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About the Role

Lead the day-to-day coaching, training, and quality assurance to ensure Credit Counsellors deliver an outstanding client experience. Mentor a team doing meaningful work, collaborate across departments, and contribute to special projects that improve client service.

Responsibilities

• Coach, train, and mentor Credit Counsellors to deliver a consistent, high-quality client experience.
• Support counselling interactions by phone, online, and in person as needed, modelling best practices and empathy.
• Lead quality assurance for the counselling function—monitoring, feedback, and continuous improvement.
• Oversee day-to-day call centre operations, including shift scheduling, performance monitoring, and providing coaching and support to team members.
• Prepare and share reports on team performance, customer feedback, and operational challenges for leadership review.
• Manage details, multiple priorities, and deadlines in a fast-paced call centre environment.
• Step in to perform Credit Counselling duties when needed, including client counselling.
• Support people-leadership activities, including hiring and onboarding, to build a strong counselling team.
• Build a positive, accountable team culture—strengthening engagement and morale.
• Partner effectively with other departments to resolve issues and improve client outcomes.
• Contribute to special projects and other duties as assigned.

Requirements

• Bachelor’s degree.
• Certified credit counselling exam completed, or ability to pass within 12 months of employment.
• People-leadership/management experience; hands-on supervision in a credit counselling environment is an asset.
• Background in credit, collections, or financial planning preferred.
• A five-year history is acceptable.
• Strong communication and relationship-building skills (verbal and written).
• Ability to empathize and support people who may be in distress.
• Ability to work independently while meeting deadlines.
• Strong attention to detail, with the ability to multitask and prioritize daily work.
• CFC/AFCC designation to be obtained and maintained within twelve months of hire (company supported).
• Experience in a call centre environment (preferably Financial Services, Mortgages, or Collections).

Skills

• Call Centre Supervision
• Sales
• Financial Services
• Mortgages
• Collections
• Inside Sales
• Coaching
• Quality Assurance
• Debt collections

Location

• In-office

Work Type

• Schedule varies
• Includes two Saturdays per month

Experience Level

• People-leadership/management experience
• Hands-on supervision in a credit counselling environment is an asset
• Experience in a call centre environment

Education Level

• Bachelor’s degree
• Certified credit counselling exam
• CFC/AFCC designation

Benefits

• Competitive benefits and vacation package

About the Company

• Consolidated Credit Counselling Services of Canada has helped over half a million Canadians find relief from credit card debt through practical, judgment-free guidance.
• We invest in connection through team-building activities and events that strengthen collaboration and culture.
• We offer a competitive benefits and vacation package to support your wellbeing and time off.
• We are an organization focused on helping Canadians build a healthier financial future.