Credit Collections Supervisor

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