Collections Team Lead

2 days ago

Toronto, Ontario, Canada Total Credit Recovery Full time

About Total Credit Recovery:

We are a leading financial services company, dedicated to providing exceptional customer service and recovery solutions. With over 550 employees across Canada, we are committed to excellence in all aspects of our business.

Job Summary:

We are seeking a highly skilled and experienced Collections Supervisor to join our team. The successful candidate will be responsible for supervising and coordinating the daily activities of our collection officers, ensuring seamless execution of our customer service and recovery strategies.

Key Responsibilities:

  • Develop and implement effective work schedules and procedures to optimize team performance.
  • Resolve complex work-related problems and provide guidance to team members.
  • Identify training needs and develop training programs to enhance team skills.
  • Monitor daily attendance and performance, providing constructive feedback and coaching.
  • Project a work plan, set clear expectations, and drive team goals.
  • Perform collection duties as needed, ensuring compliance with company policies and procedures.
  • Conduct quality assurance of calls through call monitoring, identifying areas for improvement.
  • Perform file, call, and work plan audits to ensure accuracy and compliance.
  • Maintain a Supervisor's support desk, providing timely and effective support to team members.
  • Conduct weekly training sessions to enhance team knowledge and skills.
  • Participate in hiring interviews, ensuring the selection of top talent.
  • Complete performance reviews and performance counseling, driving team growth and development.
  • Handle escalated calls, providing exceptional customer service and resolving complex issues.
  • Perform other duties as assigned by the Collections Manager or Supervisor.

Requirements:

  • 2 years of collection experience or relevant experience in a similar role.
  • Intermediate to advanced computer skills, specifically in Excel.
  • CUBS knowledge would be an asset.
  • Excellent written and verbal communication skills.
  • Quick learner, able to adapt to changes well.
  • Strong organizational skills and ability to prioritize tasks.
  • Previous supervisory experience would be an asset.

What We Offer:

The Collections Supervisor may be required to work day and evening shifts on a rotating basis, ensuring flexibility and adaptability in a fast-paced environment.

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