Team Lead Collections

2 weeks ago

Burlington, Canada DLL Group Full time

DLL is not your average financial services company. In fact, we’re above average in almost every way. With an employee engagement score of 85% (compared to the 72% industry average), it sure seems like we’re doing something right. And, while most companies survive fewer than 20 years, 2019 marked our 50th.

We collaborate with manufacturers, suppliers, and businesses in more than 30 countries to enable the acquisition of equipment, technology and software that companies need to contribute meaningfully to their communities. We believe in partnering with our customers to develop innovative and sustainable financial solutions that deliver meaningful value to the world.

At DLL, we are committed to making sure that all people, regardless of their race, ethnicity, gender, sexual orientation, age, religion, physical characteristics, or mental abilities, feel welcomed and encouraged to be their authentic selves. We strive to create an inclusive environment that is reflective of the communities in which we operate. Come see what all the excitement is about.

DLL Canada invites you to share in our success by joining our Collections team. We are hiring an experienced **Team Lead.**

**Day to day**:
The Team Lead in Collections assists in the day-to-day management of the Collections Team. They are responsible for New Hire training, ongoing coaching/mentoring for the team members, handling customer escalations, approving financial adjustments to contracts, participating in team/cross functional initiatives and other duties as required. Collections is primarily responsible for ensuring the Collection Team meets their established delinquency goals as defined in their yearly targets. As part of the escalation process it will be their responsibility to address any gaps in process, solve the issue and look for way to prevent a similar issue in the future. They will be responsible for communicating the issue and solution to the management team as required.

The responsibility of maintaining a collections worklist which includes specialized programs and key relationships. They will be accountable to meet the established delinquency goal or lower, as well as other financial KPIs related to non-interest income and operational expense. The Team Lead will also play a key role in supporting the Management team day to day by coordinating the regular collection contests and incentives, dealing with call escalations and complaints as well as monitoring various oversight reports to ensure that the accounts are being effectively worked throughout the teams.

**_ Leadership Accountabilities _**
- Provide training and guidance for Collection members
- Develop members to deliver excellent collection skills by focusing on job knowledge, technical, interpersonal and communication skills.
- Communicate results, corporate initiatives, programs and policies to the team as required.
- Participate in team meetings and attend management team meetings as required, and provide minutes as required.
- Participate in department and cross functional initiatives.
- Identify process improvement opportunities, with a focus on streamlining and the elimination of unnecessary steps in order to maximize efficiency and improve results.
- Work with the management on cross-functional projects, and initiatives as required.
- Address customer complaints/escalations, identify source causes of issues and work with the management on resolutions.
- Ensure BCP plan is updated at all times and complies with company requirements, participate in the periodic BCP testing processes as required.
- Provide feedback to management concerning possible problems or areas of improvement as well as performance of team.
- Assist in the day to day management of the collection queues.
- Develop and maintain the collector training materials and ensure that policies and procedures are updated regularly.
- Other duties as assigned.

**_Collections Functions_**
- Develop and maintain relationships with major customers to promote retention and resolution of collections issues.
- Complete extensions & rewrites on delinquent contracts
- Communicate with debtors to attempt to bring resolution to unpaid accounts and escalated issues with advanced level of expertise.
- Review contracts and investigate as required to determine scope of more involved issues, in order to take necessary action and prepare required paperwork to resolve/correct customer issues within established SLAs

**“We lead the way in meeting the need for flexibility and transparency which our customers increasingly expect.”**

**Essentials**:

- Minimum of 5 years Collections or leasing experience.
- Bilingualism (French, English) an asset
- Strong interpersonal as well as written and verbal communication skills
- Must be self-directed, decisive and goal oriented. Comfortable working in an empowered work environment with established goals/expected results and limited step-by-step direction.
- Strong relationship building

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