Team Manager, Customer Retention - Jobs in Vancouver, BC

Job Description

Founded in 2014, Spring Financial has spent the last 7 years simplifying the lending process for millions of Canadians facing every type of financial circumstance. In the process, we’ve become the largest fintech loan originator in the country with over 50,000 monthly applicants and over 250,000 loans originated!Many Canadians have been locked out of the financial system and are stuck without the credit they need, unable to save money and paying extremely high interest rates. At Spring, our mission is to provide all Canadians access to fair-priced financial products. We do this through a variety of products including our signature savings and credit building product – The Foundation and our personal loan offering the Evergreen Loan. We’ve made all of our products available to Canadians from the comfort of their own home and without having to visit a branch!We are high-energy entrepreneurs who operate with a real sense of urgency. We have an ambitious road-map that will enable us to build on our best-in-class customer acquisition and origination platform and build exciting and innovative new products (next-gen credit cards and other data-based fintech products). To learn more about our products please visit our website here: www.springfinancial.ca.The Team Manager of Customer Retention will be responsible for leading a team within the Client Care department of Spring Financial to ensure business strategies are implemented in compliance with both internal and external policies procedures and regulation.Responsibilities:

• Lead and drive a customer focused team while delivering high-output in line with organizational metrics
• Plan, organize and direct all aspects of Client Care Representative team
• Enforce all regulatory and compliance standards

• Ensure optimal retention performance by monitoring telephone, text message, and e-mail output for the department

• Assist in reviewing and analyzing the reporting of information on delinquent portfolios
• Work closely with adjacent Team Managers and the Head of Client Care to regulate inbound calling queues ensuring an adequate number of representatives are assigned to each account
• Make all necessary operational adjustments to maximize efficiency
• Review daily, weekly and monthly department performance reports and recommend changes to policies and procedures assisting in maximizing the recovery of delinquent accounts.
• Recommend appropriate changes to workflow in order to improve efficiency, compliance and security policies
• Assist in the recruitment and hiring of Client Care Representatives

• Help foster an environment focused on efficient operations, team unity and heightened awareness to operational risk and regulatory compliance

• Motivate the team by fostering an inclusive work environment, communicating the vision/values and succession/development planning for the team

Requirements:

• Effective communication skills | Fluent in English both oral and written
• Post-secondary education (college or university) strongly preferred
• Strong organizational and time management skills
• Aptitude for high-level prioritization
• Ability to monitor team workload while using sound judgment to address problems and discrepancies
• Proven interpersonal and communications skills
• Technologically savvy with strong PC skills
• Experience managing department routines, procedures, policies and workflow
• Thorough knowledge of Spring Financial products, services, and operating systems

What we offer:

• A competitive salary
• Extended dental, medical and vision benefits
• Opportunities for advancement
• Inclusive, fun, and vibrant work environment

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