Collections Supervisor

2 months 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.

Overview of the Collections Supervisor Role:

This is a challenging and rewarding opportunity for a seasoned professional to lead our collections team. As a Collections Supervisor, you will be responsible for the supervision and coordination of daily activities of collection officers. You will report to the Department Manager and be accountable for:

  • Establishing work schedules and procedures to ensure efficient and effective collections operations
  • Resolving work-related problems and providing guidance to team members
  • Identifying training needs and developing training programs to enhance team performance
  • Monitoring daily attendance and performance, and taking corrective action as necessary
  • Projecting a work plan, setting expectations, and completing goals to drive business results
  • Performing collection duties as needed, and ensuring compliance with company policies and procedures
  • Conducting quality assurance of calls through call monitoring, and implementing improvements to enhance customer satisfaction
  • Performing file, call, and work plan audits to ensure accuracy and completeness
  • Maintaining a Supervisor's support desk to provide timely and effective support to team members
  • Conducting weekly training sessions to enhance team knowledge and skills
  • Conducting hiring interviews to select top talent for the collections team
  • Completing performance reviews and performance counseling to drive employee development and growth
  • Handling escalated calls and resolving complex customer issues
  • Performing other duties as assigned by the Collections Manager or Supervisor

Requirements:

  • 2 years of collections experience or relevant experience in a financial services company
  • Intermediate to advanced computer skills, specifically Excel
  • CUBS knowledge would be an asset
  • Great written and verbal communication skills to effectively interact with customers and team members
  • Quick learner and able to adapt to changes well in a fast-paced environment
  • Strong organizational skills and ability to prioritize tasks to meet business objectives
  • Previous supervisory experience would be an asset

What We Offer:

As a Collections Supervisor with Total Credit Recovery, you will have the opportunity to work in a dynamic and challenging environment, with a competitive salary and benefits package. You will also have the opportunity to develop your skills and knowledge in a leading financial services company.

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