Company Information:

Fidem Finance Inc. is a leader in specialized financial services products in Canada. Our mission is to help credit challenged Canadians achieve credit recovery and to support a reasonable and responsible return to credit health.

The team at Fidem Finance Inc. is forward-looking and has an open, growth-oriented corporate culture that offers motivated employees the opportunity to learn and grow with it.  We have offices in Toronto and London, Ontario.

The successful candidate will initially work from home until it is safe to return to the office in downtown London, Ontario. 

Summary:

The Team Leader, Fidem Operations is responsible for leading the Customer Experience Team to coordinate communications for Fidem Finance Inc. accounts in effort to receive payment. This includes managing and monitoring collections workflows, customer communications, and recoveries. The Team Leader, Fidem Operations handles escalated customer issues experienced by the Customer Experience Team in effort to provide an appropriate resolution. The Team Leader, Fidem Operations supports the development and enhancement of the Customer Experience Team’s processes, policies as they relate to operational excellence and customer experience.

Responsibilities:

• Meet and exceed set targets through daily management of operational performance, attendance, and quality of products and services delivered by each team member
• Lead Customer Experience Team to achieve individual and departmental goals
• Oversee Customer Experience Team daily workload
• Monitor customer interactions to ensure compliance and adherence to company vision
• Compile daily and weekly reporting on team metrics
• Appropriately resolve escalated customer concerns, and provide all necessary coaching and feedback to team members
• Manage quality assurance processes including call monitoring, feedback, training, and monthly one on one meetings
• Provide input to annual performance reviews, and semi-annual incentive reviews, designing input to compliment operational goals and employee personal/professional development
• Develop, deliver, and manage departmental action plans and employee performance improvement plans
• Promote teamwork and cooperation amongst team members and colleagues, having open communication in a feedback driven environment
• Ensure company policies and procedures are implemented and complied with at all times
• Design and coordinate training for new hires and upgrade training for existing employees
• Be a change agent, supporting departmental/organizational initiatives for continuous improvement
• Maintain detailed administrative and procedure documents
• Influence an environment conducive to success, keeping motivation high by adapting leadership style to individual needs.
• Participate in recruitment process for Customer Experience Representatives
• Other duties as required

• Minimum of 3 years of team leadership experience, preferably within Financial Services
• College/university diploma or degree in business administration, or equivalent working experience
• Intermediate to advanced level knowledge of MS Office applications
• Experience using Salesforce CRM preferred
• Exceptional interpersonal skills in maintaining customers, employees, support, and third-party relationships
• Available to work variety of hours to meet business needs
• Ability to work in a fast-paced environment
• Ability to attend and conduct presentations
• Ability to follow through and complete overlapping projects
• Ability to interpret and implement company policies and procedures
• Ability to build and maintain lasting relationships with corporate departments and key business partners
• Accuracy and attention to detail while working under tight deadlines
• Ability to work independently as well as within a team/group
• Effective communication skills with individuals at all levels of the organization, both verbal and written
• Strong problem identification and problem resolution skills
• Strong work ethic and integrity
• Strong organizational, time management and prioritizing skills

What type of scheduling does Fidem Finance offer?

This permanent full-time role requires shift flexibility during hours of operation (Monday through Friday, 8:00 AM – 7:00 PM, Saturday 9:00 AM – 5:00 PM).

What’s great about working with Fidem Finance Inc.?

Competitive total compensation structure, which includes: competitive base salary, annual bonus program, deferred profit sharing plan, group RRSP, 3 weeks’ paid vacation, paid sick days, company paid health, dental, vision, paramedical, life and travel insurance benefits, employee assistance program, and tuition reimbursement program.

While working from home we are sure to provide our employees with the systems necessary for long term success, which includes your performance and communication tools. We have also modified our onboarding process to help integrate you into the company even before your first day, and we will help connect you with all our current employees. Our Social Committee hosts virtual monthly activities, and we continue to find unique and fun ways to celebrate our successes while remote.

When it is safe for all employees to return to our offices you will get to enjoy our open concept work environment, which is ideal for collaboration and team building. Enjoy your lunch with your colleagues in our expansive lunchroom filled with windows, booths, and social tables. Our Social Committee coordinates fun events on a regular basis – both inside and outside of the office. These include holiday lunches, pub nights, contests, and a weekly lottery, just to name a few. We happily spend time celebrating our employees’ personal and work-related accomplishments with awards, company-wide recognition, and of course, cake.

We care about giving back to the London community. Each employee is provided with 1 paid day per year to volunteer at any registered charity of their choice. We also provide monthly donations to charities that are meaningful to our staff. So far, we have donated more than $25,000 for both local and national charities, all of which were selected by our employees.

Sound like a perfect fit for you? We think so too.

Fidem Finance Inc. welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Requests for accommodation can be made via email to [email protected]. Additional accessibility information and contact information can be found on the company website at https://fidemfinance.ca/accessible-customer-service/

Qualified candidates are encouraged to submit a resume and cover letter to Angie Glasser, Director, Human Resources & Office Administration via email at [email protected]

Thank you for considering a career with Fidem Finance Inc. We will contact those who have been selected for an interview.