Bilingual Senior Collections Specialist

Vaco by Highspring; Markham; On-site; CAD 45,000 - 65,000; Full time

Job summary

Vaco by Highspring is seeking a dedicated collections specialist to manage complex delinquent accounts and negotiate payment solutions. The role requires strong negotiation, accurate documentation, and careful risk assessment to align with company policies and applicable laws.

You will coordinate with internal teams and external partners to minimize losses while delivering professional, client-focused service.

Qualifications

• Experience handling delinquent accounts and collections workflows.
• Strong negotiation and interpersonal skills for customer interactions.
• Proficient with documenting activities and outcomes in case management systems.
• Ability to assess risk and determine appropriate next steps within policy and legal constraints.
• Familiarity with skip-tracing and recovery resources to minimize losses.

Responsibilities

• Manage and resolve complex delinquent accounts, including escalated collections, repossessions, fraud-related matters, bankruptcies, consumer proposals, deceased estates, and insurance-related recoveries.
• Handle inbound and outbound customer communications to negotiate payment arrangements and resolve account issues professionally.
• Maintain consistent follow-up on assigned accounts and complete required maintenance and documentation accurately.
• Assess account risk and provide solutions in line with company policies and regulatory requirements.
• Document collection activities and interactions in designated systems with accuracy.

Skills

Collections expertise

Negotiation

Communication

Documentation

Risk assessment

Skip-tracing

Regulatory compliance

Team collaboration

Mentoring

Job description

• Manage and resolve complex delinquent accounts, including escalated collections, repossessions, fraud-related matters, bankruptcies, consumer proposals, deceased estates, and insurance-related recoveries.
• Handle inbound and outbound customer communications to negotiate payment arrangements and resolve account issues in a professional, respectful, and customer-focused manner.
• Maintain consistent follow-up on assigned accounts and complete all required account maintenance and documentation accurately and efficiently.
• Assess account risk and potential losses while providing appropriate solutions in accordance with company policies and applicable legal and regulatory requirements.
• Accurately document collection activities, account updates, customer interactions, and resolution efforts within designated systems.
• Review account information and characteristics to assess risk, determine appropriate next steps, and make recommendations as required.
• Utilize available collection, account management, and skip-tracing resources to effectively manage delinquent accounts and minimize losses.
• Collaborate with internal departments and external partners, including legal representatives and service providers, to resolve complex account matters.
• Escalate sensitive, high-risk, or complex issues to management when appropriate.
• Exercise sound judgment when making decisions related to account resolution, recovery, and escalation.
• Monitor and follow up on escalated, cancelled, or unresolved accounts, including matters involving insurance or other recovery processes.
• Process account closures, write-offs, and other financial adjustments in accordance with established policies and procedures.
• Contribute to team objectives and continuous improvement initiatives by providing feedback, supporting process enhancements, and participating in training and departmental projects.
• Provide guidance, support, and mentorship to colleagues by sharing knowledge, best practices, and experience.
• Assist with administrative responsibilities and other duties as required.

----- DISCLAIMERS -----

This position for employment is for a current vacancy with Highspring’s client. You must currently reside within the Greater Toronto Area and be permitted to work in Canada to be considered for this opportunity. A recruiter will be in touch with you if your profile meets our client’s requirements for this role.

By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present you as a candidate for the foregoing position. Additionally, you agree to be included in our talent pool for future hiring for similarly qualified positions. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. Lastly, you also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

Vaco by Highspring values a diverse workplace and strongly encourages women, people of colour, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. The company is also committed to ensuring that persons who need them are provided with reasonable accommodations; if one is needed to participate in the job application or interview process,

Vaco by Highspring respects your privacy and is committed to providing transparent notice of our policies in English here and in French here. Additionally, the company uses AI to perform preliminary screenings, focused on ensuring minimum job requirements noted in the position are satisfied. Further assessment of candidates beyond this initial phase will be conducted by recruiters and hiring managers. Vaco/Highspring does not know and cannot opine on if its client’s use of AI products in hiring.

Pay Transparency Notice

Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:

• the individual’s skill sets, experience and training;
• licensure and certification requirements;
• office location and other geographic considerations;
• other business and organizational needs.

Having said that Vaco by Highspring believes that the salary range referenced reasonably estimates the base compensation for an individual hired into this position. The individual may also be eligible for discretionary bonuses and/or participation in medical, dental, and vision benefits as well as the company’s retirement plan (or similar retirement benefits).