Collections Team Lead

4 days ago

Vaughan, Canada Cricket Energy Holdings Inc Full time

**ROLE**

Reporting to the Manager of Customer Care, the Collections Team Lead supports Collections-focused initiatives and team members. The Collections Team Lead enables a high standard of service and ensures team objectives are met.

**RESPONSIBILITIES**

**Essential Duties and Responsibilities**include, but are not limited to the following:

- End to end process related to liens, which includes calling customers, collecting receivables and tracking all accounts in preparation for prelien/lien.
- Manage collection agency reporting.
- Process all lists and notices utilized within the lien and disconnection process.
- Provide support to Collections team members on day-to-day operations.
- Assist the Leadership Team with the implementation of new initiatives and overall process improvements
- Assist Customer Care Manager with all collection escalations.
- Act as a liaison with other departments requiring clarification on issues related to customer service and collections including billing, payment processing and new services.
- Provide ongoing guidance, coaching, training to all Collections representatives on handling complex customer situations.
- Any and all other duties as assigned to meet team objectives.

**REQUIREMENTS**
- Minimum education of a secondary school diploma
- Completion of post-secondary degree or diploma preferred
- A minimum of three (3) years’ work experience for a utility provider
- A minimum of three (3) years’ work experience in Collections
- Minimum 3 years in a management or supervisory capacity
- Proficient in MS Office
- Ability to deliver exceptional service in a fast paced and changing environment
- Strong written & oral communication skills
- Strong leadership skills with the ability to engage and motivate team members while ensuring accountability for results
- Self-motivated, well organized and the ability to learn quickly
- Excellent interpersonal skills while resolving customer escalations/issues
- Energetic team player

**WORKING CONDITIONS**
- Office environment with frequent sitting at a desk
- Manual dexterity required to use desktop computer and peripherals.
- Overtime as required.
- Lifting or moving up to 10lbs may be required.
- The Company has created policies and procedures to meet the required Accessibility Standards under the Accessibility for Ontarians with Disabilities Act. 2005. Our Accessibility policies are available in a number of formats. Should you wish access to these documents, or should you require any accommodations, please contact Human Resources._

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