Collections Team Lead

1 month 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 productivity and efficiency.
  • Resolve work-related problems and provide guidance and support to collection officers as needed.
  • Identify training needs and develop training programs to enhance the skills and knowledge of our collection officers.
  • Monitor daily attendance and performance, and provide feedback and coaching to improve performance.
  • Project a work plan, set expectations, and complete goals in collaboration with the Department Manager.
  • May perform collection duties as needed.
  • Conduct quality assurance of calls through call monitoring and perform file, call, and work plan audits.
  • Maintain a Supervisor's support desk and conduct weekly training sessions.
  • Conduct hiring interviews and complete performance reviews and performance counseling.
  • Handle escalated calls and 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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