Insolvency Solutions Specialist - Team Lead

Location: Calgary, Alberta

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 Insolvency Solutions 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
o 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;
o 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;
o Ensure the highest level of customer service and facilitate all actions necessary including timely follow up and next steps to positively satisfy customer needs;
o Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level;
Team Learning & Development
o Provide day to day coaching and guidance to team members on daily work;
o Help integrate new staff member(s) by leading and facilitating on-boarding process;
o In collaboration with Manager, Insolvency Solutions & relevant team member(s), identify areas of opportunity, working together with the Learning & Development Specialist to design, develop and facilitate training plans, training opportunities, and lunch & learns to foster a culture of continuous learning;
Process Improvement
o Gather weekly, monthly data and, reports from file reviews, as retrieved from the insolvency software to ensure timeliness and accuracy of files;
o Work closely with Insolvency & Restructuring Consultants and Trustees to identify gaps and areas for improvement in various intake processes;
o Under the guidance of Manager, Insolvency Solutions define process improvements to further enhance debtor experience while ensuring organizational objectives and statutory requirements are met;
o Participate in broader process improvement initiatives;
People Management
o Measure performance targets of individual team members and provide daily, weekly and monthly guidance to meet or exceed the set targets;
o Work closely with the Manager in leading a high performing team and to review key performance indicators, team and staff goals;
o Monitor, maintain and enhance the activities of team members to ensure debtors & bankrupts receive consistent and superior customer service;
o Establish collaborative and respectful team environment;
o Resolve conflict and escalate to the appropriate level when necessary;
o Duties as identified by Manager, Insolvency Solutions;
o Lead and model behavior that is aligned with Bromwich & Smith Inc.’s values


Knowledge & Skills:

Must have:
- Post-secondary diploma or degree; post-secondary education in a related field is an asset;
- 3 or more years of relevant work experience in a target driven environment preferably in a contact center and or sales within insolvency, financial, banking or insurance sector;
- Strong computer literacy including intermediate to advanced skills in Microsoft Outlook, Word & Excel;
- Combined experience of working in customer service, insolvency and humanity infused sales driven environment are strongly desired;
- Completion of or working towards Registered Insolvency Counsellor’s Qualification Course preferred;


Job Specific Competencies:

• Critical thinking to assess situations that requires 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;
• 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

To apply, please send your interest (preferably your updated resume and a brief cover letter) outlining why you would be the ideal candidate for the job to:

Only those selected for an interview will be contacted, we thank all applicants for their interest in Bromwich+Smith Inc

Job Type: Permanent, Full-time