Team Lead, Collections

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

📋 Description

• Lead a team of Collections Specialists focused on managing delinquent credit card and retail banking accounts.

• Oversee intraday queues and outreach efforts across various delinquency stages to achieve contact, cure-rate, and recovery objectives.

• Analyze delinquency trends and allocate squad resources to high-risk balances while ensuring compliance with regulations.

• Address escalated accounts that involve significant financial hardship, settlement exceptions, disputes, insolvencies, and customer complaints.

• Supervise external collection agencies, including managing daily workflow transitions, Slack escalations, training, and quality assurance.

• Monitor queue and bucket-level metrics to identify roll-rate increases, underlying causes, and necessary operational adjustments.

• Foster the development of specialists through weekly one-on-one meetings, live call monitoring, and calibration sessions.

• Conduct audits of calls and ensure adherence to Canadian federal/provincial collection regulations, including permitted calling hours and privacy standards.

• Act as the operational liaison between internal teams and external collection agency partners.

⛳️ Requirements

• A minimum of 2 years of frontline leadership experience in collections or outbound recoveries within a financial institution, fintech, or collection agency.

• Strong background in consumer lending and delinquency management, encompassing credit cards, retail banking, payment restructuring, settlements, and insolvencies.

• Familiarity with Canadian collection regulations, particularly permitted calling hours, contact-frequency limits, and privacy laws.

• Proven experience in identifying operational bottlenecks and enhancing workflows using tools such as Zendesk, Workato, and internal automations.

• Practical experience with AI and automation tools, including AI call transcription, automated quality assurance scoring, and real-time agent assistance platforms.

• Capability to analyze performance trends across queues, agents, and delinquency buckets to refine daily operations.

• Outstanding de-escalation and negotiation abilities, with experience coaching agents through intricate, sensitive, or challenging client interactions.

• Experience in collaborating with external collection agencies on workflow handoffs, calibrations, and quality assurance is a plus.

• Bilingual proficiency in French and English is highly advantageous.

• Legally authorized to work in Canada.

🏝️ Benefits

• Comprehensive health benefits and life insurance.

• Long-term group savings plan with employer matching through Wealthsimple for Business.

• 20 vacation days.

• 4 wellness days.

• Unlimited sick and mental health days annually.*

• Opportunity to work outside Canada for up to 90 days per year.*

• Employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS.

• Equity compensation for permanent employees.