Contact Centre Team Lead, Credit

at  Flexiti

ABOUT US

Welcome to Flexiti, where affordability meets growth!
We’re Canada’s top fintech lender, growing fast to make the life of Canadians more affordable. Our flexible financing options help boost sales for our retail partners. Our team of passionate individuals from around the world, believe in enjoying the journey and sparking creativity. If you want to be part of a community where your ideas matter, join us at Flexiti and let’s make waves together!
Learn more at www.flexiti.com
Flexiti is a member of the Questrade Group of Companies (QFG), which currently includes Questrade Inc., QuestEnterprise, Questrade Wealth Management Inc., CTC, Think!nsure Ltd., and Zolo Ventures Ltd.

THE PERKS

• Competitive base pay, RRSP, and bonus plan.
• Comprehensive health, dental and vision benefits from the start date, including virtual healthcare.
• Time away including vacation time and volunteer day.
• Virtual and collaborative work environment – we provide the equipment!
• GoodLife Fitness gym perks, EAP, and fun social events.
• Referral program, and more!
  Flexiti is looking for an enthusiastic Team Lead to support our inbound and outbound Call Centre operations. Reporting into the Senior Manager, Call Centre Operations, you will be coaching and leading a team of Credit Customer service representatives to continuously exceed client expectations and provide best-in-class service.
  You will have flexibility to work from home with the expectations that you will need to attend events and training at our contact center location as needed. Details around the remote working program at Flexiti will be shared with you as part of the recruitment process.
  Hours of Operations: Monday through Sunday, 9:00am to 12:30am EST (Rotational Shifts)

LIKE WHAT YOU HAVE READ SO FAR? LEARN MORE ABOUT US!

• Take charge of your future with Flexiti, where ambition and determination are celebrated.
• At Flexiti, we put the FLEX in flexible by providing “flexible first” opportunities.
• Dive into the exciting world of consumer financing at a fast-paced and dynamic industry.
• Flexiti is fast-growing company, enabling you to develop professionally and take on new challenges!
  Flexiti is committed to creating a creative and inclusive work environment where employees feel free to be who they really are. Being an equal opportunity employer makes us proud at Flexiti. All job candidates at Flexiti are entitled to equal employment opportunities regardless of their race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, marital status, status as a domestic partner, or any other legally protected status.
  Flexiti utilizes artificial intelligence (AI) for applicant screening, selection, or assessment. The AI system operates on predetermined criteria, with final decisions subject to human review. Our commitment is to transparency and fairness in the hiring process.
  Flexiti is committed to providing accommodation during the recruitment process, if required. Applicants with specific needs are encouraged to contact our Human Resources department to discuss and facilitate necessary arrangements at hiring@flexiti.co

Team Leadership:

• Lead, manage, and mentor a team of credit and customer service analysts
• Conduct team meetings and huddles to communicate business priorities, initiatives or help ensure understanding of issues and required actions.
• Set performance targets and providing coaching and support to ensure the team meets or exceeds them.

Credit Risk Assessment:

• Evaluate and analyze the creditworthiness of customers based on financial statements, payment history, and other relevant data.
• Determine credit limits and terms in accordance with company policies.

Credit Approvals:

• Approve or reject credit applications based on established criteria.
• Review and adjust credit limits as necessary based on changes in customer circumstances.

Reporting and Analytics:

• Prepare regular reports on credit department performance
• Analyze credit data to identify trends and areas for improvement.

Policy Development:

• Develop and update credit policies and procedures to reflect best practices and regulatory changes.
• Ensure adherence to company credit policies across the team.
• Lead initiatives as required, e.g. outbound campaigns, recognition programs, issue tracking.

Compliance and Risk Management:

• Ensure all credit operations comply with relevant laws and regulations.
• Identify and mitigate risks associated with credit activities.

Customer Interaction:

• Handle escalated customer issues related to credit and customer service matters.
• Work closely with customers to develop payment plans for outstanding debts.