Team Lead, Debt Solutions Manager; Remote

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 and 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.

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 Subject Matter Experts 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, location and province. The standard working day is 8.5 hours with one hour unpaid for lunch.

At times of high volume, additional hours may be required.

• 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 a 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 knowledge 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 development and career growth at Farber.
• Oversee change management and implementation of new initiatives, programs, and procedures.
• Conduct team meetings to update members on best practices and expectations.
• Assume certain roles and responsibilities of reports in their absence to avoid interruption of service to prospective clients.
• Willing to meet with prospective clients as required, remotely or in-person.
• Review team member inventory and meet weekly to support file progression and ensure protocol/best practices are observed.
• Review and approve team members’ requests to disqualify/close out inventory and follow up with leads as needed.
• Review appointments taken by the team to ensure CRM documentation and firm protocol are followed.
• Aid team in managing calendars to optimize access to appointments and support file progression.
• Work with other areas of the business to improve efficiency in processing appointments into files.
• Provide ongoing feedback on process improvement.
• In addition to team lead responsibilities, meet your own individual file targets.
• Other tasks and duties as assigned.

• Post-secondary education or related equivalent experience.
• 2+ years of experience in Sales Management within the financial or insolvency industry and/or sales call center…