Dfc Customer Service Call Center Supervisor

2 days ago

Vaughan, Canada Lithia Master LP Company, LP Full time

DFC Customer Service Call Center Supervisor

Pfaff Home Office, Vaughan, ON L4K 42M6

Driveway Finance Corporation (DFC) is a modern automotive lender and part of the Lithia & Driveway (LAD) and Pfaff Automotive family, one of the largest automotive retailers in North America. DFC provides flexible, customer-focused financing solutions that support both retail and commercial clients. Our innovative approach combines technology with personalized service to simplify the vehicle financing experience. At DFC, we’re driving the future of auto finance

The DFC Customer Service Supervisor will lead the Customer Service team and be responsible for the supervision of overall direction, coordination and execution of customer service functions and initiatives.

The DFC Customer Service Supervisor reports to the DFC Customer Service Manager.

**Location**: Vaughn, ON (Hybrid)

**Compensation Range**: $70,000 CAD - $85,000 CAD annually

**Responsibilities**
- This person will lead to ensure high levels of satisfaction among customers while maintaining consistency with company strategy, commitments, goals and core values
- Ensure team is meeting performance expectations by using analytics and metric reporting
- Handle difficult customer situations relating to account disputes, collections, and delinquent accounts
- Provide training and personnel development
- Ensure existing processes and documents are up to date, identify opportunities and seek enhancements and efficiencies to improve processes
- Ensure FDCPA guidelines and company policies regarding loan activity and customer contact are followed
- Maintain positive cross-departmental relationships
- Proactively communicate with manager
- Other projects and duties as assigned

**Skills and Qualifications**
- 2-years previous call center experience required; 3-years preferred
- 1-year prior supervisory or leadership experience required
- Basic knowledge of installment loans and various customer protection laws preferred
- Strong attention to detail
- Sense of urgency
- Excellent communication
- PC skills including knowledge and use of MS Office (Excel, Word, Windows, etc.)

**Competencies**
- Does the right thing, takes action and adapts to change
- Self-motivates, believes in accountability, focuses on results, makes plans and follows through
- Believes in humility, shares best practices, desires to keep learning, measures performance and adapts to improve results
- Thrives on a team, stays positive, lives our values

**Physical Demands**

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.*
- Up to 1/3 of time: standing, walking, lifting up to 25 pounds
- Up to 2/3 of time: sitting, kneeling, reaching, talking, hearing

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