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Team Lead, Centralized Debt Solutions Manager

North York, ON

Why Farber
 
One of Canada's oldest and most respected debt solution providers. We help people and businesses get out of debt and start rebuilding their lives and businesses again. We also provide tax dispute resolution, through our team of tax lawyers and ex-CRA advisors.  Established in 1979, Farber has over 250 employees in over 80 offices across Ontario, BC and Alberta and has helped over a 100,000 Canadians get out of debt and solve their tax disputes. 

And now we are embarking on our next stage of significant growth.  To do that, we need experienced, energized, and agile team members who will play critical roles in helping us reach our ambitious goals and better serve Canadians in need.   
 
Position Summary
 
Your primary responsibility as the Team Lead of the Centralized Debt Solutions Manager (DSM) Team is to lead a team of client facing staff that work with individuals to help them resolve their financial situation through the services offered by Farber.

You will consistently monitor inventory levels and KPI’s to continually optimize performance and to monitor team capacity.  This Centralized DSM Team will receive live call transfers from our Client Service Team and external referral sources and immediately speak to the potential client over telephone or video; while reviewing each case to provide guidance, options, and solutions. 

Our clients are our main focus, and we work as a team to get them the help they need to build a financially positive future.  

In this role, flexibility to support your team outside of standard office hours is required. 
 
Major Responsibilities

  • Building, leading, and developing an effective and high performing team to meet and exceed goals/targets within the centralized team 
  • Working with your team of centralized DSMs to build a superior customer experience through engagement, listening and understanding the needs of potential clients; and showing compassion and empathy toward the client to guide them through their options.
  • Ensuring your team has effective and ongoing communication with clients during the initial stages of an engagement to ensure successful enrollment into one of the Farber offerings 
  • Maintaining frequent visibility and providing leadership to each team member to ensure best practices are occurring 
  • Working closely with all support functions to ensure optimal employee and client journeys are accomplished 
  • Measuring and coaching on key KPI’s including pipeline management, conversion rates and team capacity   
  • Overseeing day-to-day operational tasks of the team members 
  • Listening to calls to identify areas of opportunity and improvement 
  • Stepping in as needed to assist with overflow and when team members are on leave 
 
Qualifications
  • Undergraduate degree or post-secondary studies in business administration or a related field is preferred 
  • 5-10 years of experience in a fast-paced environment working incoming leads in a regulated financial sector 
  • Great interpersonal skills to deal with team members, staff, and clients 
  • Excellent verbal and written communication skills 
  • High computer literacy including the ability to learn new programs and previous experience using Microsoft Office (Outlook, Excel, Word) 
  • Ability to lead, engage, motivate, and drive performance to ensure goals and targets are met or exceeded 
  • Strong organizational skills and the ability to operate with a sense of urgency and focus 

 
 
 
We thank all candidates for submitting their resume, however, only those selected for an interview will be contacted. 
 
 
We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). Farber Financial and its entities will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs. 
 

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