Position: Team Lead, Debt Solutions Manager

Location: Remote
Industry: Financial Services
Employment Type: Permanent/Fulltime
Salary: $65,000-$75,000
Expected Annual Compensation: $85,000-$95,000

Company Information

Farber is one of Canada’s oldest, largest and most respected debt solution providers. We help Canadians get out of debt and start rebuilding their lives again. Established in 1979, Farber has over 300 employees working across the country and has helped well over 200,000+ Canadians with their debt.

And now, we’re embarking on our next stage of transformation & significant growth. To do that, we are hiring experienced, enthusiastic, motivated, innovative, and client-centric team members to play critical roles in helping us reach our ambitious goals.

If this sounds exciting to you, come join us to better serve the growing number of Canadians who are in need of financial help

Position Summary

If you are a motivated, sales driven professional, with a desire to lead a team and make a difference in people’s lives, this may be the role for you!  The primary responsibility of the Team Leader, DSM is to motivate and coach a small team of Debt Solutions Managers in achieving goals while creating efficiencies and keeping business goals in mind.
This position will work closely with the Regional Practice Leaders (RPL), and other various Subject Matter Experts (Insolvency Technical, Sales, Operations etc.) within the firm.  As a natural leader, this role will encourage an engaging environment of collaboration and professional development. 
Standard hours of work are subject to change and are based on the candidate's flexibility which will include their location and province. The standard working day is 8.5 hours with one hour (unpaid) for lunch. At times of high volume, it is expected that additional work hours will be required.

Responsibilities

Build, manage, and develop an effective and high performing team, including assisting the RPL with interviewing prospective candidates, performance management, annual reviews and terminations as required.
Maintain frequent visibility and provide leadership to each team member to ensure best practices are occurring.
Measure and coach to key KPI’s including closing ratios, best practices compliance and pipeline management, and support RPLs by providing summaries of these KPI’s and other metrics on weekly/monthly basis.
Support RPL and assist with scheduling and organizing shift patterns for the team to ensure proper staffing coverage.

Develop, maintain, and apply the knowledge learned of the insolvency industry to support the team.
Answer questions from the team and help solve problems while overseeing work to ensure quality and conformity.
Listen to calls to identify opportunities for improvement and provide coaching that encourages positive communication and feedback.
Create superior customer experience by having team members engage, listen, and understand the needs of potential clients while demonstrating compassion and empathy.
Promote a strong working relationship with team members to ensure high morale, maximize productivity and customer satisfaction.
Conduct one-on-one weekly meetings with team members to aid in the development of team members and support their success in their career growth and time at Farber.
Overseeing change management and implementation of new initiatives, programs, and operational procedures.
Conduct team meetings to update members on best practices and continuing expectations.
Assume certain roles and responsibilities of reports (DSMs) in their absence or while they are on vacation, so that there is no interruption of service to prospective clients.
Willing to meet with prospective clients from time as may be required both remotely and in-person.
Review individual team member’s inventory and meet with them at least weekly to support file progression and ensure company protocol/best practices are being observed.
Review and approve team members’ requests to disqualify/close out inventory including any related follow-up with perspective leads that may require additional reengagement.
Review of appointments taken by your team in the prior day to ensure documentation in the CRM has been updated and firm protocol followed for each appointment.
Aid team in managing their calendars to optimize access to appointments for potential clients while supporting the progress of other files within their pipeline.
Work with other areas of the business including operations to support initiatives required to improve efficiency and effectiveness of processing appointments into files.
Provide ongoing feedback on process improvement.
In addition to team lead responsibilities, you will be expected to meet your own individual file targets, in addition to those assigned to your team.
Other tasks and duties as assigned.

Qualifications

Post-secondary education or related equivalent experience.
2+ years of experience in Sales Management within the financial industry, insolvency industry and/or sales call center setting.
2+ years of front line (meeting with clients to explain options which would solve their financial challenges) insolvency experience is an asset.

Excellent verbal, listening and written communication to compose/review various documents and speak effectively with clients, staff, and other third parties.
High computer literacy including the ability to learn new programs.
Great interpersonal and relationship building skills that facilitate positive outcomes and business promotional efforts.
Excellent problem-solving skills with the ability to prioritize and manage workload demands and multiple tasks as required.
Ability to set and meet targets and service levels of the team.
Strong organizational, analytical, and critical thinking skills.
Highly motivated with a desire to be successful and the innate desire to motivate others in the achievement of targets and KPIs.
Effective time management and multi-tasking skills.
A self-starter who can prioritize with the flexibility to manage workload demands and multiple tasks as required.

Benefits, and Perks

Flexible work model
Vacation and wellness days
Extended health and dental coverage, plus virtual doctor services
Employee Assistance Program and mental health resources
Company-matching retirement savings plan
Financial support for professional development
Annual company events
Exclusive access to perks and discounts

Our Culture at Farber

At Farber, we’re in the business of helping people—and this ethos extends not only to our clients, but to our employees and partners. We are committed to taking action and to delivering an inclusive, diverse, and equitable workplace that our staff experience every day. This commitment also shapes our culture, which is one of a kind and unique.  We are proud to have a dedicated culture committee who organize events, and consists of staff volunteers. They hand out awards for recognition and support the many holidays in our community to celebrate our inclusive and diverse workforce at Farber.   

Farber encourages applications from all qualified candidates who represent the diversity of Canada.  

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.

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

Jobs at Farber Debt Solutions

Apply to Team Lead, Debt Solutions Manager (Remote)