Credit Call Centre Supervisor

4 weeks ago

Sudbury, Ontario, Canada Flexiti Financial Full time

About Flexiti Financial

At Flexiti Financial, we are dedicated to enhancing affordability and driving growth for Canadians. As a leading fintech lender in Canada, we are rapidly expanding our services to provide flexible financing solutions that empower our retail partners and their customers. Our diverse team is passionate about fostering creativity and collaboration, making every journey enjoyable. We invite you to explore a community where your contributions are valued.

Employee Benefits

  • Attractive salary, retirement savings plan, and performance bonuses.
  • Comprehensive health, dental, and vision coverage from day one, including access to virtual healthcare services.
  • Generous time off policies, including vacation and volunteer days.
  • Supportive remote work environment with necessary equipment provided.
  • Wellness programs, employee assistance programs, and engaging social activities.
  • Referral incentives and additional perks.

Role Overview

Flexiti Financial is seeking a motivated Team Leader to oversee our inbound and outbound Call Centre operations. Reporting to the Senior Manager of Call Centre Operations, you will guide and mentor a team of Credit Customer Service Representatives, ensuring they consistently exceed client expectations and deliver exceptional service.

Flexibility to work remotely is available, with occasional requirements to attend training and events at our contact center.

Key Responsibilities

Leadership:

  • Manage and mentor a team of credit and customer service professionals.
  • Facilitate team meetings to communicate priorities and initiatives.
  • Establish performance goals and provide ongoing coaching to achieve them.

Credit Evaluation:

  • Assess customer creditworthiness using financial data and payment history.
  • Set credit limits and terms in line with company guidelines.

Application Processing:

  • Review and decide on credit applications based on established criteria.
  • Adjust credit limits as necessary based on customer circumstances.

Reporting:

  • Generate regular reports on the performance of the credit department.
  • Analyze credit data to identify trends and opportunities for improvement.

Policy Management:

  • Develop and refine credit policies to align with best practices and regulatory standards.
  • Ensure team compliance with company credit policies.
  • Lead initiatives such as outbound campaigns and recognition programs.

Risk Management:

  • Ensure compliance with relevant laws and regulations in credit operations.
  • Identify and mitigate risks associated with credit activities.

Customer Engagement:

  • Address escalated customer inquiries related to credit and service issues.
  • Collaborate with customers to create payment plans for outstanding debts.

Qualifications

  • Bilingualism in French is a plus.
  • 1-2 years of experience in a supervisory role managing teams and processes.
  • 1-2 years of experience in a call centre setting.
  • Strong customer service skills with the ability to handle challenging situations effectively.
  • Proven coaching and facilitation abilities.
  • Ability to interpret and communicate complex data clearly.
  • Effective team player with the capability to work independently.
  • Adaptability to fast-paced environments with tight deadlines.
  • Strong judgment, problem-solving, analytical, and decision-making skills.
  • Must meet minimum work-from-home requirements, including high-speed internet and a quiet workspace.

Join Us

At Flexiti Financial, we celebrate ambition and determination. We are committed to providing a flexible work environment that fosters professional growth and development. Our inclusive culture encourages employees to be their authentic selves, and we take pride in being an equal opportunity employer.

Flexiti employs artificial intelligence in our recruitment process, ensuring transparency and fairness in candidate selection. We are also dedicated to providing accommodations during the recruitment process for applicants with specific needs.

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