Bilingual Client Support Manager

3 weeks ago

Toronto, Ontario, Canada Futurpreneur Full time
Description

Futurpreneur is seeking a highly motivated and experienced Bilingual Client Support Manager to join our team. As a key member of our Client Support Team, you will be responsible for overseeing, supporting and motivating the team to achieve its goal of supporting entrepreneurs in their Futurpreneur journey from disbursement of their loan onwards.

Key Responsibilities
  • 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
  • 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
  • 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.e.s (e.g.in good standing, on restructure, client.e.s facing challenges) to understand their needs and feedback, courtesy site visits when possible
  • Review and analyze feedback received from client.e.s from annual survey and ongoing regular check-ins to understand client.e.s ' needs, advocating for the needs of the client.e.s , and make recommendations for improvements, where required
  • Proactively communicate with client.e.s to provide concise and useful information such as changes to their loan account terms, helpful reminders that impacts their loan account, upcoming opportunities to participate in various initiatives
  • Work collaboratively with the VP, CMX to deliver and implement improvements to client experience (post-disbursement)
  • Collaborate with the Loan Portfolio team to ensure smooth and clear internal handoff as it relates to specific loan repayment instructions on active accounts
  • Develop and/or update policies and guidelines (e.g., collections policies) to provide a clear standard operating procedure for the team that will support audit requirements, in collaboration with Loan Portfolio team as required
Requirements
  • Relevant experience may include education with a focus in Business Administration or a related field or equivalent hands-on career experience
  • 3-5 years' experience in Customer service
  • Prior experience in payment collection, an asset
  • Bilingualism in French & English (spoken & written) as you will be required to work on a daily basis with non-bilingual team members and/or clients across Canada and at Head office in Toronto
  • Demonstrated experience in managing teams
  • Excellent interpersonal and communications skills
  • Ability to exercise sound judgement in resolving client issues
  • Ability to multi-task and prioritize to meet deadlines
  • Proactive approach and experience with conflict resolution
  • Strong time management skills
  • Team-oriented
  • Demonstrated ability to work effectively under pressure in a dynamic environment
  • Alignment with Futurpreneur's values and commitment to the mission/purpose of the organization
  • Be a role model for Futurpreneur's organizational culture by creating a positive impact at every touchpoint with people
How to Apply

Qualified candidates are invited to submit their resume, cover letter and salary expectations by October 23, 2024.

Futurpreneur offers you the opportunity to work for an organization with a clear and compelling purpose - To drive inclusive Canadian prosperity by fostering the success of young entrepreneurs. Respect, teamwork, diversity and inclusion, transparency, empathy, impact, innovation, high performance, recognition and working hard and having fun are important to us

We offer an attractive compensation package that encompasses a competitive salary, amazing benefits such as, health and dental benefits package plus RRSP contribution matching, health spending account, flex hours and more.

Futurpreneur Canada is committed to an inclusive, equitable workplace and encourages applications from all qualified candidates. We embrace the unique perspectives and experiences within our team. Reasonable accommodation is available on request for candidates taking part in the selection process.

  • Bilingual Client Support Manager

    3 weeks ago

    Toronto, Ontario, Canada Futurpreneur Full time

    About the RoleFuturpreneur is seeking a highly skilled and experienced Bilingual Client Support Manager to join our team. As a key member of our Client and Mentoring Experience (CMX) team, you will be responsible for overseeing, supporting, and motivating the Client Support Team to achieve its goal of supporting entrepreneurs in their Futurpreneur...

  • Bilingual Client Support Manager

    1 month ago

    Toronto, Ontario, Canada Futurpreneur Full time

    About the RoleFuturpreneur Canada is seeking a highly skilled and experienced Bilingual Client Support Manager to join our team. As a key member of our Client and Mentoring Experience (CMX) team, you will be responsible for overseeing the Client Support Team, providing day-to-day support to young entrepreneurs, and ensuring a positive experience for our...

  • Bilingual Client Support Manager

    1 month ago

    Toronto, Ontario, Canada Futurpreneur Full time

    About the RoleFuturpreneur Canada is seeking a highly skilled and experienced Bilingual Client Support Manager to join our team. As a key member of our Client and Mentoring Experience (CMX) team, you will be responsible for overseeing the Client Support Team, providing day-to-day support to young entrepreneurs, and ensuring a positive experience for our...

  • Bilingual Client Support Manager

    1 month ago

    Toronto, Ontario, Canada Futurpreneur Full time

    About Futurpreneur CanadaFuturpreneur is a national non-profit organization that empowers young, diverse entrepreneurs to start, buy or grow their businesses in Canada. We provide loans with mentorship and resources to help them succeed.Job Title: Bilingual Client Support ManagerWe are seeking a highly motivated and experienced Bilingual Client Support...

  • Bilingual Client Support Manager

    1 month ago

    Toronto, Ontario, Canada Futurpreneur Full time

    About Futurpreneur CanadaFuturpreneur is a national non-profit organization that empowers young, diverse entrepreneurs to start, buy or grow their businesses in Canada. We provide loans with mentorship and resources to help them succeed.Job Title: Bilingual Client Support ManagerWe are seeking a highly motivated and experienced Bilingual Client Support...

  • Bilingual Client Support Manager

    1 day ago

    Toronto, Ontario, Canada Futurpreneur Full time

    Job Title: Bilingual Client Support ManagerFuturpreneur est à la recherche d'un Gestionnaire bilingue de soutien à la clientèle pour rejoindre notre équipe.Responsabilités du posteSuperviser, soutenir et motiver l'équipe de soutien à la clientèle pour atteindre son objectif.Répondre aux demandes de renseignements des clients via...

