Collections Team Lead

3 weeks ago

Toronto, Ontario, Canada Total Credit Recovery Full time

About Total Credit Recovery:

We are a progressive company in the financial sector, with over 550 employees in 4 offices across Canada. Our mission is to provide exceptional customer service while recovering debts in a fair and timely manner.

Job Summary:

The Collections Supervisor will oversee the daily activities of collection officers, ensuring that all tasks are completed efficiently and effectively. This role requires strong leadership skills, excellent communication abilities, and a keen eye for detail.

Key Responsibilities:

  • Establish work schedules and procedures to maximize productivity
  • Resolve work-related problems and provide guidance to team members
  • Identify training needs and develop plans to address them
  • Monitor daily attendance and performance, providing feedback and coaching as needed
  • Project a work plan, set expectations, and complete goals in a timely manner
  • May perform collection duties as required
  • Quality assurance of calls through call monitoring
  • Perform file, call, and work plan audits to ensure compliance
  • Maintain a Supervisor's support desk to provide assistance to team members
  • Conduct weekly training sessions to enhance skills and knowledge
  • Conduct hiring interviews and make recommendations for new hires
  • Complete performance reviews and performance counseling to support employee growth
  • Handle escalated calls and provide resolution
  • Other duties as assigned by 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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