Collections Specialist

2 weeks ago

Calgary, Canada Neo Financial Full time

**_Come Build a Better Financial Future for all Canadians_**

At Neo, we’re building a more rewarding financial experience for all Canadians.

Life at a rapidly expanding tech startup is demanding, exhilarating, and not for everyone.

From world-class creative minds to brilliant engineers, it's high-performing people that make Neo a workplace with passion and purpose.

Since being founded in 2019, Neo has built incredible traction and is one of the fastest growing fintechs in Canada.
- LinkedIn’s Top Startup in Canada for 2022 and 2023
- Top-ranked mobile apps and credit cards
- Canada’s top-rated credit card
- Team of 700+ people
- 1M+ customers in 3 years
- 11K+ retail partners

**High Performance at Neo**

We recruit, hire, and build our company culture around these attributes:
**Teamwork**: We trust, respect, encourage, and show up for each other — through good times and hard. We’re on this mission not just for ourselves, but also for the people we work with — and ultimately, for our customers.

**Ownership**: We all have a stake in Neo’s success — so we go out of our way to do what needs to get done. We hold ourselves accountable to deliver on our commitments — to our customers, to our partners, and to our team. When we fall short, we find a way to do better in the future.

**Professional Integrity**:We’re asking millions of Canadians to trust us with their hard-earned money — so we hold ourselves (and each other) to the highest standards of integrity.

**About the Role**:
Reporting to the Manager of Collections, the Collections Specialist is responsible for managing overdue accounts, minimizing risk, and supporting customers in finding solutions to meet their financial obligations. You will play a vital role in ensuring the financial health of the organization while delivering an empathetic, customer-focused approach in all interactions.

**What You’ll Be Doing**:

- ** Negotiation & Problem-Solving**: Collaborate with customers to find tailored repayment solutions that meet their needs while achieving business goals.
- ** Documentation & Compliance**: Maintain detailed records of customer interactions, payment agreements, and account updates while adhering to regulatory standards.
- ** Collaboration**: Work closely with cross-functional teams, including Customer Experience, Risk, and Compliance, to resolve account disputes and identify process improvements.
- ** Trend Analysis**:Monitor delinquency trends and provide feedback to enhance collections strategies and risk management practices.
- ** Performance Metrics**: Meet or exceed individual and team performance targets, including recovery rates, contact efficiency, and customer satisfaction scores.

**What We’re Looking For**:

- Prior experience in collections, financial services, sales, customer success, or other customer-facing roles.
- Experience in a high-volume outbound call environment is an asset.
- Familiarity with fintech, banking, CRM platforms, or collections tools is a plus.
- Strong verbal and written communication skills, with an emphasis on negotiation and active listening.
- Bilingual proficiency (French/English) is highly desirable.
- A knack for problem-solving and adaptability to handle diverse customer scenarios.
- Excellent organizational skills to manage multiple accounts simultaneously.
- Customer-centric mindset with the ability to build rapport and maintain a professional tone.
- A results-driven approach, with a focus on meeting individual and team goals.
- Ability to thrive in a fast-paced, tech-driven environment with evolving processes.
- Familiarity with collections and/or financial regulations and best practices for collections will be an asset.

**Working at Neo**:
Joining Neo means betting on yourself and discovering your full potential. As individuals and as a team, we continually challenge ourselves and each other to do our best work. We’re making change happen at a rapid pace — providing endless opportunities to sharpen your skills, expand your knowledge, and find new solutions to complex problems. That means rapid career progression and constant learning opportunities.

The people who thrive at Neo are resourceful, relentless, and want to win. We hold ourselves to high standards, because we’re on a mission that matters — to transform financial services for the better. If that’s what you’re looking for, read on.

We trust, respect, and show up for each other. That means truthful conversations, frequent feedback, and working with people who push you to be your best. We’re evolving quickly as an organization, we work together in person, and the pace of progress isn’t for everyone. That’s why we’re looking for change-makers who love a challenge — who would rather blaze a trail through uncertainty than travel a well-paved road.

Our team members earn meaningful equity in the company through stock options — so Neo’s growth benefits everyone who helps make it happen. That also means taking on more responsibility tha

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