Supervisor, Payment Services

Full job description
Job type – Permanent, full time
Location – Remote (within Canada)
Working hours – Standard business hours PST
Your Talent, Your Terms | Results, Recognition and Rewards

What’s the job:

The Supervisor, Payment Services is responsible for ensuring a team of Payment Services Representatives deliver a high level of effective, prompt and professional service to our customers. This role provides mentoring and training of all Payment Services Representatives including developing and deploying training materials and tools to lead an effective team while ensuring the ongoing success of the Payment Services department.

To succeed as a Supervisor, the individual should be focused on helping the team build necessary skills and knowledge so they can better support customers. They should be supportive, communicative, and attentive.

What you’ll be doing:

Provide direction and oversight of a team of Payment Services Representatives by using your deep knowledge of collections practices to provide learning/coaching opportunities as well as handling escalated calls
Prepare individual and departmental goals and monitor for achievement while ensuring Payment Services Representatives understand and follow all departmental objectives, performance standards, and policies
Create and maintain an environment conducive to individual development, productivity, and achievement while ensuring open lines of communication
Maintain and manage team schedule including time off approvals
Hire, train, and prepare call centre representatives to respond to customer questions and complaints and troubleshoot problems with services or products
Identify operational issues and suggesting possible improvements
Work with other team leads and management team members to support agents and maximize customer satisfaction
Prepare reports and analyze data to assist management as they determine call centre goals
Handle customer escalations and ensure correct resolution
Liaise between agents and external departments to resolve customer/account issues
What you bring:

A strong sense of integrity, professionalism and a results-oriented attitude to continually improve processes and systems, enhance efficiency, and contribute to overall organizational success
Effective leadership, coaching and mentoring capabilities in a high performing team environment
Ability to lead and motivate a team towards performance objectives
Effective communication, organization and interpersonal skills
You are detail oriented and able to identify errors
You thrive in an environment that involves multitasking and changing priorities
Ability to work effectively both in a team and independently with minimal supervision
Results driven and action oriented
Intermediate skills with Microsoft Office products
Knowledge of collections practices and procedures
3+ years of previous payment services experience is required
2+ years of experience leading a collections team is required
Experience working in a call centre environment is required
Experience in the finance and leasing industry is an asset
Post-secondary diploma or bachelor’s degree is an asset
Why join TFG:

TFG’s culture is results, recognition and rewards based, with a focus on achieving results in a high performing team environment.

As part of the Travelers Financial Group of Companies, TFG Financial Corporation is one of the largest independent commercial equipment finance companies in Canada. We provide financing and leasing for a variety of revenue-producing assets such as trucks, trailers, light to heavy construction equipment, and manufacturing and material handling equipment. Our mission is to be our customer’s first choice by making equipment financing easy while providing a wide range of financing solutions.

TFG is an equal opportunity employer and believes in providing a diverse and inclusive workplace where all team members have an opportunity to succeed.

Results, Recognition, and Rewards: At TFG, we are driven by results and committed to recognizing and rewarding your achievements. Through performance-based rewards and growth opportunities, your contributions are valued and acknowledged, motivating you to continue excelling in your role.

Growth opportunities and supportive leadership: Our leaders are committed to your professional growth and success. They provide guidance, resources to help you develop your skills, expand your knowledge, and achieve your career goals within the organization.

Employer paid benefits: At TFG, we prioritize the well being of our team by offering a comprehensive benefits package. Our medical and dental plan includes vision care and life insurance, ensuring you and your dependents have the coverage you need.

Employee Investment Program: We believe in helping you achieve your financial goals. Our investment program offers the choice of RRSP, TFSA, and Cash accounts. To further support your savings, TFG provides a company matching program, helping you grow your investments more effectively.

Promoveo: TFG Financial celebrates choice and offers the ability to work in office (Vancouver, BC), hybrid or remote (for most roles). We know that our team members are the most important part of our business and we trust in our team members to work in a way that provides them the ability to succeed in their work.

Canada
British Columbia
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