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Collections Manager

1 month ago

Calgary, Canada Quantifi Full time

QLI (Quantifi Lending Inc.) is a full spectrum non-prime automotive lender. We are a leading bank alternative lender that uses innovative technology to create personalized loans that fit individuals financial profile. We look beyond the “traditional” credit scoring method and take a holistic view of what financial responsibility really looks like for our applicants.

**Position Summary**

We are seeking a highly skilled, hands-on Collections Manager to join our dynamic team. As a Collections Manager, you will play a crucial role in overseeing and optimizing our collections performance and processes. Your primary responsibility will include upholding existing processes, improving and creating new collection strategies that balance operational efficiency with customer empathy, and ensuring timely recovery of overdue accounts while maintaining positive customer relationships.

You will lead a team of client success analysts by providing guidance, training and performance management to drive results. Using data-driven insights, you will identify opportunities for process improvements and enhance collection practices to achieve targets. Your role will involve close, cross-functional collaboration, including the credit and dealer relations team.

The role requires proficiency in credit adjudication to analyze and strategize collections efforts tailored to each client. Additionally, you will provide the operations team with feedback and support the client success team with any new loan issues that may arise. The Manager of Collections will work closely with the Manager of Lending Operations and the Team Leads of Client Success to ensure monthly and quarterly Key Performance Indicators (KPIs) are on target and met.

**Responsibilities**:

- Execute existing and create new effective collections strategies tailored to non-prime automotive customers to maximize recovery rates and minimize losses.
- Lead, mentor, and manage client success analysts by providing ongoing training, support and performance evaluations to ensure high productivity.
- Handle complex and escalated customer interactions, negotiate payment arrangements and work to resolve disputes in a professional and efficient manner.
- Prioritize customer resolution while meeting organizational objectives, balancing empathy with the need for debt recovery.
- Identify opportunities to retain customers who have fallen into delinquency.
- Monitor collection expenses and make cost effective collection decisions.
- Work collaboratively with the Client Success team on high risk accounts on a regular basis to align strategy for delinquencies and repossessions.
- Develop and implement technology solutions to enhance collections processes.
- Maintain relationships and negotiate with external vendors such as civil enforcement agencies, auction houses, impounds and towing companies to recover vehicles efficiently and effectively.

**Qualifications**:

- Minimum 4 years experience in collections management, preferably within the automotive industry.
- Bachelor’s degree and/or professional collections certifications, such as National Collector Certificate, considered an asset.
- Experience managing a team.
- Proven track record of successfully managing collections for highly delinquent accounts.
- Familiarity with relevant laws and regulations such as insolvency, fair debt collection and other compliance requirements.
- In-depth understanding of non-prime credit dynamics and collection strategies.
- Exceptional communication & negotiation skills, both verbal and written.
- Proven track record of achieving or exceeding performance targets and KPIs in a collections environment.
- Strong ability to think out of the box and problem solve creatively.
- Credit adjudication and underwriting knowledge would be considered an asset.