Team Lead, Consumer Proposal Inquiries

Farber Group; Toronto; Hybrid; CAD 50,000 - 60,000; Full time

Benefits offered by this job

Hybrid work environment

Vacation-wellness days

Extended health and dental coverage

Employee Assistance Program

Company-matching retirement savings

Professional development support

Annual company events

Discounts and perks

Job summary

Farber Group is seeking a Team Lead for the Consumer Proposals Inquiries/Payments team in a hybrid North York setting. The role focuses on day-to-day leadership, coaching and ensuring inquiries are handled accurately and efficiently within service expectations.

Responsibilities include performance coaching, onboarding for new hires, and ensuring coverage across CPI/CPP while driving continuous improvement and standard procedures. A college diploma and insolvency experience are strongly preferred.

Qualifications

• College diploma or equivalent combination of education and relevant experience.
• Previous experience leading, coaching or supervising employees; direct people-management experience is preferred.
• Experience in customer service, contact centre or inquiry-management operations.
• Insolvency industry and consumer proposal experience is strongly preferred

Responsibilities

• Provide day-to-day leadership, direction and support to CPI/CPP employees, building accountability, engagement and a positive, respectful working environment.
• Hold regular one-on-one meetings to review performance, provide coaching and feedback, discuss development opportunities and address individual support needs.
• Monitor performance against productivity, service, quality and behavioural expectations; recognize strong performance and provide timely coaching.
• Identify knowledge and skill gaps and coordinate refresher training, job shadowing or additional support as required.
• Support new employees through onboarding, training, integration into the team and ongoing coaching.
• Monitor attendance, schedules and planned absences for assigned employees and address concerns with the Manager.
• Set and communicate daily priorities for assigned employees, ensuring inquiries are handled within service expectations.
• Review volumes, queues, workload and daily coverage; coordinate adjustments to deploy resources.
• Review calls, emails and file activity for accuracy and quality.
• Serve as first escalation point for employee questions and complex inquiries.
• Conduct regular team huddles to review priorities and issues.
• Participate in CPI/CPP team work to maintain coverage.
• Work with other Team Leads to align leadership practices and ensure consistent procedures across groups.
• Ensure communications and service expectations are delivered consistently.
• Provide coverage across CPI/CPP team when needed.
• Share observations with Manager on staffing, performance and risks.
• Identify recurring themes and opportunities to improve efficiency and client experience.
• Identify process improvements and support implementation of new processes, technology and contact-center capabilities.
• Build knowledge of consumer proposal processes and team procedures to guide employees.

Skills

People leadership

Coaching

Communication

Customer service

Time management

Problem solving

Conflict resolution

Education

College diploma

Tools

Microsoft Office

Job description

Company Information

One of Canada’s oldest and most respected debt solution providers. We help people get out of debt and start rebuilding their lives again. Established in 1979, Farber has over 250 employees working across Canada and has helped over 100,000+ Canadians get out of debt.

And now, we’re embarking on our next stage of innovation & significant growth. To do that, we hire experienced, enthusiastic, motivated, innovative, and customer-centric team members to play critical roles in helping us reach our ambitious goals.

Join us in better serving the growing number of Canadians who are in need of help.

Position Summary

The Team Lead, CP Inquiries provides day-to-day people and operational leadership to an assigned group of employees within the Consumer Proposal Inquiries / Consumer Proposal Payments (CPI/CPP) team. The Team Lead is accountable for creating a supportive, consistent and high-performing employee experience while ensuring inquiries are handled accurately, efficiently and within established service expectations.

Responsibilities

People Leadership & Development

• Provide day-to-day leadership, direction and support to assigned CPI/CPP employees, building accountability, engagement and a positive, respectful working environment.
• Hold regular one-on-one meetings to review performance, provide coaching and feedback, discuss development opportunities and address individual support needs.
• Monitor individual performance against established productivity, service, quality and behavioural expectations; recognize strong performance and provide timely, specific coaching when gaps are identified, monitoring progress and escalating significant or ongoing concerns to the Manager.
• Identify knowledge and skill gaps and coordinate refresher training, job shadowing or additional support as required.
• Support new employees through onboarding, training, integration into the team and ongoing coaching.
• Monitor attendance, schedules and planned absences for assigned employees and address or elevate concerns in partnership with the Manager.

