Customer Service Team Lead

5 months ago

Toronto, Canada Prefera Finance Full time

Are you the type of person who enjoys problem solving, while completing a variety of meaningful tasks and providing superior customer service while mentoring other team members? Look no further

Prefera Finance is in search of a driven, motivated, enthusiastic, positive can-do attitude, team player who thrives in consistently delivering exceptional customer service and experiences to join our fast-growing team in the consumer finance industry as a full time Customer Service Team Leader

**Responsibilities**:

- Provide superior customer service by addressing a variety of customer concerns and escalations
- Train new and existing team members
- Create/update team schedules
- Coach, mentor team members
- Update and/or create policies and procedures
- Support team members with their various tasks and ensure KPI’s targets are being met.
- Follow up with customers and insurance companies to process insurance loss payouts
- Contact Insurance/Warranty companies with regards to warranty cancellation refunds
- Take appropriate action(s) on Creditor packages, provide direction with Proof of Claims relating to Consumer Proposals and Bankruptcies
- Support updating credit bureau information details if discrepancies are present
- Leave accurate notes on all accounts worked via our internal platform
- Act as primary team point of contact and bridge departmental gaps.

**Skills/Abilities**:

- Strong negotiation & problem-solving skills
- Attention to detail
- Identify gaps, create action plans
- Intermediate computer skills
- Self starter, multi tasking
- Strong decision-making skills
- Excellent communication skills
- Excellent customer service and phone etiquette
- Ability to work in a fast-paced environment
- Fluent writing and speaking in English (French/Bi-Lingual is considered an asset)
- Credit knowledge is an asset

**Qualifications**:

- Previous work experience in a call-center work environment/equivalent
- General understanding of RSLA/PPSA lien registration experience
- Previous leadership experience in providing excellent customer service
- Previous financial collection experience is considered an asset, but not required
- Diploma/Certificate in related industry is an asset, but not required
- Knowledge in Microsoft Office, previous work experience with Excel is an asset

**Shift Times**
- 8-hour shift
- anywhere in between Monday to Friday 9:00 PM to 7:00 PM

**Perks**:

- Company Benefits (Health and Dental)
- 3 Weeks vacation
- RRSP Contributions/Company matching
- Great location near major highways
- Positive Culture & amazing team
- Occasional team lunches

**Job Type**: Permanent

Pay: $55,000.00-$60,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- On-site parking
- Paid time off
- RRSP match
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Toronto, ON: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Do you have a general understanding of RSLA/PPSA lien registration experience?

**Experience**:

- leadership: 2 years (required)
- Customer service: 3 years (required)

**Language**:

- French (preferred)

Work Location: Hybrid remote in Toronto, ON

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