Team Lead, Debt Solutions Manager (Remote)

Farber Debt Solutions

1d•Remote

About The Position

Farber is seeking experienced, enthusiastic, motivated, innovative, and client-centric team members to play critical roles in helping them reach their ambitious goals. 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. 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.

Requirements

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.
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.

Nice To Haves

2+ years of front line (meeting with clients to explain options which would solve their financial challenges) insolvency experience is an asset.

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.