Manager, Portfolio Services

3 months ago

Burnaby, Canada TFG Financial Corporation Full time

**Results, recognition and rewards**

TFG’s culture is results, recognition and rewards based, with a focus on achieving results in a high performing team environment.

TFG Financial Corporation, as part of the Travelers Financial Group of Companies, is one of the largest independent commercial equipment finance companies in Canada. Our mission and purpose is to be our customer’s first choice by making equipment financing easy while providing a wide range financing solutions. Together, through our core principles, we help our partners to achieve what’s important in their business.

TFG is an equal opportunity employer and believes in providing a diverse and inclusive workplace where all team members have an opportunity to succeed.

**Job responsibilities**

The Manager, Portfolio Services is responsible for ensuring a team of Customer Service and Payment Services Representatives deliver a high level of effective, prompt and professional service to our customers. This role provides mentoring and training of all Customer Service and Payment Services Representatives including developing and deploying training materials and tools to lead an effective team while ensuring the ongoing success of the Customer Service and Payment Services departments.

This role is accountable for results within the context of a team framework and provides support and direction to team members to mitigate losses through proactive management of delinquency, repossession/collection activities and post-write-off recovery process and all customer service-related activities. This position is also responsible for the review and/or preparation of all reports related to the portfolio and the overall management of the Customer Service and Payment Services teams.
- Direction and oversight of a team of Customer Service and Payment Services representatives to ensure effective response to customer inquiries related to their commercial equipment lease/loan agreement and payments
- Support a team of Customer Service and Payment Services representatives by using your deep knowledge of collections and customer service practices to provide learning/coaching opportunities as well as handling escalated calls
- Prepare individual and departmental goals and monitor for achievement while ensuring Customer Service and Payment Services representatives understand and follow all departmental objectives, performance standards, and policies
- Create and maintain an environment conducive to individual development, productivity, and achievement while ensuring open lines of communication
- Recommend, implement, and monitor quality metrics and targets
- Review existing, develop, and manage reporting and analyze corresponding data to improve the effectiveness of the Customer Service and Payment Services departments
- Prepare and present to the leadership team and external partners monthly and quarterly reports on delinquency, impaired loans, recoveries, departmental capacity, and other ad hoc reports, as required

**Qualifications, knowledge and experience**
- A strong sense of integrity, professionalism, and a results-oriented attitude to continually improve processes and systems, enhance efficiency, and contribute to overall organizational success
- Works well under pressure to meet ongoing and overlapping deadlines within short time constraints
- Effective leadership, coaching and mentoring capabilities in a high performing team environment
- Ability to lead and motivate a team towards performance objectives
- Advanced communication and interpersonal skills
- Advanced ability to manage and prioritize a complex workload while adhering to performance goals
- Results driven and action oriented
- Advanced skills with Microsoft Office products
- Knowledge of collections practices and procedures
- 5+ years previous experience in leading a team of collections and customer service representatives
- Previous financial services experience is required

**What we offer**
- Leaders who support your development
- Opportunity to take on progressively greater accountabilities
- Ability to make a difference and lasting impact
- Option to work in office (Burnaby, BC), hybrid, or remote (for most roles)
- Comprehensive medical and dental benefits

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