Team Lead, Debt Relief Specialists

As one of the fastest growing insolvency firms in Canada, Bromwich+Smith’s goal is to help an ever-greater number of Canadians find relief from debt. We are an organization of individuals with diverse skills, interests, cultural backgrounds + opinions that strengthen our collaborative team.

The Company: We are more than just licensed insolvency trustees. We help people through some of the most emotionally challenging points in their lives and assist them in rebuilding their worth.

+  We give our clients the advice, attention, and confidence to overcome financial obstacles.

+  We believe in treating everyone with grace + respect.

Position: Team Lead, Debt Relief Specialists

Location: Calgary, AB

Type: Permanent

Position Summary:

Bromwich + Smith is currently seeking a Team Lead to lead a group of Debt Relief Specialists within the Insolvency Services group in our Calgary, Alberta office.  The Team Lead will be responsible for driving the team with the goal of achieving desired performance results as established by the Manager, Insolvency Solutions.

Working in collaboration with the Manager, the Team Lead will monitor team results by providing quality reviews, coaching, guidance, and day-to-day support to Debt Relief Specialists while ensuring clients are served in a timely, compassionate and expert manner. Service delivery will have a view of operational efficiency with a focus on enhancing the client experience and relationship with Bromwich + Smith. The Team Lead will also play a key role in supporting the implementation of major change initiatives.

Key Accountabilities include:

  • Contact Centre Leadership

Build, lead and sustain a high performing team ensuring that service, quality and file conversion objectives are being attained and maintained on a consistent basis;

+    Ensure team members are trained and fully competent in all the required functions and technologies and tools to effectively provide service to those needing our services;

+    Ensure the highest level of customer service and facilitate all actions necessary including timely follow up and next steps to positively satisfy customer needs;

+    Use business reporting to assess and coach to sales conversion rates, file quality, inbound call trends and other key performance indicators;

+    Create and maintain a high-quality work environment so team members are motivated to perform at their highest level;

  • Team Learning & Development

+    Monitor live/recorded client calls in order to coach our Debt Relief Specialists for client experience and sales performance excellence;

+    Help integrate new staff member(s) by leading and facilitating on-boarding process;

+    In collaboration with the Manager, Insolvency Solutions & relevant team member(s), identify areas of opportunity, working together with the Training Specialist to design, develop and facilitate training plans, training opportunities, and lunch & learns to foster a culture of continuous learning;

  • Process Improvement

+    Gather weekly, monthly data and, reports from file reviews, as retrieved from the insolvency software to ensure timeliness and accuracy of files;

+    Work collaboratively with our Sales Coach, Restructuring Consultants, Licensed Insolvency Trustees, and other cross-functional groups to help optimize team processes, efficiency and engagement;

+    Under the guidance of Manager, Insolvency Solutions define process improvements to further enhance debtor experience while ensuring organizational objectives and statutory requirements are met;

+    Participate in broader process improvement initiatives;

  • People Management

+    Measure performance targets of individual team members and provide daily, weekly and monthly guidance to meet or exceed the set targets;

+    Work closely with the Manager in leading a high performing team and to review key performance indicators, team and staff goals;

+    Monitor, maintain and enhance the activities of team members to ensure debtors & bankrupts receive consistent and superior customer service;

+    Establish collaborative and respectful team environment;

+    Resolve conflict and escalate to the appropriate level when necessary;

+    Duties as identified by Manager, Insolvency Solutions;

+    Lead and model behavior that is aligned with Bromwich & Smith Inc.’s values

Knowledge & Skills:

+    You hold a post-secondary diploma or degree; post-secondary education in a related field is an   asset;
+    You have five (5) or more years of relevant experience in a target driven environment preferably in a contact centre, leading a sales/service team;
+    You are proficient in the use of Microsoft Outlook, Word & Excel;
+    You are results driven with experience delivering excellent client-centric solutions;
+    Having a combined experience of working in customer service, insolvency and humanity infused sales driven environment are strongly desired;
+    You are available to work varied shifts.

Job specific competencies:

+   Critical thinking to assess situations that require higher level intervention;
+   Strong analytical skills when addressing situations to determine appropriate solution or outcome;
+    Demonstrated excellent written and verbal communication skills to handle and respond to different situations;
+    Superior Customer Service skills when dealing with internal and external stakeholders;
+    Exceptional mentoring, team management and team building skills;
+    Works collaboratively with team members and others;
+    Operates with high attention to detail to meet or exceed team goals;
+    Accountability- takes personal ownership and responsibility for the quality and timeliness of work commitment;
+    Continuous learner

Core Competencies:

+      Integrity, Ethics & Honesty
+     Service oriented
+      Relationship builder
+      Adaptable
+      Accountable
+      Positive attitude

Why Should You Apply?

+    You will be part of a growing and dynamic Insolvency firm with offices in Alberta, British Columbia, and Ontario.
+    We offer on the job training with an opportunity for growth and professional development.
+    We offer a competitive salary with annual performance reviews, incremental increases and the opportunity to earn annual bonus for superior performance.
+    We have great benefits that include wellness days, paid vacation time, and a company matching group saving program.
+    We have a state-of-the-art gym in our building.
+     As an eco-friendly company, we support our employees by offering a company paid monthly transit pass.
+     Bromwich+Smith strives to be a steward in our communities. The firm volunteers time and resources to organizations such as the Ronald McDonald House and various other charitable causes, walks, and fund-raising activities that benefit those in need in our community. 
+    We are passionate about helping individuals Rebuild their Worth!

How Should You Apply?

+    Send us your resume and cover letter through career@bromwichandsmith.com.
+    Tell us how your skills align with the minimum requirements of this position.

*We thank you for your interest in Bromwich+Smith. Only those candidates selected for an interview will be contacted.