Team Manager, Customer Retention

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, 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 a 5000% 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 $45,000 and easyhome is Canada’s largest merchandise lease-to-own company. It is our mission to provide everyday Canadians with a 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 2000 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 and energetic Team Manager, Customer Retention to oversee the management and personal development of up to ten (10) Retention Specialists. You will be accountable for managing all aspects of customer retention activities as related to loan protection plans and other ancillary products sold in conjunction with EFS loans.

Your responsibilities include (but are not limited to):

• Manage all Customer Retention activities for the goeasy Branch/Store Network and National Shared Service Centre (NSSC)
• Develop and execute strategies to improve processes, customer satisfaction, and revenue gain related to retention activities and cancellation rate reduction of of Loan Ancillary products, including but not limited to Loan Protection Plans, Credit Optimizer and Home and Auto.
• Assess the financial implications of retention efforts in order to optimize the Lifetime Value of the Ancillary Products
• Effectively manage the reporting and flow of information related to Retention Activities through the ongoing creation, updating and monitoring of various internal reports and related KPIs
• Identify, assess and recommend changes to existing policies, procedures and/or work flow processes to align with business and regulatory requirements
• Work closely with the Team Manager, Performance and Quality Assurance (NSSC) to communicate KPI trends, insights and recommendations to the Senior Leadership Team on customer satisfaction and customer experience as it relates to the sales and servicing aspects of loan ancillary products
• Supervise and motivate a team of up to ten (10) individuals, providing training and guidance daily
• Play a key role in all areas of recruitment, retention, coaching and development of the Retention Team

What we are looking for:

• Minimum of 2-3 years’ experience as a Manager in a Sales, Service and/or Collections environment is an asset
• Proven ability to achieve sales goals while focusing on customer experience
• Possess a strong knowledge and understanding of all goeasy Sales, Service and Collections policies
• Ability to provide effective guidance, leadership and motivation to the Customer Retention team members
• Process Improvement and execution mindset
• Highly developed oral and written communication skills
• Analytical, critical thinking and problem-solving skills
• Ability to work under pressure and effective time managementa fast-paced environment
• An energetic and performance-oriented individual with well-developed critical thinking skills and strong attention to detail
• Ability to make decisions independently
• Ability to interact with mid-to-senior levels of Management
• Reflect a positive and mature attitude towards teammates, peers, other employees and customers

What’s in it for you?

goeasy takes pride in our company culture and thrives on ensuring our employees have access to programs and benefits to do their best which is one of the reasons why we were recognized for Canada’s Most Admirable Cultures award in 2018. We take pride in rewarding our employees for their commitment and hard work by offering a variety of programs and services including: 

• Flexible work program
• Significant exposure to key stakeholders
• Competitive compensation package (Base + Bonus, Health/Dental benefits)
• Onsite company gym
• Parental/maternity leave top-up
• Group Retirement Plan: RSP + match

Inclusion and Equal Opportunity Employment

goeasy is an equal opportunity employer. In addition, goeasy is 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 due to a disability 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:

http://goeasy.com/careers/