As such must have high speed internet.

Responsibilities
  • Support the Manger Client Services Team and assists with scheduling and organizing shift patterns for other team members to ensure proper coverage
  • Keep track of attendance daily statistics sick time etc.
  • Answer team members questions assist with team members technical issues and oversee team members work for quality and conformity
  • Be available for the team
  • Onboarding new hires and training for success.
  • Develop maintain and apply the learned knowledge of our specialized industry
  • Provide encouragement to team members including communicating team goals and identifying areas for updated training
  • Promote a strong working relationship with team members to maximize productivity and develop positive team morale.
  • Listening to calls to identify areas of opportunity and improvement
  • Check quality of teams work and provide feedback when required
  • Keep team members aware of missed calls calls/webforms waitingand encourage them through positive communication and feedback
  • Identify areas for process improvement and work with the Manager Client Service Team to implement
  • Assist the team with booking appointments for potential new clients while providing some high-level screening
  • Conduct team meetings or one on one meetings to update members on best practices and continuing expectations
  • Prepare daily/weekly reporting as required
  • Learn/master our applications and assist the team with troubleshooting
  • Communicate by way of multiple channels to clients (Phone email SMS etc.)
  • Achievement of daily weekly monthly and quarterly team targets
  • Other duties as may be required.

Qualifications
  • 4-5 years of prior customer service experience
  • Experience working in the financial industry and/ or call center (an asset not a requirement)
  • 3 years of experience managing/leading a small team
  • Excellent customer service skills
  • Leadership qualities
  • Excellent problem-solving skills
  • Excellent communication skills both oral and written
  • Ability to regulate emotions and communicate with empathy tact and professionalism with both internal and external client
  • Natural ability to be empathetic to the situations our clients are facing
  • Proactive to assist support and advocate for the team
  • Excellent listening skills
  • Strong relationship building skills; able to manage multiple relationships
  • Detail oriented
  • Must be a team player
  • Highly motivated with a desire to be successful; strong desire to motivate others
  • Effective time management and multi-tasking skills
  • Experience with MS Office (Outlook Excel Word) Microsoft Dynamics
  • Remote work experience is an asset
Position:Team Lead Client Service Team
Location: Remote
Industry:Financial Services
Employment Type: Fulltime/Permanent
Salary:$50000-$60000 Bonus

Our Culture at Farber

At Farberwerein the business of helping people and that includes our own tocreatingan inclusive diverse andequitableworkplace that celebrates our people and their unique experiences.
Our dedicated culture committee organizes events recognition programs and celebrations throughout the year to foster connection and belonging.

Farber encourages applications from all qualified candidates who represent the diversity of Canada.
  • If you require any accommodations throughout the recruitment processincluding alternate interview formats accessible materials or any other accommodationswe encourage youto contact us at
We thank all candidates for submitting their resume however only those selected for an interview will be contacted.

Required Experience:

Manager


Experience: years
Vacancy: 1
Monthly Salary Salary: 50000 - 60000
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Team Lead, Client Service Team (Remote) • Ontario, Ontario, Canada

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