Collections Manager

Job Description

Candidates must reside in the GTA area to be considered for this role as they will be required to be in office 3 days a week at the Toronto Corporate Office.

GENERAL FUNCTION

The Collections Manager is a management level position responsible for accomplishing results through the management of a team or department in an effort to contact clients for collection purposes in coordination with the Operations Collections team as well as dialer management and Retail Operations.

The overall objective of this role is to drive recovery efforts on early, late stage and charged off delinquent customer accounts which may include all check cashing, loan and insurance products.

DUTIES / RESPONSIBILITIES

• Develop and implement effective collections strategies and procedures to maximize debt recovery while maintaining positive customer relationships.
• Manage a team of collections agents, providing guidance, support, and training as needed.
• Monitor and analyze the performance of the collections team, implementing measures to improve productivity and success rates.
• Collaborate with cross-functional teams, including legal, finance, and customer service, to resolve complex or escalated customer issues.
• Manage Collections BPO
• Assist in the management and development of daily and monthly planning, along with suggesting policy and strategic shifts to ensure delivery of end results
• Resolve varied issues with medium complexity which may have substantial impact on operations
• Evaluate team performance and make recommendations for pay increases, hiring, terminations and other personnel actions
• Work across lines with peers in the other lines of business to drive improvement in our collection operations and supporting the retail operations check and loan collections.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Money Mart, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications

EDUCATION

Bachelor's degree / University degree or equivalent experience

EXPERIENCE

• 5-10 years of experience in a related role
• Mid to senior level experience with commensurate experience in people management
• Consistently demonstrates clear and concise written and verbal communication
• Demonstrated negotiation skills

SKILLS

• Strong knowledge of collections practices, laws, and regulations.
• Analytical mindset, with the ability to analyze data, identify trends, and make data-driven decisions.
• Superior communication and organizational skills, and a positive and professional demeanor towards debt collection.
• Strong leadership skills with a lead by example approach.
• Able to multitask, meet deadlines, think quickly and be persuasive under pressure.
• Demonstrated ability to organize and lead a team to meet and exceed goals in a fast-paced environment.
• Must be self-motivated, demonstrate good organization skills, and work effectively with little or no supervision.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Additional Information

Notice to Ontario Applicants - National Money Mart is committed to accommodating applicants with disabilities up to the point of undue hardship during the recruitment, assessment and selection process.

If you are selected for an interview, please notify National Money Mart if you require accommodation in respect of the materials or procedures used at any time during this process.

If you require accommodation National Money Mart will work with you to determine how to meet your needs.

Note to Internal Applicants : All internal applicants are required to notify current manager regarding interest in applying for this role.