Manager, Collections

4 months ago

Toronto, Canada Fairstone Full time

Reporting to the Senior Manager, Customer Accounts, the Collections Manager will lead a specialized team of collection agents responsible for providing top quality service to our customers regarding the repayment of their financed auto loans.

Responsible for maintaining programs, policies and team productivity to achieve desired KPIs.

Additional support areas include but are not limited to, coaching and training, and quality audits.

Creating initiatives/programs to support business target objectives. Analyzing service level agreements and standards, market trends, improve customer experience; improving group performance; directing team as needed to accomplish goals; managing implementation efforts; resolving complex problems or inquiries; ensuring overall compliance with government regulations and company processes and policies.

This role requires extensive and consistent weekly/monthly training and development of the Collections team along with managing and auditing their day-to-day performance.

Key Responsibilities

Objective is to minimize losses and/or maximize returns on investment through prompt and appropriate loss mitigation processes.
- Leads by example in delivering exceptional, positive customer experience that builds trust through expertise, responsive service and support.
- Ensures that all KPI’s for the department are met and prepare & deliver action plans whenever underperforming
- Ensures best practices are being met with a focus on reducing delinquency and improving customer experience
- Design and implement strategies to motivate the Collections Team to achieve departmental goals
- Develops and maintains long-term relationships with other internal teams working in customer accounts, recoveries, and loan originations.
- Handles escalation calls with an informed, professional, and efficient approach
- Addresses escalated customer requests and transactions
- Executes on required loss mitigation processes/procedures for the resolution of non-performing and high-risk accounts.
- Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
- Develops employee action plans and solutions in the effort to maximize recoveries
- Coach with proficient tools to assist department in achieving goals
- Reviews and audit employee assigned accounts and work flow of collection to provide insights and recommendations.
- Gathers and formats data and ad-hoc reports in managing employee performance scorecards
- Follows departmental policies and procedures
- Keeps abreast of needs of the Collections departments. Identifies and makes referrals to other business groups as needed.
- Maintains current knowledge of collections strategies, practices, and trends and integrates into customer conversations in a professional manner.
- Supports continuous improvement initiatives by identifying and implementing changes to make processes more effective and efficient.
- Develops and maintains awareness of industry trends and best practices and the regulatory environment as it relates to collections products and services
- Facilitate repossessions, sales, and redemptions according to company and legislative guidelines, while providing administrative and reporting support to management
- Must be detail oriented and be able to understand and prepare complex documentation and update different host systems while maintaining customer records

Job Qualifications
- Excellent verbal and written communication skills.
- Minimum 5 years collection experience, near prime and sub-prime automotive segment
- Preferred knowledge of the automotive finance life cycle and interest in the industry
- Proficiency with Microsoft Office (Excel, Word, and Outlook)
- Able to understand/prepare complex documentation, update different host systems, and maintain customer records
- Ensure all assigned tasks are completed accurately and on time in a fast-paced environment
- First-rate telephone skills, confidence in problem solving, negotiating and decision making
- Scheduled shifts for days, evenings, and rotating Saturdays when required to meet targets
- Proven ability to multitask, prioritize workload and meet deadlines.
- Ability to work collaboratively with a team of specialized managers working to achieve overall company objectives.

WE ARE PROUD TO BE: Montreal's Top Employers 2024 by Canada’s Top 100 Employers

Learn more:
Follow us on LinkedIn:
Time Type:
Full time

Job Type:
Permanent

  • Collection Manager

    3 months ago

    Toronto, Canada ACTION COLLECTIONS AND RECEIVABLES MANAGEMENT Full time

    Third Party Collection Manager/Supervisor Action Collections and Receivables Management - North York, On Job Purpose: To oversee the operations of the collection floor, including but not limited to ensuring targets are set and hit, ensuring compliance with all laws and regulations and corporate standards, policies and procedures. **Duties**: - Hiring,...

  • Collection Agent

    7 months ago

    Toronto, Canada ACTION COLLECTIONS AND RECEIVABLES MANAGEMENT Full time

    Action Collections & Receivables Management is one of the fastest growing collection agencies in Canada. Due to our ongoing success and growth we are in the process of expanding our Collection call center in **North York, Ontario.** We are conveniently located and provide collection services to a broad range of Canadian corporations. Our clients include...

  • Experienced Collection Officer

    3 months ago

    Toronto, Canada Action Collections and Receivables Management Full time

    Action Collections & Receivables Management is one of the fastest growing collection agencies in Canada. Due to our ongoing success and growth we are in the process of expanding our Collection call center in **Toronto, Ontario** We are conveniently located and provide collection services to a broad range of Canadian corporations. Our clients include many of...

  • Third Party Collections

    2 weeks ago

    Toronto, Canada ACTION COLLECTIONS AND RECEIVABLES MANAGEMENT Full time

    Third Party Collection Manager/Supervisor Action Collections and Receivables Management - North York, On Job Purpose: To oversee the operations of the collection floor, including but not limited to ensuring targets are set and hit, ensuring compliance with all laws and regulations and corporate standards, policies and procedures. **Duties**: - Hiring,...

  • Compliance Coordinator 3rd Party Collections

    1 month ago

    Toronto, Canada ACTION COLLECTIONS AND RECEIVABLES MANAGEMENT Full time

    Action Collections & Receivables Management (ACRM) is one of the fastest growing collection agencies in Canada. Due to our ongoing success and growth, we are in the process of expanding our call centre in St Laurent, Quebec. We currently provide collection services to a broad range of Canadian corporations. Our clients have come to rely on ACRM for proven...

