Team Lead - Customer Care / Chef d'équipe – Assistance client (Bilingual)

LGM Financial Services; Montreal; On-site; CAD 90,000 - 100,000; Full time

Job summary

A financial services company in Montreal is looking for a Team Lead - Customer Care to supervise front-line Adjusters and ensure excellent customer service. Responsibilities include managing daily operations, coaching team members, and supporting complex claims adjudication. Candidates should have at least 2 years of leadership experience and be proficient in English and French. This role offers a competitive salary and comprehensive benefits.

Benefits

Competitive salary

Comprehensive benefits

Performance bonus

Vehicle rebate up to CA$400/month

Paid community service days

Ongoing education and career development

Qualifications

• Minimum 2 years claims adjusting experience required.
• Minimum 2 years leadership or team lead experience required.

Responsibilities

• Oversee front-line Adjuster staff for customer-oriented warranty claims.
• Manage daily operations of the claims adjudication team.
• Coach team members for high-quality customer service.

Skills

Excellent organizational and time management skills

Attention to detail and multi-tasking ability

Professional telephone manner

Ability to motivate and lead a team

Proficiency with MS Office

Bilingual (English/French) skills

Education

Automotive Technician Certification or relevant industry experience

College/university degree or equivalent work experience

AMF Certification

Tools

MS Office

Job description

Join to apply for the Team Lead - Customer Care / Chef d'équipe – Assistance client (Bilingual) role at LGM Financial Services

1 day ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

LGM Financial Services provided pay range

This range is provided by LGM Financial Services. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$90,000.00 / yr - CA$100,000.00 / yr

The Organization

LGM is a national leader in providing warranty, finance and insurance services to the Canadian automotive industry. Since 1998, LGM has been successfully supplying quality products and leading training solutions to Canadian automotive dealerships. Dealer partnerships are complemented with the strong backing and support of their automotive manufacturing brands, which include BMW / MINI, Kia, Mazda, Volvo, Jaguar, Land Rover / Range Rover and Mitsubishi Motors.

The Job

The Team Lead, Customer Care is responsible for overseeing all front-line Adjuster staff, ensuring an accurate, timely and customer-oriented approach to automotive extended warranty claims. A subject matter expert and team lead, the Team Lead, Customer Care assists Claims Adjusters with adjudication support and reviews complex claims. The role also involves responding to escalated claims and coaching team members to ensure high-quality customer service and adherence to service level agreements.

Key Responsibilities

• Provide exceptional customer service via telephone, live chat, and written correspondence.
• Manage daily operations of the claims adjudication team, ensuring adherence to KPIs and service levels.
• Address performance gaps through real-time adjustments, resource reallocation, and support.
• Support adjudication of all claim types, including complex claims, and assist with contact channel tasks.
• Coach and manage team performance, ensuring compliance with process standards.
• Collaborate with workforce management to monitor workflows and reduce backlogs.
• Create technical documents and process flows as needed.
• Provide daily support to team members through floor presence or virtual check-ins.
• Set clear expectations, provide feedback, and conduct regular coaching sessions.
• Ensure follow-through on development plans and escalations.
• Work with Technical Claims Advisors to align coaching and development.
• Lead with emotional control, agility, and influence.
• Create a high-performance culture focused on results and accountability.
• Communicate effectively, actively listen, and foster collaboration.
• Build effective teams and promote innovation and change leadership.

Required Skills

• Excellent organizational and time management skills.
• Attention to detail and multi-tasking ability.
• Professional telephone manner.
• Ability to motivate and lead a team.
• Proficiency with MS Office (Outlook, Word, Excel).
• Bilingual (English/French) oral and written skills are an asset.
• Maintain required licensing (e.g., AB, BC).

Education

• Automotive Technician Certification or relevant industry experience (preferred).
• College/university degree or equivalent work experience (preferred).
• AMF Certification (preferred).

Experience

• Minimum 2 years claims adjusting experience (desired).
• Minimum 2 years leadership or team lead experience (required).

The Rewards

• Competitive salary: CA$90,000 - CA$100,000.
• Onsite in Montreal.
• Comprehensive benefits, Group RRSP, performance bonus, wellness benefits, and education sponsorship.
• Paid community service days and birthday off.
• Vehicle rebate up to CA$400/month.
• Ongoing education and career development.
• Culture committed to innovation and social impact.

Ready to shape the future of customer experience? Apply now at lgm.ca/careers

Let’s redefine excellence together.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Customer Service

Industries: Financial Services and Insurance

Referrals increase your chances of interviewing at LGM Financial Services by 2x

Get notified about new Customer Care Team Lead jobs in Greater Montreal Area.

Location: St-Bruno-de-Montarville, Quebec, Canada