National Customer Service & Collections Manager

Volvo; Aurora; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading transportation solutions company in York Region, Canada, is seeking a professional to lead teams across customer service while ensuring compliance and portfolio performance. The ideal candidate will have a bachelor's degree, over 7 years in financial services, and strong leadership skills. Benefits include competitive salaries, health coverage, and professional growth opportunities. Join a collaborative work environment committed to sustainable transport solutions.

Benefits

Competitive salaries

Comprehensive health and dental coverage

Access to Employee Assistance Program

Tuition reimbursement

Generous vacation policy

Qualifications

• 7+ years of experience in financial services, preferably within transportation or construction equipment.
• Experience in a captive finance or similar environment.
• Familiarity with agile or project-based work environments.

Responsibilities

• Lead and develop teams across customer service for an excellent experience.
• Monitor and report on portfolio performance, including collections and modifications.
• Collaborate cross-functionally and support broader operational initiatives.

Skills

Leadership

Communication

Analytical Skills

Financial Services Experience

Bilingual (English/French)

Education

Bachelor’s degree in business or a related field

Tools

Salesforce

Job description

What You Will Do

Lead and develop teams across:

• Customer Service: oversee timely, accurate, and thoughtful responses to customer inquiries, ensuring a consistently strong customer experience, while driving digital enhancements.
  • Collections & Asset Management: manage receivables, restructures, recoveries, and bankruptcy matters.
  • Account Modifications: assess risk, evaluate options, and recommend optimal outcomes.
  • Remarketing: oversee the sale of repossessed and lease-end assets and manage loss exposure.
  • Insurance Compliance: monitor coverage, manage exposure, and remediate at-risk accounts.
  • Deficiency Management: evaluate write-offs and recovery strategies
• Champion a customer-first mindset, ensuring every interaction balances sound risk management with fair, transparent, and respectful outcomes.
• Partner closely with vendors and brand partners to ensure service quality, regulatory compliance, and alignment with portfolio and customer objectives.
• Ensure compliance with VFS policies, procedures, and regulatory requirements across all applicable jurisdictions.
• Monitor and report on portfolio performance, including collections, modifications, inventory aging, deficiencies, litigation, and workout strategies.
• Maintain service levels for syndicated portfolios in line with partner agreements.
• Coach, develop, and retain talent; identify capability gaps and build succession.
• Collaborate cross-functionally and support broader operational initiatives as business needs evolve.

What You Bring

• Bachelor’s degree in business or a related field, or equivalent experience.
• 7+ years of experience in financial services, preferably within transportation or construction equipment.
• Experience in a captive finance or similar environment.
• Comfort working across multiple regulatory frameworks.
• Strong experience using Salesforce and leveraging data for decision-making.
• Familiarity with agile or project-based work environments.
• Proven ability to motivate and provide leadership and direction.
• Excellent communication skills with customers, dealers, vendors, and brand partners.
• Advanced analytical and data interpretation capabilities.
• Ability to prioritize and perform in a fast-paced, accountable environment.
• Collaborative, trusted leader who works effectively across teams.
• Bilingual (English/French) capability is a strong asset and highly valued.

Leadership Expectations

• Clearly communicates strategy and inspires execution.
• Delivers results while navigating complexity and change.
• Leads with integrity, trust, and transparency.
• Demonstrates managerial courage and progressive mindset.
• Invests in people through coaching, feedback, and stretch opportunities.
• Promotes fairness, inclusion, and consistent performance management.

What You Can Expect From Volvo

Join us and enjoy a rewarding experience—our team benefits from competitive salaries, comprehensive health and dental coverage, a Group RRSP to help you plan for the future, and access to our Employee Assistance Program for extra support when you need it. We encourage your growth through courses at Volvo Group University or with tuition reimbursement and ensure you have plenty of time to recharge with our generous vacation policy. You’ll also find a welcoming, inclusive environment where everyone is invited to participate in meaningful community initiatives and truly feel at home.

We value your data privacy and therefore do not accept applications via mail.

Who We Are And What We Believe In

We are committed to shaping the future landscape of efficient, safe, and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents across the group’s leading brands and entities.

Applying to this job offers you the opportunity to join Volvo Group. Every day, you will be working with some of the sharpest and most creative brains in our field to be able to leave our society in better shape for the next generation. We are passionate about what we do, and we thrive on teamwork. We are almost 100,000 people united around the world by a culture of care, inclusiveness, and empowerment.

At Volvo Financial Services, we are working together to shape the world we want to live in. As the captive finance arm of the Volvo Group, VFS provides financial services and solutions that meet the needs of our customers’ evolving business. Through our dedication to innovation, we support society in its adoption of sustainable transport and equipment solutions. VFS is headquartered in Gothenburg, Sweden, and serves Volvo Group customers and dealers in more than 50 markets.