Collections Team Lead

3 weeks ago

Toronto, Ontario, Canada Total Credit Recovery Full time

About Total Credit Recovery:

We are a leading financial services company in Canada, dedicated to providing exceptional customer service and recovery solutions. Our team of experts is passionate about delivering results-driven solutions that meet the evolving needs of our clients.

Job Summary:

We are seeking a highly motivated and experienced Collections Supervisor to join our team. As a Collections Supervisor, you will be responsible for supervising and coordinating the daily activities of our collection officers, ensuring that our clients receive exceptional service and that our recovery goals are met.

Key Responsibilities:

  • Establish and implement effective work schedules and procedures to ensure optimal performance
  • Resolve work-related problems and provide guidance to collection officers
  • Identify training needs and develop training programs to enhance skills and knowledge
  • Monitor daily attendance and performance, and provide feedback and coaching to improve results
  • Project a work plan, set expectations, and complete goals in a timely and efficient manner
  • May perform collection duties as needed
  • Conduct quality assurance of calls through call monitoring and provide feedback to collection officers
  • Perform file, call, and work plan audits to ensure compliance and accuracy
  • Maintain a Supervisor's support desk to provide assistance and guidance to collection officers
  • Conduct weekly training sessions to enhance skills and knowledge
  • Conduct hiring interviews and participate in the selection process
  • Complete performance reviews and performance counseling to ensure employee growth and development
  • Handle escalated calls and provide exceptional customer service
  • Other duties as assigned by the Collections Manager or Supervisor

Requirements:

  • 2 years of collection experience or relevant experience
  • Intermediate to advanced computer skills (specifically Excel)
  • CUBS knowledge would be an asset
  • Great written and verbal communication skills
  • Quick learner and able to adapt to changes well
  • Strong organizational skills and ability to prioritize
  • Previous supervisory experience would be an asset

What We Offer:

The Collections Supervisor may be required to work day as well as evening shifts on a rotating basis.

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