Senior Collections Specialist

Recruiting In Motion - Eastern Ontario; Markham; Hybrid; CAD 65,000 - 90,000; Full time

Job summary

Recruiting In Motion - Eastern Ontario is seeking a Senior Collection Specialist to own a portfolio of delinquent and high-risk accounts in a financial services setting. The role requires strong negotiation, effective communication, and the ability to manage complex cases within a hybrid work environment.

You will engage customers, determine payment plans, coordinate with internal teams and external partners, and maintain accurate records in compliance with policies and regulatory requirements.

Qualifications

• 3+ years of progressive experience in collections, account resolution or financial services.

Responsibilities

• Manage a portfolio of complex, delinquent and higher-risk accounts from initial contact through resolution.

Skills

Negotiation

Communication

Decision-making

Detail-oriented

High-volume portfolio

Tools

CRM systems

Job description

Senior Collection Specialist | Financial Services | Hybrid If you're an experienced collections professional who knows how to handle difficult conversations, investigate complex accounts and negotiate solutions - this is an opportunity to take your skills to the next level. We're looking for a Senior Collection Specialist to take ownership of a portfolio of delinquent, escalated and higher-risk accounts within a financial services environment. You'll have the autonomy to assess situations, determine the best course of action, negotiate resolutions and work with internal and external partners to move accounts forward. If you're ready for more responsibility, more complexity and the opportunity to make a real impact, keep reading.

What You'll Be Responsible For

• Manage a portfolio of complex, delinquent and higher-risk accounts from initial contact through resolution.
• Take ownership of escalated accounts and determine the appropriate strategy based on the circumstances.
• Contact customers to understand their situation and negotiate realistic payment arrangements and resolutions.
• Handle challenging and sensitive conversations with professionalism, confidence and empathy.
• Investigate account discrepancies, payment issues and outstanding balances and determine appropriate next steps.
• Balance customer needs with financial objectives and established company policies.
• Work closely with internal departments to resolve account issues and remove roadblocks.
• Coordinate with external recovery partners, including collection agencies, repossession providers, bailiffs and legal service providers.
• Recognize potential financial, operational or compliance risks and escalation when appropriate.
• Maintain accurate account documentation, notes and supporting records.
• Ensure all activities are completed in accordance with company policies, procedures and applicable regulatory requirements.
• Consistently work toward portfolio and performance objectives while maintaining a high level of professionalism and accuracy.

What Makes You a Strong Fit

• 3+ years of progressive experience in collections, account resolution, credit, lending, banking, customer account management or financial services.
• Proven experience managing delinquent, escalated, complex or higher-risk accounts.
• Experience in automotive finance, leasing, consumer finance or lending is highly preferred.
• Exposure to repossessions, recovery agencies, bailiffs, legal services or third-party recovery processes is a strong asset.
• Strong negotiation and conflict-resolution skills.
• Excellent verbal and written communication skills.
• Confident making decisions and exercising judgment in challenging situations.
• Comfortable managing a high-volume portfolio without losing attention to detail.
• Strong computer skills and the ability to learn new systems quickly.
• Professional and discreet when dealing with confidential financial and customer information.
• Demonstrated reliability, accountability and a consistent employment history.

AI may be used to support certain administrative aspects of our recruitment process. However, all applications and resumes are reviewed by qualified human reviewers, and all screening and hiring decisions are made solely by the hiring team.

The posted salary range reflects expected compensation for this role in accordance with Ontario pay transparency requirements. Actual compensation will be determined based on the successful candidate's experience, skills, and qualifications and may fall anywhere within the range.