  • Call Center Supervisor, Third Pary Collections

    4 months ago

    Toronto, Canada Action Collections and Receivables Management Full time

    Job description Action Collections & Receivables Management is one of the fastest growing collection agencies in Canada. Due to our ongoing success and growth we are in the process of expanding our Collection call center in Toronto, Ontario. We are conveniently located at Steeles Ave and Victoria Park and currently provide collection services to a broad...

  • Entry Level

    2 weeks ago

    Toronto, Canada ACTION COLLECTIONS AND RECEIVABLES MANAGEMENT Full time

    Action Collections & Receivables Management is one of the fastest growing collection agencies in Canada. Due to our ongoing success and growth we are in the process of expanding our Collection call center in Toronto, Ontario. We are conveniently located at Steeles Ave and Victoria Park and currently provide collection services to a broad range of Canadian...

  • Entry Level

    3 months ago

    Toronto, Canada ACTION COLLECTIONS AND RECEIVABLES MANAGEMENT Full time

    Action Collections & Receivables Management is one of the fastest growing collection agencies in Canada. Due to our ongoing success and growth we are in the process of expanding our Collection call center in Toronto, Ontario. We are conveniently located at Steeles Ave and Victoria Park and currently provide collection services to a broad range of Canadian...

  • Resident Manager or Team

    3 days ago

    Toronto, Canada RESIDENT MANAGER Full time

    This is a live-in position for a high-rise apartment building. If you are the type of individual or team who are self-starters, motivated and have a hands-on approach with the ability to work independently with mínimal supervision then this role is for you. **We are looking for an individual or team whose key responsibilities are**: 1. Building...

  • Collections Manager

    2 months ago

    Toronto, Canada Reliance Home Comfort Full time

    Find Your Limitless with Reliance By joining Reliance as Collections Manager, you’ll become an important team member and will be provided with the tools you need to succeed. We have ambitious growth plans and are looking for Team Members who want to grow with us. At Reliance, we pride ourselves on the fact that we provide limitless opportunities for...

  • Collections Manager

    7 months ago

    Toronto, Canada Spinnaker Resorts, Inc. Full time

    **JOB DESCRIPTION SUMMARY**: This position is responsible for the development and management of the loan and homeowner associates’ collection programs and training/supervision of the Collections team on a day-to-day basis. This position also monitors and directs staff production while ensuring goals are met/exceeded. Ensure that staff collections efforts...

  • Manager, Collections Strategy

    3 days ago

    Toronto, Canada Flexiti Financial Full time

    Flexiti is one of Canada’s fastest growing fintech lenders. We aim to make our customers’ lives more affordable and help our retail partners grow their sales by offering flexible financing options. Through our award-winning omni-channel platform, customers can be approved instantly to shop with their FlexitiCard®, which they can use online or in-store...

  • Manager, Collections Strategy

    7 months ago

    Toronto, Canada Flexiti Financial Full time

    Flexiti is one of Canada’s fastest growing fintech lenders. We aim to make our customers’ lives more affordable and help our retail partners grow their sales by offering flexible financing options. Through our award-winning omni-channel platform, customers can be approved instantly to shop with their FlexitiCard®, which they can use online or in-store...

  • Manager, Collections Strategy

    8 months ago

    Toronto, Canada Flexiti Financial Full time

    Flexiti is one of Canada’s fastest growing fintech lenders. We aim to make our customers’ lives more affordable and help our retail partners grow their sales by offering flexible financing options. Through our award-winning omni-channel platform, customers can be approved instantly to shop with their FlexitiCard®, which they can use online or in-store...

  • Credit and Collections Manager

    1 week ago

    Toronto, Canada Kohl & Frisch Limited Full time

    Primary Role of This Position The Credit and Collections Manager is responsible for a large and diverse portfolio requiring excellent credit risk management skills, expertise in customer security agreements along with strong process and systems knowledge. This role will collaborate with the National Credit Manager on setting credit policies, monitoring...

  • Manager, Credit

    7 months ago

    Toronto, Canada Spin Master Ltd Full time

    Are you a kid at heart looking to build a career with a leading global children's toy, entertainment and digital gaming company? At Spin Master, our unwavering commitment to open mindedness, integrity and innovation is a great part of what has made us an industry leader. How do we stay ahead of the pack? By hiring the best and brightest minds—and that’s...

  • Collection Optimization Manager

    7 days ago

    Old Toronto, Canada Tbwa ChiatDay Inc Full time

    Momentum Financial Services is a leading provider of financial services in North America.Job OverviewThe company offers a range of financial products and services to its customers, including access to cash and related products through its retail network of over 400 locations.Estimated Salary$80,000 - $120,000 per year, depending on experience.Job...

  • Manager, Billing

    1 week ago

    Toronto, Canada TouchBistro Full time

    **What You'll Do** - Billing Operations: Ensure accurate invoicing, optimize Zuora workflows, and collaborate with teams to resolve billing issues promptly.Collaborate with the Finance team to ensure accurate accounts receivable reporting and goal alignment to maintain liquidity and reduce overdue balances. - Collections Management: Develop strategies to...

  • Manager, Collections Strategy Analytics

    2 weeks ago

    Toronto, Canada Scotiabank Full time

    Requisition ID: 163179 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. **Job Purpose**: Working within GRM, you will be responsible for driving improvements in collection strategies by leading the production of policies, strategies and data driven analyses that result in actionable insights that...

  • Manager, Collections Analytics

    1 week ago

    Toronto, Canada Scotiabank Full time

    Requisition ID: 144706 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. **As a Manager, Collection Analytics & MIS,** you will be responsible for the delivery of timely management reporting & analyses, enabling operations teams to make effective decisions to achieve the Bank’s credit loss & operations...