Team Lead, Client Service Team

Company Information Farber 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 working across the country and has helped well over 200,000+ Canadians with their debt. And now, we’re 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 team’s 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. Hours of work Monday to Friday : 8 : 30am – 5pm E.S.T. You may be required to provide remotesupport to the team afterhours or on a Saturday. 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 member’s questions, assist with team member’s technical issues, and oversee team member’s 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 team’s work and provide feedback when required Keep team members aware of missed calls, calls / webforms waiting,and 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 Our Culture at Farber At Farber, we’re in the business of helping people—and this ethos extends not only to our clients, but to our employees and partners. We are committed to taking action and to delivering an inclusive, diverse, and equitable workplace that our staff experience every day. This commitment also shapes our culture, which is one of a kind and unique. We are proud to have a dedicated culture committee who organize events, and consists of staff volunteers. They hand out awards for recognition and support the many holidays in our community to celebrate our inclusive and diverse workforce at Farber. Farber encourages applications from all qualified candidates who represent the diversity of Canada. If you require any accommodations throughout the recruitment process—including alternate interview formats, accessible materials, or any other accommodations—we encourage you to contact us at careers@farbergroup.com. We thank all candidates for submitting their resume, however, only those selected for an interview will be contacted. #J-18808-Ljbffr