Team Lead, Client Service Team

2 weeks ago

Toronto Montreal Calgary Vancouver Edmonton Old Toronto Ottawa Mississauga Quebec Winnipeg Halifax Saskatoon Burnaby Hamilton Victoria Surrey London Halton Hills Regina Markham Brampton Vaughan Kelowna Laval Southwestern Ontario R, Canada Farber Debt Solutions Full time

Team Lead, Client Service Team (Remote) Farber Debt Solutions is one of Canada’s 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 across the country and has helped well over 200,000 Canadians with their debt. Position Summary Your primary responsibility as the Team Lead of the Client Service Team will be to motivate and assist the team to achieve its goals while keeping business objectives in mind. The Team Lead will create a supportive environment for staff, assist the Manager in managing staff performance, scheduling, and training, provide coaching, and support the team on calls when needed. This role is remote and requires high‑speed internet. Hours of work: Monday to Friday: 8:30 am – 5 pm E.S.T. Remote support after hours or on Saturday may be required. Responsibilities Support the Manager and assist with scheduling and organizing shift patterns for the team. Track attendance, daily statistics, sick time, etc. Answer team member questions, solve technical issues, and review work for quality. Be available for the team and conduct onboarding and training. Maintain and apply industry knowledge and promote a strong working relationship among team members. Listen to calls to identify improvement opportunities. Check work quality and provide feedback. Keep team members informed of missed calls and pending webforms, encouraging positive communication. Identify process improvement areas and work with the Manager to implement solutions. Assist with booking appointments for potential clients and perform high‑level screening. Conduct team meetings or one‑on‑one meetings to share best practices. Prepare daily and weekly reporting as required. Learn and troubleshoot company applications. Communicate with clients through phone, email, SMS, etc. Achieve daily, weekly, monthly, and quarterly team targets. Perform other duties as required. Qualifications 4‑5 years of customer service experience. Experience in the financial industry or call center (asset, not required). 3+ years of managing or leading a small team. Excellent customer service, leadership, problem‑solving, and communication skills (oral and written). Ability to regulate emotions and communicate with empathy, tact and professionalism. Natural empathy toward clients’ situations. Proactive support and advocacy for the team. Strong listening and relationship‑building skills. Detail‑oriented and a team player. High motivation and desire to motivate others. Effective time‑management and multi‑tasking skills. Experience with MS Office (Outlook, Excel, Word) and Microsoft Dynamics. Remote work experience is an asset. Our Culture at Farber At Farber, we are committed to helping people, and this ethos extends to our employees and partners. We strive for an inclusive, diverse, and equitable workplace. We celebrate diversity through events, awards, and community holidays. Farber encourages applications from all qualified candidates who represent the diversity of Canada. We welcome accommodations throughout the recruitment process. Please contact us at careers@farbergroup.com. We thank all candidates for submitting their resume; only those selected for an interview will be contacted. #J-18808-Ljbffr

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