About the role
Location : Casa Finance City
Activity : Banking & Credit Card Services
Start Date: October 14
Operations Team Leader
The Team Leader will manage and coach a team of Customer Service Representatives supporting a credit card/financial services campaign . The role is responsible for ensuring excellent customer service while maintaining compliance with client policies, financial regulations, and campaign-specific procedures.
The ideal candidate should have a strong understanding of credit card products, financial services, customer account handling, and basic financial concepts , with the ability to confidently explain financial information to customers in a clear and responsible manner.
Key Responsibilities
- Team Leadership: Lead, motivate, and develop CSRs handling credit card customer service, account inquiries, payment concerns, disputes, and other financial-related interactions.
- Performance Management: Monitor KPIs such as productivity, quality, customer satisfaction, attendance, and adherence to financial campaign requirements.
- Financial Services Support: Ensure agents accurately handle credit card information, transactions, customer accounts, payments, fees, and other financial concerns.
- Coaching & Financial Literacy: Coach agents on credit card processes, financial terminology, responsible customer communication, and proper handling of sensitive financial information.
- Compliance & Risk Awareness: Ensure the team follows client policies, data-privacy requirements, financial regulations, and approved scripts/procedures.
- Escalation Management: Handle complex or sensitive customer concerns, particularly those involving payments, disputes, account issues, or financial complaints.
- Reporting & Administration: Prepare performance reports and assist with attendance, payroll, workforce management, and other administrative responsibilities.
- Continuous Improvement: Identify performance gaps and implement coaching, training, engagement, and process-improvement initiatives.
Additional Requirements
- At least 1 year of BPO/call center experience , preferably in a leadership or supervisory position.
- Experience in banking, credit cards, financial services, fintech, or other financial campaigns is highly preferred.
- Demonstrated financial literacy , including familiarity with basic concepts such as credit, interest/profit rates, payments, fees, balances, billing cycles, and account management.
- Comfortable working on a financial campaign involving credit card services and handling sensitive financial information.
- Strong understanding of compliance, confidentiality, and responsible financial communication .
- Strong communication, coaching, analytical, and problem-solving skills.
- Proficiency in Google Workspace , and relevant call-center/CRM systems.
- Willingness to complete required client, compliance, financial-services, and leadership training .
Millions of jobs, with real people getting hired every day
Questions, answered
Click "Apply with JobAssist" – we tailor your resume and application to this role and submit it for your approval.
Yes. This role at TELUS Digital was screened before publishing – we confirmed the employer before listing it.
The employer didn't disclose a salary range for this listing. JobAssist shows pay whenever it's available.
This position can be done from anywhere, with no in-office requirement.
Yes – every application is tailored from your profile and this job's requirements, and you can review and edit before it's sent.