Gestionnaire, Recouvrement des montants en souffrance – Recouvrement

Who we are:

Fairstone Bank and its family of brands are united in delivering innovative, accessible and reliable financial solutions that enable Canadians to reach their goals. Over the years, our brand family has grown. In 2024, Home Trust Company, Home Bank and Oaken Financial became part of the Fairstone Bank family of brands, alongside Fairstone, Eden and Fig.

Together, we are the leading alternative lending bank in Canada. We have the collective experience and expertise to better serve our customers and foster our partners’ growth. With a diverse suite of products—residential and commercial mortgages, consumer deposits and GICs, credit cards, retail and automobile financing, personal loans and digital lending—we offer financial solutions tailored to all Canadians, including newcomers, small-business owners, smart investors and savvy consumers.

Backed by nearly a century of lending experience through its legacy companies, Fairstone Bank and its brand family are proud to be Canada’s leading alternative lending bank.

Home Trust: Home Trust Company has developed a track record of success as Canada’s leading alternative lender, employing nearly 800 people in our Toronto headquarters and branches across the country. Building on the demonstrated strength of its core residential mortgage lending business, the Company also offers complementary lending services, as well as highly competitive deposit investment products, through Oaken Financial. Our culture has been shaped by the passion and integrity of our people.

Join Home Trust as a Manager, Default Recovery - Collections, reporting to VP Default Recovery & Accounts Receivable, and be part of our talented and growing team!

About the role:

The Manager of Default Recovery Collection is responsible for overseeing all early-stage collection activities across all internally serviced product lines, ensuring adherence to industry best practices and company policies. This role involves managing and reporting on early-stage delinquency and third-party vendor performance for Residential and Small Commercial mortgages, as well as Credit Card portfolios. The Manager is tasked with implementing changes and improvements within the Default Recovery Collection process, focusing on operational considerations, employee training, and the implementation of controls, policies, and systems. As the primary point of contact for third-party vendor relationships, including collection agencies and service providers, the Manager is responsible for fostering and maintaining professional and effective relationships with these entities.

RESPONSIBILITIES:

Delinquency Resolution

• Lead and develop a team of highly capable and engaged Specialists to success in mitigating loss and reducing delinquency through applying recovery strategies, process change, industry insights, and coaching
• Monitor productivity and workflow to ensure optimal team efficiency and effectiveness to mitigate continuing default
• Take a hands-on leadership approach to ensure prudent handling of complex files
• Review recommendations to management for critical escalation steps or work out solutions for completeness, accuracy and suitability and risk tolerance.
• Provide guidance and/or advice pertaining to effective negotiations and forbearance/workout solution opportunities
• Work collaboratively with third party business partners, specialists and clients to establish feasible payment arrangements that facilitate the recovery of funds. This may involve negotiating payment plans that align with the client's financial capabilities while ensuring the company's interests are safeguarded.
• Optimize recovery rates while balancing customer outcomes and reputational risk
• Develop and implement recovery strategies tailored to account risk levels

Operational Effectiveness & Excellence & Business Initiatives

• Lead team initiatives including policy and procedure maintenance.
• Meet or exceed monthly, quarterly and yearly targets for cured files and loss reduction
• Manage external partners and related costs and SLAs (collection agencies, service providers).
• Monitor reports to ensure results are achieved and to identify trends concerns, performance issues.
• Champion technical and process enhancements, working with key stakeholders both internal and external.
• Establish as required and report on team KRI/KPIs and manage performance reviews.
• Promote a culture of compliance, accountability, and customer-centric recovery.
• Ensure SLAs are achieved and maintained.
• Identify opportunities and champion for continuous improvements/solutions.
• Prepare and deliver performance reports to senior leadership to display target/cure rate results, delinquency avoidance, resolution timelines for delinquent loans, including trends, early warning indicators
• Actively participate and/or provide leadership on projects aligned with business plan and/or objectives, best practices, and/or system implementation initiatives.
• Recommend and collaborate technical and process enhancements, working with key stakeholders both internal and external

Risk and Compliance

• Understand and ensure compliance with governmental, investor, and mortgage insurer guidelines.
• Incorporates regulatory & compliance requirements into existing business processes & activities
• Maintain consistent, objective and sound risk assessment in a high-volume customer centric environment
• Identifies and champions opportunities to mitigate potential risk and to strengthen compliance activities, for the company in daily operational activities
• Provide oversight to ensure proper implementation of policies, procedures, and adherence to controls to manage risk pertaining to enforcement activities including but not limited to, Anti-Money Laundering, Know Your Client, Privacy, Complaints Handling and Compliance Management, as required by regulations.
• Proactively identify risks related to business; escalate and provide actionable recommendations. action where required.

People Leadership

• Oversee Manage and motivate Team lead(s) and Specialists to complete their daily deliverables within established targets (with both accuracy and timeliness)
• Ensure adherence to requirements and deliverables.
• Offer effective leadership through coaching, guidance, feedback, and developmental opportunities via annual performance reviews and ongoing team monitoring.
• Oversee training of new team members and ensure continuous training to keep standard operating procedures current and comprehensive.
• Foster collaborative teamwork to encourage synergies, ensuring departmental and company objectives are met.
• Oversee and refine work assignments to ensure healthy allocation, engagement, purpose, and team culture.
• Conduct performance reviews and provide ongoing feedback
• Set performance goals, KPI’s and productivity standards

What we’re looking for:

• Post secondary degree or diploma required (University degree preferred)
• 5+ years of previous People Leadership/ Management experience
• 5+ years of experience in Financial Industry, with Mortgage and credit card experience strongly preferred
• Proven leadership skills focused on mentoring and motivating professionals.
• Excellent interpersonal and relationship-building skills.
• Strong written and verbal business communication skills.
• Proven diplomacy, negotiation, conflict resolution, and people management skills.
• Technical proficiency with Microsoft Office (Excel, Word, Teams, Outlook, PowerPoint).
• Proactive, self-starter attitude.
• Ability to multitask in a fast-paced, deadline-driven environment.
• Exceptional time management and organizational skills.
• Professional maturity and exceptional problem-solving/analytical skills.

What you’ll love about working here:

• Award-Winning Culture: We’re proud to be recognized as a and one of by Canada’s Top 100 Employers.
• Work-Life Balance: Enjoy flexibility with our hybrid work model designed to support your lifestyle.
• Time to Recharge: Generous vacation based on your role, statutory holidays, plus 6 wellness days to prioritize your well-being.
• Compensation Package: Competitive base salary plus an annual incentive bonus tied to performance.
• Comprehensive Benefits: Robust health and dental coverage through Manulife, as well as virtual healthcare through Dialogue.
• Future-Ready Savings: Group Retirement Savings Plan with up to 7% employer match.
• Exclusive Perks: Discounts from top retailers via WorkPerks, plus location-based perks like gym memberships and Toronto Bike Share.
• On-Site Fitness: Gym access at our London and Montreal offices.
• Continuous Growth: Education Assistance Program and Fairstone Academy for training and skill development.
• Family Support: Parental leave top-up program to help you during life’s big moments.
• Community Impact: One paid volunteer day to give back to causes that matter to you.

What you can expect - pay & process:

• Expected base salary range is $80,000 - $100,000 per year, plus the opportunity to earn an annual incentive bonus tied to performance.
• This posting is for an existing vacancy within our organization.
• Artificial intelligence may be used in parts of the recruitment process.
• All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire.

If what you read excites you, we’d like to hear from you! Please submit your application and we’ll contact you if you become selected for first stages of the interview process.

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