Senior Collections, Insolvency Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee delinquent consumer credit card accounts at various stages of delinquency.

• Execute professional, empathetic, and effective outbound collection efforts.

• Negotiate payment plans and resolution strategies in accordance with company policies.

• Identify accounts that require escalation, specialized handling, or further investigation.

• Manage complex and high-risk accounts, including those facing financial difficulties.

• Balance the customer experience with recovery performance, compliance, and risk management.

• Review and act upon documentation related to Consumer Proposals, Bankruptcy, insolvency, and similar accounts.

• Collaborate with Licensed Insolvency Trustees and other relevant stakeholders.

• Track collections metrics and identify trends to enhance recovery efforts.

• Assist in developing collections performance reports and dashboards.

• Suggest improvements to policies, workflows, technology, and customer communication strategies.

• Collaborate with Customer Service, Risk, Finance, Fraud, Compliance, and Operations teams.

• Support the implementation of collections SOPs and controls.

• Coach and mentor collections agents to enhance their skills.

• Contribute to building a scalable collections operation that balances recovery, customer experience, risk, and compliance.

⛳️ Requirements

• A minimum of 5 years of experience in collections, ideally within credit cards, banking, lending, fintech, or regulated financial services.

• Proven expertise in collections.

• Demonstrated experience with Consumer Proposals and Bankruptcies.

• Strong grasp of delinquency management, payment arrangements, recoveries, and account escalation processes.

• Familiarity with credit bureau reporting and the impact of payments, delinquency, and insolvency on account status.

• Previous experience in coaching, mentoring, or leading collections agents.

• Exceptional verbal and written communication skills.

• Strong negotiation and problem-solving skills.

• Capacity to manage sensitive financial discussions with professionalism and empathy.

• Keen attention to detail and ability to handle confidential financial information.

• Understanding of Canadian consumer credit and insolvency practices.

• Knowledge of FCAC expectations, consumer protection regulations, and privacy responsibilities.

• Experience with collections platforms, dialers, CRM systems, and contact-center technologies.

• Proficient in Excel and data analysis.

• Experience in developing or enhancing collections SOPs, quality assurance programs, and training initiatives.

🏝️ Benefits

• Opportunity to join a rapidly growing fintech environment.

• Direct influence on the construction and operation of the collections function.

• Chance to shape processes, mentor a team, and impact technology and strategy.

• Opportunity to help create a modern collections experience.