Credit Collections Supervisor

FINSANA is a global fintech company that specializes in catering to underserved and underbanked consumers. Our organization has a passion for helping people financially through our technology solutions which has allowed us to serve millions of consumers globally.

Headquartered in Montreal, Canada with offices in the United States and Latin America, we encourage personal and professional growth in equal measures. To create the best possible experience for our employees, we continuously invest in our teams and provide opportunities for growth.

We are looking for an experienced collections team leader/supervisor to manage the team of 7-9 individuals. He/she will be providing effective guidance and supervision of the team, including managing and motivating the team for improved overall performance.

**DUTIES & RESPONSIBILITIES**
- Responsible for his/her own queue of accounts, receive incoming calls and make outbound collection calls to encourage payments and cure outstanding past-due account balances.
- Engage clients in finding a solution that will help avoid future delinquency.
- Develop collection strategies that consistently leads to achieving company financial goals.
- Review delinquent accounts, analyze client history and disputes with an end goal of reducing the total amount of outstanding client balances.
- Monitor KPI’s and enhance team performance.
- Create a positive and productive team environment with an open communication culture.
- Set clear team’s daily/weekly/monthly goals.
- Review agent’s queues and client accounts with notes, PTP, follow-ups & other process status on the assigned accounts.
- Keeping the enthusiasm and teamwork intact by providing individualized coaching when needed.
- Ensure Call quality, Compliance and Escalation Process.
- Listen to team members’ feedback and resolve any issues or conflicts.
- Assigns tasks based on each member’s strengths and skills and offer the necessary training to complete them.
- Responsible for inspiring and motivating team members with regular encouragement to do their jobs efficiently.
- Lead and direct collections team and establish metrics to track results.
- Respond to internal and external inquiries related to collections issues.
- Other duties as assigned.

**EDUCATION/EXPERIENCE**
- High School/ College or technical school diploma (required)
- Between 2 to 5 years of proven team leader or supervision experience in collections.
- Excellent verbal and written communication skills in **English and French (required)**:

- Knowledge of the delinquent Installment and flex pay loans is an asset.
- Proficiency with Microsoft Office (Excel, Word, and Outlook), Loan and Collections Software & Customer Relation Manager (CRM).
- Proven track record of successful collections career.

**COMPETENCIES**
- Approachable and outgoing demeanor with a high degree of professionalism.
- Continuous improvement mindset.
- Excellent organizational skills and the ability to manage multiple accounts, tasks, deadlines, and communication channels.
- Knowledge of collection laws, regulations, and best practices (an asset).
- Ability to work independently and to adapt to a fast-changing environment
- First-rate telephone skills, confidence in problem solving, negotiating and decision making.

**BENEFITS**
- Competitive wages
- Commission Bonus up to 50% of base salary
- Paid personal and sick days
- Family-friendly, accessible location - short walk from Metro De La Savane
- Health, Dental, Life Insurance for you and your family
- The respect of work and family life balance
- Stable hours (Monday to Friday)
- Casual dress code
- Strong culture and values centered around support and inclusiveness for all our employees.
- Beverages and snacks
- Employee Referral Program

**LOCATION**:Montreal Office

**REPORTS TO**:Collections Manager

**SCHEDULE**: Day shift - Flexible