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Collections Team Leader

3 months ago

Toronto, Ontario, Canada Total Credit Recovery Full time

About Total Credit Recovery:

We are a forward-thinking organization in the financial services industry, employing over 550 professionals across multiple locations in Canada. We are currently in search of dedicated, motivated, and professional individuals to take on the role of Collections Supervisor.

Position Overview:

The Collections Supervisor is responsible for overseeing and coordinating the daily operations of the collections team. Reporting directly to the Department Manager, the Supervisor's responsibilities include, but are not limited to:

  • Developing work schedules and operational procedures
  • Addressing work-related challenges
  • Assessing training requirements
  • Monitoring attendance and performance metrics
  • Establishing a work plan, setting clear expectations, and achieving objectives
  • Performing collection activities as needed
  • Ensuring quality assurance through call monitoring
  • Conducting audits of files, calls, and work plans
  • Maintaining a support desk for Supervisors
  • Facilitating weekly training sessions
  • Participating in the hiring process
  • Conducting performance evaluations and providing feedback
  • Managing escalated customer interactions
  • Undertaking additional responsibilities as assigned by the Collections Manager or Supervisor

Qualifications:

  • Minimum of 2 years of experience in collections or a related field
  • Proficient in computer applications, particularly Excel
  • Familiarity with CUBS is advantageous
  • Excellent written and verbal communication abilities
  • Ability to learn quickly and adapt to changes
  • Strong organizational skills with a focus on prioritization
  • Previous experience in a supervisory role is preferred

Benefits:

The Collections Supervisor position may require flexibility to work both day and evening shifts on a rotating schedule.