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Loan Servicing Team Manager

National Contact Centre
Mississauga, Ontario

Loan Servicing Team Manager

Position Overview: 

This is a challenging and hands-on role 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. 

primary job responsibilities


  • 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 areas 

  • 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


attributes & competencies


  • Individual is a true professional with 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 holidays

** These hours are subject to change based on our business requirements

 Fast-paced, multiple priority environment

  • Considerable computer and teams’ usage
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