- 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.
- Bachelor's degree/University degree or equivalent 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
- 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.
Collections Manager - Toronto, Canada - Money Mart Financial Services
Description
Company Description
Note to Internal Applicants: All internal applicants are required to notify current manager regarding interest in applying for this role.
*Candidates must reside in the GTA area to be considered for this role as they will be required to work a hybrid schedule at the Toronto Corporate Office.
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Job Description
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
Qualifications
EDUCATION
EXPERIENCE
SKILLS
Additional Information
About Us:
Momentum Financial Services Group, formerly Money Mart Financial Services is a leading provider of financial services in North America. For 40 years we've been committed to providing financial solutions that meet the evolving needs of consumers and business owners. Backed by a retail network of over 700 locations and robust digital and mobile platforms, we provide access to cash and related products to help our customers achieve their goals. We operate retail locations in local communities and cities across Canada under the Money Mart brand and in Quebec as Insta Cheques and in United States as Money Mart and The Check Cashing Store.
Our highly skilled workforce puts customers first in everything we do. We serve millions of people annually with diverse and innovative financial products and services. Through this ever-evolving suite of services, we empower customers to manage their finances and improve their lives. Wherever customers are on their financial journey, Momentum Financial Services Group provides solutions.
We believe in giving back to the communities where we live and work. With the generous support of our customers and staff, we proudly contribute annually to charities and non-profit organizations, along with using our time and talent to serve in local communities throughout Canada and the United States. We are looking for aspiring, passionate people who are dedicated to understanding and providing our customers with the right financial solutions utilizing a growing menu of products and services. We embrace diversity and offer a fast-paced work environment.
All your information will be kept confidential according to EEO guidelines.