Collections Manager
2 weeks ago
About Toyota Financial Services
Toyota Financial Services (TFS) is a leading provider of retail, leasing, and wholesale financial services to Toyota and Lexus dealerships and customers across Canada. As a member of Toyota Financial Services Corporation (TFSC), a wholly-owned subsidiary of Toyota Motor Corporation in Japan, TFS is committed to delivering best-in-class customer experiences in an innovative, collaborative, and team-focused environment.
What We're Looking For
We're seeking a highly skilled and experienced Collections Manager to join our team. As a key member of our collections team, you will be responsible for developing and implementing effective collections strategies and procedures to maximize debt recovery while maintaining positive customer relationships.
Key Responsibilities
- Develop and implement effective collections strategies and procedures to maximize debt recovery while maintaining positive customer relationships
- Provide expert advice, coaching, and guidance to the department/company in support of identification and prevention of fraud in auto finance
- Manage the collections department to ensure delinquency and write-off targets are met
- Maintain low loss ratios and control liability losses
- Review and evaluate delinquent accounts, determining appropriate actions to be taken in accordance with company policies and legal requirements
- Review and approve repossessions. Review total loss vehicles and assign to the collections team
- Oversee the collections team, including hiring, managing performance, and training and development
- Monitor and analyze the performance of the collections team, implementing measures to improve productivity and success rates
- Handle the most difficult or advanced escalations
- Stay current on industry trends and best practices in collections, implementing new strategies or technologies as needed to improve efficiency and results
- Develop and maintain relationships with external collection agencies and other service providers as necessary
- Develop, work with, and maintain relationships with authorities such as police and border services
- Continuously strive to improve work methods and processes
- Use data analytics to drive business improvements and effective workforce management
- Develop and implement plans for promoting employee engagement, team collaboration, and accountability for meeting performance objectives
- Lead and support corporate projects and initiatives
- Manage relationships and KPI performance of multiple external business partners/vendors
What You'll Bring
- Post-secondary degree or diploma, business-related field preferred
- 5+ years of collections experience preferably in a financial services environment
- Strong knowledge of collections practices, laws, and regulations
- Strong problem-solving skills, with the ability to think creatively and find innovative solutions to collections challenges
- Excellent attention to detail, ensuring accuracy in all records and communications
- Strong interpersonal skills, with the ability to build and maintain positive relationships with customers and colleagues
- Experience using data analytics to drive business improvements and effective workforce management
- Experience leading and executing on initiatives to improve overall department efficiency while delivering a better customer experience
- Experience leading teams, including managing performance, coaching, developing, and engaging employees
- Experience in UAT testing and Salesforce an asset
- Strong Microsoft Office skills, and experience using data analytics software (e.g., Tableau/Power BI) an asset
What We Offer
- A work environment built on teamwork, flexibility, and respect
- Competitive salary, including bonus
- Health and dental benefits effective immediately
- Company pension plan with matched contribution
- Associate vehicle discount program
- Professional growth and development programs to help advance your career, as well as tuition reimbursement
- Fitness reimbursement
- Competitive time-off benefits
- Great company culture - Respect for people and continuous improvement is at our core
- Hybrid work environment
What You Should Know
We are an equal opportunity employer that celebrates the diversity of the communities where we live and do business. We are committed to creating a workplace that is inclusive and respectful of all employees, regardless of their background, culture, or identity.
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