Posted:
Job Description
About the Opportunity
- Lead a team of collectors by providing daily direction, motivation and performance coaching
- Conduct regular 1:1's, monitor KPI performance and implement action plans to improve productivity and cure rates
- Foster a high-performance culture that balances results with customer experience and compliance
- Review past due accounts to ensure department objectives are met
- Provide the collections team with guidance, coaching and recommendations to minimize losses
- Provide the collections team with direction and approvals, ensuring all collection process steps are followed
- Approve repossessions & vehicle write-offs
- Accurately process Leased Vehicle Total Loss Reports daily, ensuring policy compliance
- Review inventory management reports monthly to ensure repossessions are moved to auction, sold & closed promptly
- Review the Collection Team's calls for quality assurance
- Review Collections Dashboard stats daily.
- Collaborate with the Collections team to analyze results and review expectations
- Work with the Retail Credit team to investigate potential fraudulent activities
- Work with bailiffs, skip tracers daily to discuss customer/vehicle location
- Work with internal & external Legal Counsel to discuss legal files
- Collaborate with the Re-Marketing Department and Auctions regarding vehicle pick-up, sales & resolve any discrepancies as required
- Assist the Customer Account Associates with unresolved or disputed insurance total loss claims as required
- Handle all customer escalations relating to delinquency and repossession disputes
About You
- Postsecondary Diploma or Degree (business or related discipline preferred)
- 5+ years relevant work experience in Collections
- Supervisory experience with the ability to lead, coach, motivate and develop a team
- Excellent communication, negotiation and conflict resolution skills
- Proficient in data analytics with the ability to identify insights and recommend improvements
- Self-starter, independent and results-driven
- Innovative and proactive mindset and approach
- Proficient in Microsoft Office Suite and customer service management software (ex. Salesforce)
- Bilingual (English/French) preferred