Bilingual Client Support Manager

2 months ago

Toronto, Canada Futurpreneur Full time

(La version en français suit)

**About Futurpreneur Canada**

Futurpreneur is a national non-profit organization that empowers young, diverse entrepreneurs, ages 18-39 to start, buy or grow their businesses in Canada, by providing loans with mentorship and resources.

Founded in 1996, we have helped more than 18,700 young entrepreneurs, promoting entrepreneurship among Canadian youth as a critical pillar for diversifying the economy, generating employment opportunities, and fostering a sustainable future.

Futurpreneur is a founding member of the G20 Young Entrepreneurs’ Alliance, the Canadian member of Youth Business International and the Canadian host of Global Entrepreneurship Week (GEW).

**Our Purpose **(why we exist): To drive inclusive Canadian prosperity by fostering the success of young entrepreneurs.

**Our Mission **(what we do every day to achieve our purpose): To empower diverse entrepreneurs ages 18-39 by providing loans with mentorship and resources to help them start and buy businesses that contribute to sustainable and inclusive economic prosperity, in their communities and across Canada.

**Our Values** (how we work - our core principles & commitments): We are mission-driven, collegial & collaborative, diverse & inclusive, and accountable & transparent.

**Here’s the opportunity: Bilingual Client Support Manager**

The **bilingual Client Support Manager** is responsible for overseeing, supporting and motivating the Client Support Team to achieve its goal of supporting entrepreneurs in their Futurpreneur journey from disbursement of their loan onwards. This role will be responsible for providing day-to-day support to young entrepreneurs including responding to inquiries and loan collection efforts. Reporting to the Vice President, Client and Mentoring Experience (CMX), the incumbent will lead a team of professionals, specialized in client support and collection.

This is a permanent, full-time position that can be located anywhere in Canada, though ideally in Montreal, QC or Toronto, ON. The incumbent will be working on our hybrid work model (minimum 2 days in the office).

**What you will do**

**Client Support Team, Leadership (40%)**
- Build, contribute and sustain a collaborative team with a high level of employee engagement and where employees thrive in their role
- Oversee the day-to-day work of the Client Support Team; supporting the team by helping plan the workload to set them up for success, listen to team members’ feedback and resolve any issues or conflicts
- Ensure team members meet required deadlines and KPIs, measure progress and provide coaching to individual employees, identify training needs and support when there are performance gaps, recognize high performance and reward accomplishments, conduct performance reviews and hire and onboard, as required
- Set clear goals for the team ensuring it is aligned with the broader CMX Team goals; creating, and supporting the overall strategy
- Provide the VP, CMX weekly updates on the team progress
- Identify opportunities to improve team processes to ensure increased efficiency, working with IT Team, as required for CRM (Futurverse) improvements and improving overall client experience post disbursement
- Participate in periodic meetings and events with Futurpreneur’s Leadership as required

**Client Support Operations and Management (35%)**
- Respond to client inquiries via Zendesk tickets
- Review check-in responses from client.e.s and mentors (3-6-12-18 months) and supporting as required
- Process incoming restructure requests for client.e.s who need to temporarily reduce their loan repayments, working collaboratively with the Loans Portfolio team for changes to be reflected to client.e.s ’ account
- Reach out to client.e.s as per collection procedures including following up on NSFs (Non-Sufficient Funds), issuing demand letters, negotiating settlements
- Provide customized loan repayment solutions to client.e.s who need it on a case-by-case review of the client’s specific challenges
- Ensure the team delivers consistent service to entrepreneur client.e.s and mentors throughout their Futurpreneur journey for a positive experience
- Investigate and review client complaints, and support the team to de-escalate the situation, and respond directly to client.e.s for escalations as required and coach team members accordingly
- Provide, develop or monitor regular and ongoing reporting metrics on KPIs, and insights and qualitative analysis including outcomes of collection efforts, delinquency rates, write-offs

**Post disbursement client experience supports & internal process improvement (25%)**
- Improve the onboarding experience for client.e.s post disbursement (e.g., providing clarity to loan terms, Futurpreneur supports available, access to information)
- Build relationships with client.e.s to ensure that there is an empathetic approach to client relationship management and staying connected to portfolio of active client.

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