  • Bilingual Client Support Specialist

    1 month ago

    Toronto, Ontario, Canada IFDS Full time

    Bilingual Client Support Specialist Position Overview The primary responsibility of the Bilingual Client Support Specialist is to ensure the effective delivery of services to our clients. This role is centered around fostering a positive client experience by accurately addressing inquiries and providing exceptional service. As the main point of contact,...

  • Bilingual Client Support Specialist

    3 months ago

    Toronto, Ontario, Canada IFDS Full time

    Bilingual Client Support Specialist Position Overview The primary responsibility of the Bilingual Client Support Specialist is to ensure the effective delivery of services to our clients. This role is centered around fostering a positive client experience by accurately addressing inquiries and providing exceptional service. As the main point of contact,...

  • Bilingual Client Support Specialist

    1 month ago

    Toronto, Ontario, Canada IFDS Full time

    Bilingual Client Support Specialist - English/French Non-Permanent About Us International Financial Data Services (IFDS) is a premier provider of outsourcing and technology solutions tailored for the financial services sector. With a global presence, we cater to over 240 financial institutions, offering innovative solutions to asset managers, banks,...

  • Bilingual Client Support Specialist

    3 months ago

    Toronto, Ontario, Canada IFDS Full time

    Bilingual Client Support Specialist - English/French Non-Permanent About Us International Financial Data Services (IFDS) is a premier provider of outsourcing and technology solutions tailored for the financial services sector. With a global presence, we cater to over 240 financial institutions, offering innovative solutions to asset managers, banks,...

  • Bilingual Client Support Specialist

    3 weeks ago

    Toronto, Ontario, Canada Foresters Financial Full time

    Job SummaryForesters Financial is seeking a highly skilled Bilingual Client Support Representative to join our team. As a key member of our client service team, you will be responsible for providing exceptional support to our clients in both English and French.Key ResponsibilitiesUpdate the epolicy portal and system to ensure accurate and timely...

  • Client Service Manager Bilingual

    2 months ago

    Toronto, Ontario, Canada Scotiabank Full time

    Job Title: Client Service Manager BilingualWe are seeking a highly skilled Client Service Manager Bilingual to join our team at Scotiabank. As a key member of our Client Solutions Team, you will be responsible for providing exceptional customer service to our clients, while also contributing to the overall success of our organization.Key...

  • Client Service Manager Bilingual

    2 months ago

    Toronto, Ontario, Canada Scotiabank Full time

    Job Title: Client Service Manager BilingualWe are seeking a highly skilled Client Service Manager Bilingual to join our team at Scotiabank. As a key member of our Client Solutions Team, you will be responsible for providing exceptional customer service to our clients, while also contributing to the overall success of our organization.Key...

  • Client Service Manager Bilingual

    2 months ago

    Toronto, Ontario, Canada Scotiabank Full time

    Job Title: Client Service Manager BilingualWe are seeking a highly skilled Client Service Manager Bilingual to join our team at Scotiabank. As a key member of our Client Solutions Team, you will be responsible for providing exceptional customer service to our clients, while also contributing to the overall success of our organization.Key...

  • Client Service Manager Bilingual

    2 months ago

    Toronto, Ontario, Canada Scotiabank Full time

    Job Title: Client Service Manager BilingualWe are seeking a highly skilled Client Service Manager Bilingual to join our team at Scotiabank. As a key member of our Client Solutions Team, you will be responsible for providing exceptional customer service to our clients, while also contributing to the overall success of our organization.Key...

  • Client Service Manager Bilingual

    1 month ago

    Toronto, Ontario, Canada Scotiabank Full time

    Job Title: Client Service Manager BilingualWe are seeking a highly skilled Client Service Manager Bilingual to join our team at Scotiabank. As a key member of our Client Solutions Team, you will be responsible for providing exceptional customer service to our clients, while also contributing to the overall success of our organization.Key...

  • Client Service Manager Bilingual

    1 month ago

    Toronto, Ontario, Canada Scotiabank Full time

    Job Title: Client Service Manager BilingualWe are seeking a highly skilled Client Service Manager Bilingual to join our team at Scotiabank. As a key member of our Client Solutions Team, you will be responsible for providing exceptional customer service to our clients, while also contributing to the overall success of our organization.Key...

  • Client Service Manager Bilingual

    1 month ago

    Toronto, Ontario, Canada Scotiabank Full time

    Job Title: Client Service Manager BilingualWe are seeking a highly skilled Client Service Manager Bilingual to join our team at Scotiabank. As a key member of our Client Solutions Team, you will be responsible for providing exceptional customer service to our clients, while also contributing to the overall success of our organization.Key...

  • Client Service Manager Bilingual

    1 month ago

    Toronto, Ontario, Canada Scotiabank Full time

    Job Title: Client Service Manager BilingualWe are seeking a highly skilled Client Service Manager Bilingual to join our team at Scotiabank. As a key member of our Client Solutions Team, you will be responsible for providing exceptional customer service to our clients, while also contributing to the overall success of our organization.Key...

  • Client Service Manager Bilingual

    2 months ago

    Toronto, Ontario, Canada Scotiabank Full time

    Job Title: Client Service Manager BilingualWe are seeking a highly skilled Client Service Manager Bilingual to join our team at Scotiabank. As a key member of our Client Solutions Team, you will be responsible for providing exceptional customer service to our clients, while also contributing to the overall success of our organization.Key...