Bilingual Senior Collection Specialist

Senior Bilingual Collection Specialist | Hybrid

Are you an experienced collections professional who knows how to manage difficult accounts, negotiate resolutions and make sound recovery decisions? We are seeking a Senior Collection Specialist with strong B2C collections experience and a proven ability to manage late-stage delinquent and high-risk accounts within a financial services environment. This role requires someone who can independently assess account risk, identify potential fraud, negotiate payment arrangements and recognize when escalation for repossession or further recovery action is necessary. We are looking for a confident, positive and solutions-oriented professional who knows how to balance firm collection practices with effective customer communication.

Key Responsibilities:

• Manage a portfolio of seriously delinquent, escalated and high-risk consumer accounts.
• Conduct direct customer outreach and negotiate payment arrangements and resolutions.
• Identify potential fraud, suspicious activity and account irregularities.
• Assess account risk and determine when escalation for repossession or further recovery action is warranted.
• Coordinate with repossession providers, collection agencies, bailiffs and other recovery partners.
• Handle challenging customer conversations with confidence, professionalism and empathy.
• Investigate account discrepancies and disputes, working with internal teams to resolve issues.
• Maintain accurate account documentation and meet collection and recovery targets while following company policies and regulatory requirements.

What We're Looking For:

• 3+ years of progressive collections experience, specifically managing late-stage delinquent accounts.
• Strong B2C collections experience, ideally within automotive finance, leasing, consumer lending or financial services.
• Proven ability to identify potential fraud, assess risk and determine appropriate escalation steps.
• Working knowledge of repossession and third-party recovery processes.
• Excellent negotiation, communication and conflict-resolution skills.
• Confident decision-maker who can independently manage difficult accounts.
• Positive attitude, resilience and a solutions-focused approach.
• Strong organizational skills, accountability and attention to detail.
  
  

AI may be used to support certain administrative aspects of our recruitment process. However, all applications and resumes are reviewed by qualified human reviewers, and all screening and hiring decisions are made solely by the hiring team.

The posted salary range reflects expected compensation for this role in accordance with Ontario pay transparency requirements. Actual compensation will be determined based on the successful candidate’s experience, skills, and qualifications and may fall anywhere within the range.