Supervisor, Specialty Services

2 weeks ago

Mississauga, Ontario, Canada CanCap Management Inc. Full time

Cancap Management Inc.("Cancap") is part of privately-owned Canadian national financial services company with multiple verticals across automotive, consumer, and merchant lending portfolios.

We manage the entire lifecycle of the finance receivable from credit adjudication through to contract administration, customer service, default management and post charge-off recoveries.

Cancap works with Automobile Dealer Partners to help clients finance the purchase of new and used vehicles.

When it comes to our customers, partners, and each other, we are always motivated by doing the "right thing".

We are always looking to find the best people and the right methods that allow us to meet this goal and look to the future for growth.

What your day and week could look like

Reporting to the Senior Manager, Specialty Services:

  • Inspires and motivates team and individuals to achieve service excellence.
  • Takes ownership of and resolves escalated customer & account issues.
  • Provides coaching and feedback to teammembers.
  • Delegates team workload across multiple clients.
  • Trains and develops new hires.
  • Renders problemsolving decisions within delegated authority and recommends solutions to leadership on policy and process topics.
  • Maintains and promotes Customer Service Mindset to our Clients and their customers both in their own daily tasks and within the team.
  • Collaborates with Corporate Quality Assurance to review adherence to processes and SLAs.
  • Evaluates and assists teammembers in their professional development, implements corrective action where opportunities exist.
  • Liaises with internal and external business partners to bridge crossfunctional opportunities.
  • Collaborates with colleagues on scheduling and maintaining adequate workforce distribution to meet business needs.
  • Hosts regular teammeetings to share updates, answer questions, promote energy & engagement.

What you can expect from us
Our Employee Experience is aimed at supporting and inspiring our talented team through:

  • A passionate team dedicated to the support and empowerment of others
  • An environment where creative, innovative thinking is encouraged
  • Health and dental coverage for you and your family
  • Time off to reenergize with a generous vacation entitlement of 15 days/year and personal days

What you bring:

  • Five (5) years customer service and collection experience in consumer lending environment (banking/financial services).
  • Team Leadership experience within a contact centre environment.
  • Satisfaction in achieving a high degree of accuracy within a fastpaced environment.
  • Ability to juggle competing priorities with a sense of urgency
  • Motivation and drive towards continuous learning and growth within your role and the company
  • Dependability and selfmotivation
  • Proficiency with lending software and Microsoft tools
  • Intermediate to advanced user experience with Excel, Word, and Outlook
  • Upbeat and resultsoriented team contributions
  • Confidence at problem solving, negotiating, and commonsense decision making
  • Analysis and logic with the ability to weigh risks
  • Creative thinking "outside the box" to solve problems
  • Outstanding ability build rapport over the telephone
  • Commitment to providing 'Raving Fan' customer service
  • Experience in Auto Financing is an asset
  • Bilingual (English/French) is an asset.

Additional Information

  • To be considered for employment you will need to successfully pass a criminal background check, and validation of your work experience.
Next Steps

Cancap is an equal opportunity employer and value diversity. We are committed to building and evolving a team reflecting a variety of backgrounds, perspectives, and skills.

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