Client Service Representative

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

At Farber, our clients are our number one priority and as a Client Service Representative, you will have the opportunity to make a difference as the first point of contact for clients. In this remote role, you will respond to incoming calls and web submissions. You will advise potential clients on how our service offerings can help improve their financial situation and assist existing clients with their inquiries. As the ideal candidate, you will be able to work independently to produce quality work and meet performance goals. You will have strong skills in client services and sales along with an ability to identify a client’s needs and assess how Farber can help. In addition, you will be able to adapt to changes in department processes and be open to continued learning/training.

Our contact center business hours are currently from Monday – Friday 8:30am -9pm EST and Saturday 9am – 3pm EST and hope to expand. As such, we are currently hiring for a new shift from 11:30am – 8pm EST. You must be available to work occasional Saturdays. You must be flexible with working rotational, afternoon, and evening shifts.

Responsibilities

• Empathetically screen and understand a potential client’s situation and assess if Farber’s services will fit their needs.
• Recommend appropriate services for the client and book appointments for them to meet with one of our advisors (internally known as Debt Solutions Manager).
• Schedule appointments for the client using a booking system.
• Efficiently respond to current clients’ inquiries relating to the status of their file.
• Appropriately document every contact in our information systems.
• Perform administration tasks as assigned such as, rescheduling appointments, creating and completing follow-up tasks, handling emails in the team’s inboxes, etc.).
• Communicate via phone, email, webchat and SMS to potential clients.
• Achieve team targets.
• Develop, maintain and apply the learned knowledge of our specialized industry.
• Other duties as assigned.
  
  

Qualifications

• College diploma
• 3 years of prior customer service experience
• Call center experience is an asset
• Experience working in the financial industry is an asset
• Excellent verbal and written communication skills; excellent spelling and grammar skills
• Natural ability to recognize and speak to the client’s emotional state
• Excellent listening skills
• Ability to build and manage relationships
• Detail oriented, organized, and effective time management skills
• Ability to multitask and successfully operate in a fast paced and team environment
• Committed and a team player
• Highly motivated with a strong sense of accountability for their work
• Ability to work independently with integrity, honesty and ownership.
• Experience working remotely is an asset
• Experience with MS Office (Outlook, Excel, Word, Teams) and able to learn new software and applications quickly
• Strong typing skills
  
  

Compensation, Benefits, And Perks

To ensure we attract and retain top talent, we offer competitive compensation and benefits which we continually review and update to meet the evolving needs of our people.

As a Part Of Our Team, You Will Receive

• flexible work arrangements
• vacation and wellness days
• extended health and dental coverage as well as a virtual doctor plan
• 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
  
  

Our Culture at Farber

At Farber, we’re in the business of helping people—and this ethos extends not only to our clients, but to our employees and partners. We are committed to taking action and to delivering an inclusive, diverse, and equitable workplace that our staff experience every day. This commitment also shapes our culture, which is one of a kind and unique.  We are proud to have a dedicated culture committee who organize events, and consists of staff volunteers. They hand out awards for recognition and support the many holidays in our community to celebrate our inclusive and diverse workforce at Farber.   

Farber encourages applications from all qualified candidates who represent the diversity of Canada.  

• If you require any accommodations throughout the recruitment process—including alternate interview formats, accessible materials, or any other accommodations—we encourage you to contact us at [email protected]. 
  
  

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