Team Lead, Debt Solutions Manager

• 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

• 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

2+ years of front line insolvency experience

• Inclusive, diverse, and equitable workplace
• Unique company culture
• Culture committee organizing events and recognition awards
• Support for community holidays