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Credit Operations Team Supervisor
3 months ago
About Flexiti Financial
At Flexiti Financial, we are dedicated to enhancing affordability and fostering growth in the financial technology sector. As a leading fintech lender in Canada, we are committed to providing flexible financing solutions that empower our retail partners and make life easier for Canadians. Our diverse team is passionate about creativity and collaboration, and we invite you to be part of our innovative community.
Employee Benefits
- Attractive salary package with 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.
- Access to fitness perks, employee assistance programs, and engaging social activities.
- Referral incentives and additional benefits.
Role Overview
We are seeking a proactive Team Supervisor to oversee our inbound and outbound Call Centre operations. In this role, you will report to the Senior Manager of Call Centre Operations and will be responsible for guiding and mentoring a team of Credit Customer Service Representatives to consistently deliver exceptional service and exceed client expectations.
Flexibility to work remotely is available, with occasional requirements to attend training and events at our contact center.
Key Responsibilities
Team Leadership:
- Manage and mentor a team of credit and customer service representatives.
- Facilitate team meetings to communicate business objectives and address challenges.
- Establish performance goals and provide coaching to ensure targets are met.
Credit Risk Evaluation:
- Assess customer creditworthiness using financial data and payment history.
- Set credit limits and terms in alignment with company policies.
Credit Application Processing:
- Review and make decisions on credit applications based on established guidelines.
- Adjust credit limits as needed based on customer circumstances.
Data Reporting and Analysis:
- Generate regular reports on the performance of the credit department.
- Analyze credit data to identify trends and areas for enhancement.
Policy Development:
- Update and refine credit policies to align with best practices and regulatory standards.
- Ensure compliance with company credit policies within the team.
- Lead initiatives such as outbound campaigns and recognition programs.
Compliance and Risk Management:
- Ensure adherence to relevant laws and regulations in all credit operations.
- Identify and mitigate risks associated with credit processes.
Customer Engagement:
- Address escalated customer inquiries related to credit and service issues.
- Collaborate with customers to establish payment plans for outstanding debts.
Qualifications
- Bilingualism in French is a valuable asset.
- 1-2 years of supervisory experience in managing teams and processes.
- 1-2 years of experience in a call centre setting.
- Strong customer service skills with the ability to manage challenging situations effectively.
- Proven coaching and facilitation abilities.
- Ability to interpret and communicate complex data clearly.
- Capable of working independently and as part of a team.
- Adaptable to a fast-paced environment with tight deadlines.
- Strong judgment, problem-solving, analytical, and decision-making skills.
- Must meet minimum work-from-home requirements, including high-speed internet connectivity.
- Ability to work in a quiet and private home environment.
Why Choose Flexiti Financial?
- Embrace your future with Flexiti, where ambition and determination are recognized.
- We prioritize flexibility by offering adaptable work opportunities.
- Engage in the dynamic field of consumer financing within a fast-paced industry.
- Join a rapidly growing company that encourages professional development and new challenges.
Flexiti Financial is committed to fostering an inclusive and creative workplace where employees can be their authentic selves. We are proud to be an equal opportunity employer, ensuring that all candidates receive fair consideration regardless of their background.
We are dedicated to transparency and fairness in our hiring process, utilizing artificial intelligence for applicant screening while ensuring human oversight in final decisions.
Flexiti Financial is also committed to providing accommodations during the recruitment process as needed. Candidates with specific requirements are encouraged to reach out to our Human Resources department for assistance.
