Collections Manager
6 days ago
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 Position:
We are seeking a highly skilled and experienced Collections Manager to join our team at Total Credit Recovery. This is a key leadership role that involves supervising and coordinating the daily activities of collection officers and supervisors. The successful candidate will be responsible for:- Establishing work schedules and procedures to ensure efficient and effective operations
- Resolving work-related problems and identifying training needs to improve performance
- Monitoring daily attendance and performance, and implementing corrective actions as necessary
- Projecting a work plan, setting expectations, and establishing completion goals to drive results
- Auditing and adhering to work plans to ensure compliance and quality
- Performing collection duties, including quality assurance of calls through call monitoring
- Conducting file audits and performing other administrative tasks as required
- Leading weekly training sessions to enhance skills and knowledge
- Conducting hiring interviews and completing performance reviews and performance counseling
- Handling escalated calls and resolving complex customer issues
Requirements:
To be successful in this role, you will need to possess:- Strong knowledge of credit and collections policy, systems, and controls, preferably in an oversight capacity
- Excellent technical skills, including proficiency in MS Office products and collection software
- Excellent analytical, communication, negotiation, and motivational skills
- A minimum of 2 years of related experience and a hands-on, proactive leadership style
- Telecom/1st party/Credit Card/Payment Processing industry experience is an asset
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