COLLECTIONS OFFICER

City of Toronto; Toronto; On-site; CAD 70,000 - 76,000; Full time

Job summary

City of Toronto is seeking a Financial Collections Officer for a 10-month contract, based at METRO HALL, Toronto. The role focuses on pre-default collections, enforcing payment terms, and liaising with clients, agencies, and legal teams.

This is a full-time, temporary position within the Policy, Planning, Finance & Admin division. The successful candidate will work in a high-volume environment, manage collection letters, generate reports, and ensure compliance with the Collection Agencies Act

Qualifications

• Considerable experience in collections, database management, investigation and account settlement.
• Considerable experience working on and communicating payment terms and generating collection letters.
• Considerable experience with Microsoft Office Suites, (Word, Excel, Access, Power Point).
• Extensive customer service experience dealing with the public, by phone and mail.
• Considerable experience working in a high-volume call/contact centre environment.

Responsibilities

• Initiates pre-collection contact with customers before accounts become delinquent and ensures customers information in database is kept up-to-date.
• Reviews various accounts and reports for accuracy. Requests revisions as necessary.
• Utilizes multi-screens, telephones, written communication to respond to customers, collection agencies, legal team, co-workers and other interested parties.
• Makes calls and collection contacts with customers to keep customers within the City's payment terms.
• Follows up on all accounts, including suspended and delinquent accounts, in order to communicate payment terms and expectations to customers.
• Establishes effective payment arrangements by assessing the debtor's financial viability in connection with legal services staff and follows through on individual payment agreements to ensure compliance.
• Provides information in response to enquiries/complaints made by clients.
• Achieves, maintains and or exceeds collection forecasts to minimize bad debt by working closely with customers, collection agencies and others.
• Maintains logs on all outstanding customer issues.
• Handles and resolves complaints about payment and accounting issues.
• Liaises with Corporate Legal Services and makes recommendations on enforcement action.
• Investigates customer credit rating based on various credit reports.
• Generates collection letters in an attempt to secure account settlement or resolution.
• Work on delinquent accounts in preparation for third party intervention.
• Prepares weekly or monthly reports on delinquent accounts and make recommendations to Manager and senior team members on appropriate enforcement action.
• Analyzes aging and liquidity reports and advises on appropriate account assignment and collection methods.
• Liaises with Collection Agencies and provide recommendations on items eligible for write-off.

Skills

Collections experience

Database management

Customer service

Communication

High-volume call center

Tools

Microsoft Office Suites

Job description

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• Job Category: Finance, Accounting & Purchasing
• Division & Section: Policy, Planning, Finance & Admin, PPF&A Financial Management
• Work Location: METRO HALL, 55 John St, Toronto
• Job Type & Duration: Full-Time, Temporary, 10 month contract
• Hourly Rate: $38.20 - $41.70 Wage Grade 9
• Shift Information: Monday to Friday, 35 hours per week per week
• Affiliation: L79 Full-time
• Number of Positions Open: 1
• Posting Period: 24-Aug-2026 to 08-Sept-2026

Job Description

Major Responsibilities:

To perform varied functions related to collecting of pre-default fines and recovery of outstanding defaulted amounts adhering to relevant legislation such as the Collection Agencies Act as well as City of Toronto operating policies and procedures.

• Initiates pre-collection contact with customers before accounts become delinquent and ensures customers information in database is kept up-to-date.
• Reviews various accounts and reports for accuracy. Requests revisions as necessary.
• Utilizes multi-screens, telephones, written communication to respond to customers, collection agencies, legal team, co-workers and other interested parties.
• Makes calls and collection contacts with customers to keep customers within the City's payment terms.
• Follows up on all accounts, including suspended and delinquent accounts, in order to communicate payment terms and expectations to customers.
• Establishes effective payment arrangements by assessing the debtor's financial viability in connection with legal services staff and follows through on individual payment agreements to ensure compliance.
• Provides information in response to enquiries/complaints made by clients.
• Achieves, maintains and or exceeds collection forecasts to minimize bad debt by working closely with customers, collection agencies and others.
• Maintains logs on all outstanding customer issues.
• Handles and resolves complaints about payment and accounting issues.
• Liaises with Corporate Legal Services and makes recommendations on enforcement action.
• Investigates customer credit rating based on various credit reports.
• Generates collection letters in an attempt to secure account settlement or resolution.
• Work on delinquent accounts in preparation for third party intervention.
• Prepares weekly or monthly reports on delinquent accounts and make recommendations to Manager and senior team members on appropriate enforcement action.
• Analyzes aging and liquidity reports and advises on appropriate account assignment and collection methods.
• Liaises with Collection Agencies and provide recommendations on items eligible for write-off.

Key Qualifications:

Your application must describe your qualifications as they relate to:

• Considerable experience in collections, database management, investigation and account settlement.
• Considerable experience working on and communicating payment terms and generating collection letters.
• Considerable experience with Microsoft Office Suites, (Word, Excel, Access, Power Point).
• Extensive customer service experience dealing with the public, by phone and mail.
• Considerable experience working in a high-volume call/contact centre environment.

You must also have:

• Excellent communication and interpersonal skills with the ability to correspond and interact with staff in other Divisions, Collection Agencies, Councillors, and representatives from external agencies and organizations in a clear, efficient, diplomatic, discrete and professional manner.
• Good organizational skills, and the ability to work in a high pressure, multitask, high volume team-oriented environment with minimal supervision.
• Familiarity with Collection Agencies Act and City policies and procedures to maximize collections.
• Ability to set up and accurately maintain manual and computerized filing systems.
• Acquired investigative and or tracing techniques coupled with conflict resolution skills.
• Familiarity with government legislation.
• Ability to work flexible and/or varied work hours.
• Ability to work with Third Party Collection Agencies and or Legal Professionals

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity .