Collections Supervisor

4 weeks ago

Toronto, Ontario, Canada Total Credit Recovery Full time

About Total Credit Recovery:

We are a leading financial services company with a strong presence in Canada, employing over 550 professionals across four offices. Our team is dedicated to delivering exceptional customer service and driving business growth through effective debt recovery strategies.

Job Overview:

We are seeking a highly skilled and experienced Collections Manager to lead our Bell Department team. As a Collections Manager, you will be responsible for supervising and coordinating the daily activities of collection officers and supervisors, ensuring seamless execution of our debt recovery processes.

Key Responsibilities:

  • Establish and implement work schedules and procedures to optimize team performance
  • Resolve work-related problems and identify training needs to enhance team capabilities
  • Monitor daily attendance and performance, setting expectations and completion goals for the team
  • Audit and adhere to work plans, ensuring compliance with company policies and procedures
  • May perform collection duties, quality assurance of calls through call monitoring, and file audits
  • Conduct weekly training sessions, hiring interviews, and performance reviews
  • Handle escalated calls and provide guidance to team members

Requirements:

To succeed in this role, you must be well-versed in Credit and Collections policy, systems, and controls, preferably in an oversight capacity. You should possess excellent technical skills, including proficiency in MS Office products and collection software. Strong analytical, communication, negotiation, and motivational skills are essential, as well as the ability to lead and mentor a team.

Preferred Qualifications:

A minimum of 2 years of related experience and a hands-on, proactive leadership style are preferred. Telecom/1st party/Credit Card/Payment Processing industry experience is also a definite asset.

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