Support the Manger, Client Services Team and assists with scheduling and organizing shift patterns for other team members to ensure proper coverage
Keep track of attendance, daily statistics, sick time etc.
Answer team member’s questions, assist with team member’s technical issues, and oversee team member’s work for quality and conformity
Be available for the team
Onboarding new hires, and training for success.
Develop, maintain and apply the learned knowledge of our specialized industry
Provide encouragement to team members, including communicating team goals and identifying areas for updated training
Promote a strong working relationship with team members to maximize productivity and develop positive team morale.
Listening to calls to identify areas of opportunity and improvement
Check quality of team’s work and provide feedback when required
Keep team members aware of missed calls, calls/webforms waiting, and encourage them through positive communication and feedback
Identify areas for process improvement and work with the Manager, Client Service Team to implement
Assist the team with booking appointments for potential new clients while providing some high-level screening
Conduct team meetings or one on one meetings to update members on best practices and continuing expectations
Prepare daily/weekly reporting as required
Learn/master our applications and assist the team with troubleshooting
Communicate by way of multiple channels to clients (Phone, email, SMS etc.)
Achievement of daily, weekly, monthly and quarterly team targets
Other duties as may be required.

\n
\nQualifications\n\n

4-5 years of prior customer service experience
Experience working in the financial industry and/ or call center (an asset, not a requirement)
3+ years of experience managing/leading a small team
Excellent customer service skills
Leadership qualities
Excellent problem-solving skills
Excellent communication skills, both oral and written
Ability to regulate emotions and communicate with empathy, tact and professionalism with both internal and external client
Natural ability to be empathetic to the situations our clients are facing
Proactive to assist, support and advocate for the team
Excellent listening skills
Strong relationship building skills; able to manage multiple relationships
Detail oriented
Must be a team player
Highly motivated with a desire to be successful; strong desire to motivate others
Effective time management and multi-tasking skills
Experience with MS Office (Outlook, Excel, Word), Microsoft Dynamics
Remote work experience is an asset

\n\n

Position: Team Lead, Client Service Team
\nLocation: Remote
\nIndustry: Financial Services
\nEmployment Type: Fulltime/Permanent
\nSalary: $50,000-$60,000 + Bonus
\n
\nOur Culture at Farber
\n
\nAt Farber, we’re in the business of helping people — and that includes our own team. We’re committed to creating an inclusive, diverse, and equitable workplace that celebrates our people and their unique experiences.
\nOur dedicated culture committee organizes events, recognition programs, and celebrations throughout the year to foster connection and belonging.
\n
\nFarber encourages applications from all qualified candidates who represent the diversity of Canada.  \n

If you require any accommodations throughout the recruitment process—including alternate interview formats, accessible materials, or any other accommodations—we encourage you to contact us at careers@farbergroup.com.

\nWe thank all candidates for submitting their resume, however, only those selected for an interview will be contacted.

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