Operational Leadership & Service Delivery

• Set and communicate daily priorities for assigned employees, ensuring incoming calls, emails and other inquiries are handled accurately and within established service expectations.
• Monitor volumes, queues, workload and daily coverage; coordinate adjustments with other Team Leads and Manager to ensure resources are deployed where they are most needed across CPI/CPP.
• Review calls, emails and file activity to assess accuracy, service quality, consistency and adherence to established procedures.
• Serve as the first point of escalation for employee questions and more complex inquiries, using sound judgement to resolve issues or elevate when required.
• Conduct regular team huddles or meetings to review priorities, volumes, service results, best practices, procedural changes and emerging issues.
• Participate in the work of the CPI/CPP team when required to maintain coverage and meet service expectations.

Leadership Consistency & Partnership

• Work closely with other Team Leads to align day-to-day leadership practices, performance expectations, coaching, work allocation and interpretation of procedures, proactively agreeing on a consistent approach where decisions or issues may affect employees across both groups.
• Ensure team communications, procedural updates and service expectations are delivered consistently across both groups and reinforce shared team goals rather than separate sub-team practices.
• Provide coverage and leadership support across the broader CPI/CPP team when other Team Leads are unavailable or operational needs require it.
• Share observations, best practices and emerging issues with other Team Leads and maintain regular communication with the Manager regarding staffing, attendance, performance, quality, workload, employee development and operational risks.

Continuous Improvement & Change Support

• Identify recurring inquiry themes, process gaps, training needs and opportunities to improve efficiency, quality or the client experience, and bring recommendations to the Manager.
• Support implementation of new processes, procedures, technology and contact‑centre capabilities, helping employees understand and adopt changes.
• Build and maintain strong knowledge of consumer proposal processes, team procedures and supporting systems in order to provide effective guidance to employees.

Qualifications

• College diploma or equivalent combination of education and relevant experience.
• Previous experience leading, coaching or supervising employees; direct people-management experience is preferred.
• Experience in customer service, contact centre or inquiry‑management operations.
• Insolvency industry and consumer proposal experience is strongly preferred

• Strong people leadership and coaching skills, with the ability to set clear expectations and hold employees accountable in a supportive manner.
• Collaborative leadership style and demonstrated ability to align decisions and approaches with peers.
• Excellent customer service, judgement and problem-solving skills, including the ability to manage escalated or sensitive inquiries.
• Excellent verbal and written communication skills and the ability to communicate clearly with employees, clients, creditors and internal partners.
• Strong organizational, prioritization and time-management skills in a high-volume environment.
• Ability to use performance, service and quality information to identify issues and focus coaching.
• Strong relationship-building, listening and conflict‑resolution skills.
• Comfort with change旻 the ability to help employees adopt new processes and technology.
• High computer literacy, including Microsoft Office and the ability to learn new systems and tools.

Benefits, and Perks

• Hybrid work environment
• Generous vacation-wellness days and birthday off
• Extended health and dental coverage, plus virtual doctor services
• Employee Assistance Program and mental health resources
• Company-matching retirement savings plan
• Financial support for professional development
• Annual company events
• Exclusive access to perks and discounts

Position: Team Lead, Consumer Proposals Inquiries

Location: North York/Hybrid

Industry: Financial Services

Employment Type: Permanent/Fulltime

Salary: $50,000-$60,000

Our Culture at Farber

At Farber, helping people is at the heart of everything we do—and that commitment extends to our employees, clients, and partners alike. We’re dedicated to building an inclusive, diverse, and equitable workplace where everyone feels valued, respected, and supported from day one.

Our culture is grounded in recognition, growth, and connection. We celebrate our people through meaningful awards and recognition programs, invest in their development through training/learning academies, education reimbursement, and foster an environment of respect that is felt across the organization. We also take pride in celebrating the diverse communities we serve and work in, creating a workplace where everyone can show up as their authentic selves.

We thank all candidates forsubmittingtheir resume, however, only those selected for an interview will be contacted.