Collections & Credit Agent

SUMMARY

The Collections Team Lead – West & Central will be responsible for overseeing the collections function across the Western and Central regions, ensuring timely cash collection, minimizing aging, and reducing credit risk. This role will lead day-to-day collections activities, drive performance against key KPIs, and provide coaching and direction to the collections team. The Team Lead will partner closely with Sales, Operations, and Finance to resolve disputes, improve processes, and strengthen customer account management. This position plays a critical role in optimizing working capital and supporting Finance’s objective of being a proactive, data-driven business partner.

RESPONSIBILITIES WILL INCLUDE:

• Lead daily collections activities across West & Central portfolios, ensuring consistent follow-up and adherence to collection strategies;
• Monitor and drive performance against key KPIs, including DSO, % current AR, aging buckets, and promise-to-pay adherence;
• Review aging reports and prioritize high-risk accounts, ensuring timely escalation and resolution;
• Coach, mentor, and support collections team members to improve effectiveness and accountability;
• Partner with Sales and Operations to resolve customer disputes and prevent recurring billing or service issues;
• Establish and enforce standardized collection processes, communication cadence, and escalation protocols;
• Analyze collection trends and identify opportunities to accelerate cash flow and reduce past-due balances;
• Support credit risk management by providing input on customer credit limits and payment behaviors;
• Prepare regular reporting and insights on AR performance for leadership, including variance analysis and action plans;
• Drive continuous improvement initiatives, including process enhancements and system utilization (D365);
• Assist with audit requests and ensure proper documentation and internal controls are maintained;
• Various other duties as required.

EDUCATION AND EXPERIENCE:

• 4+ years of experience in collections
• Prior experience in a lead role preferred
• Strong understanding of AR processes, aging analysis, and cash flow impact (DSO)
• Experience working with ERP systems (Microsoft D365 preferred); advanced Excel skills preferred
• Strong analytical and problem-solving skills with a data-driven mindset
• Excellent communication and stakeholder management skills across cross-functional teams
• Ability to manage multiple priorities in a fast-paced environment and drive accountability

We are 100% employee-owned, which is reflected in how we value our people and how we support them.

Here's what you can expect when you join our team:

1. Growth Opportunities in Finance & Accounting: At Wainbee, we offer a dynamic and evolving environment with abundant opportunities to advance in careers. As a valued member of our Finance and Accounting team, we are committed to nurturing your professional aspirations.By providing a diverse range of experiences working with various individuals and enjoy extensive networking prospects and enhancing their opportunities.

2. Competitive Compensation and Benefits: We value our employees and believe in recognizing their contributions. As a Collection Agent, you can expect a yearly bonus, employer-paid benefits, and a pension plan that includes an employer contribution as part of your compensation package.

3. Training and Support: We are committed to equipping our employees with the necessary tools for success. This includes comprehensive training, participation in leadership programs, and involvement in a variety of finance and accounting initiatives. Empower yourself to progress within our organization, ensuring ongoing learning and personal development and organizational culture.

• Title of Role: Collection & Credit Agent
• Location: Mississauga, ON
• Schedule:
• Hybrid- 2 days a week in office (Wednesday & Flex Day)
• Monday to Friday 8:30 AM to 5:00 PM (37.50hrs/week)

Responsibilities:

Collections

• Manage assigned portfolios, call customers for outstanding payments, and monitor customer accounts for discrepancies.
• Maintain detailed online documentation of collection efforts and correspondence with clients.
• Research and review accounts, considering payment habits, sales history, and previous collection measures.
• Implement industry best practices to resolve customer issues related to goods/services.
• Process credit card payments.
• Prepare regular and ad-hoc reports, recommend accounts for transfer to a collection agency, and assess customer solvency.

Customer Service

• Provide exceptional customer service to internal and external customers.
• Respond to inquiries, resolve issues, and offer guidance on credit-related matters in a timely and professional manner.
• Develop and maintain positive relationships with customers, sales teams, and other stakeholders.
• Collaborate with sales teams to understand customer needs and provide credit solutions aligned with business objectives.

To be considered for this position, candidates must meet the following requirements:

Education/ Qualification

• Minimum of 1 years’ working experience in customer collections with post-secondary education.
• Strong computer skills, especially in Microsoft Excel.
• Proficiency in using credit evaluation tools, software, and Microsoft Office applications.
• Experience with ERP (Accounting system – Sage, SAP, Oracle) D365 is an Asset.

Work Conditions

• Analytical skills and ability to think outside the box.
• Extended periods of sitting and speaking to clients over the phone.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Excellent decision-making skills and ability to work independently.
• Strong communication and interpersonal skills for effective customer interactions.

If you have the passion to take on new challenges, APPLY NOW! We look forward to meeting you!