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File Management Supervisor

2 weeks ago

Mississauga, Canada CanCap Management Inc. Full time

Cancap Management Inc. (“Cancap”) is part of privately-owned Canadian national financial services company with multiple verticals across automotive, consumer, and merchant lending portfolios. We manage the entire lifecycle of the finance receivable from credit adjudication through to contract administration, customer service, default management and post charge-off recoveries. Cancap works with Automobile Dealer Partners to help clients finance the purchase of new and used vehicles.

When it comes to our customers, partners, and each other, we are always motivated by doing the “right thing”. We are always looking to find the best people and the right methods that allow us to meet this goal and look to the future for growth.

**What your day and week could look like**

Reporting to the Senior Manager, ACC Reservices:

- Inspires and motivates team and individuals to achieve service excellence.
- Takes ownership of and resolves escalated customer & account issues.
- Oversees a team of operations agents that provide account closure administrative duties, secondary review on files, and process post-closure activities related to file outcomes
- Works closely with other Supervisors in the Recovery department to provide insights on vendor costs, QA and file review feedback, and other process improvements as needed.
- Provides coaching and feedback to team-members.
- Delegates team workload across multiple clients.
- Trains and develops new hires.
- Renders problem-solving decisions within delegated authority and recommends solutions to leadership on policy and process topics.
- Maintains and promotes ‘Raving Fan’ customer service to our clients and their customers both in their own daily tasks and within the team, including troubleshooting and addressing escalated and/or complex customer inquiries including complaints and other issues related to asset recovery.
- Collaborates with Corporate Quality Assurance to review adherence to processes and SLAs.
- Evaluates and assists team members in their professional development, implements corrective action where opportunities exist.
- Liaises with internal and external business partners to bridge cross-functional opportunities.
- Hosts regular team-meetings to share updates, answer questions, promote energy & engagement.'

**What you can expect from us**

Our Employee Experience is aimed at supporting and inspiring our talented team through:

- A passionate team dedicated to the support and empowerment of others
- An environment where creative, innovative thinking is encouraged
- A comprehensive total compensation package that includes health and dental benefits for you and your family
- Time off to re-energize with a generous vacation entitlement of 15 days/year and personal days

**What you bring**:

- Five (5) years’ experience in moveable asset recovery, insolvency management, and/or remarketing.
- In-depth knowledge of provincial regulatory requirements, PPSA rules, Redemption rules, and Bankruptcy and Insolvency Act
- Team Leadership experience within a contact centre environment
- Exceptional attention to detail with an ability to quickly identify mistakes or anomalies and provide guidance on how to rectify
- Satisfaction in achieving a high degree of accuracy within a fast-paced environment.
- Ability to juggle competing priorities with a sense of urgency, deal with interruptions, and appropriately prioritize work according to SLAs and results
- Motivation and drive towards continuous learning and growth within your role and the company
- Dependability and self-motivation
- Proficiency with lending software and Microsoft tools - Intermediate to advanced user experience with Excel
- Upbeat and results-oriented team contributions
- Highly-developed problem solving and negotiating skills, and common-sense decision making
- Analysis and logic with the ability to weigh risks
- Creative thinking “outside the box” to solve problems
- Outstanding ability to build rapport over the telephone
- Commitment to providing ‘Raving Fan’ customer service
- Experience in Auto Financing is an asset
- Bilingual (English/French) is an asset.

**Additional Information**
- To be considered for employment you will need to successfully pass a criminal background check, and validation of your work experience.

**Next Steps**

**Diversity and Inclusion**

Cancap is an equal opportunity employer and value diversity. We are committed to building and evolving a team reflecting a variety of backgrounds, perspectives, and skills.