Job Description

If you are looking to join one of Canada's fastest growing companies, goeasy Ltd. is the place for you! Recognized as one of Canada's Most Admired Corporate Cultures in 2018, one of Canada's Top 50 Fintech's and one of North America's Most Engaged Workplaces, we want the best and brightest to join our team.
We are a publicly traded company on the TSX with over 4000% shareholder return since 2001, goeasy operates two main business units. easyfinancial is our consumer lending business that offers secured and unsecured installment loans of up to $100,000 and easyhome is Canada's largest merchandise lease-to-own company. It is our mission to provide everyday Canadians the path to a better tomorrow, today, by giving them access to the credit they need and by offering them a second chance when they have been turned down by banks and traditional lenders. With a retail network of nearly 400 locations across Canada and over 2,250 employees, we are able to build lasting relationships with our customers as we help them rebuild their credit and graduate towards prime rates and a brighter financial future.
Goeasy is seeking a highly motivated Loan Servicing Team Manager to take a hands-on approach and be responsible for monitoring staff and providing guidance, coaching and training. In this role you will manage the Fresh Tickets Platform ensuring SLA's are met, as well managing the required rotational support ensuring full support coverage for all Retail Operating Hours.
Your responsibilities include (but are not limited to):

• Lead and supervise the ticket team within Centralized Loan Servicing team.
• Provide training and guidance daily
• Plan and organize the workflow to ensure all deadlines and SLA's are met
• Maintain and monitor control procedures to ensure accuracy
• Handle ticket escalations during operating hours (weekdays and weekends)
• Process weekly reporting related to Ticket Management
• Liaise with the Retail Network to identify potential opportunities for training and process improvement
• Other tasks as assigned

Key Results:

• Meet and or exceed SLA's as defined
• Ensuring all processes/and or tasks are fully documented and/or maintained
• Ensure that the systems are used to their full capacity and constantly seek improvements, modifications and changes to further improve the efficiencies of the organization

Key Attributes & Competencies:

• Excellent written and verbal communication skills
• Analytical and problem-solving skills
• High level of quality/accuracy in work, detail oriented and low level of supervision
• Able to work under pressure and meet tight deadlines
• Ability to make decisions independently
• Intermediate experience working with Microsoft products, specifically: Word, Excel & Outlook, Wealth view and Salesforce
• Capable of managing multiple tasks at once and prioritizing work
• Ability to create a sense of urgency in work and react quickly and appropriately to problems at the store level
• Ability to comfortably interact with all levels of Management

Working Conditions

• Operating hours are:

• Monday to Friday 7:30am to 11:00pm
• Saturday 8:00am to 8:00pm
• Sundays 12:00pm to 8:00pm
• Hours vary on holiday

Diversity, Inclusion, and Equal Opportunity Employment
At goeasy, we believe that we can only be the best when people are able to bring their best selves to work every day. This means that we are committed to cultivating and preserving a work culture where we celebrate who we are, where everyone feels seen and heard and where every employee can fulfill their potential. As an equal opportunity employer, we are committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with all legislative requirements throughout Canada. Please let us know if you require an accommodation during any aspect of the recruitment process and we will work with you to address your needs.
Why should you work for goeasy?
To learn more about our great company please click the links below:
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easyhome
About us
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Personal loans
Lease to own '