Specialist, Collections Vendor Management

Fairstone Financial Inc.; London; Hybrid; CAD 80,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Health and dental coverage

Virtual healthcare

Group Retirement Savings Plan

WorkPerks discounts

Gym access

Toronto Bike Share

Education Assistance Program

Fairstone Academy

Parental leave top-up

Job summary

Fairstone Bank is seeking a Manager, Collections Vendor Management to oversee outsourced collection activities across products and ensure vendor compliance and performance. You will lead call quality assurance and support training, certification, and process improvements to reduce delinquency and losses.

The role requires 5+ years in collections with vendor management experience, bilingual English/French, and advanced Excel skills.

Qualifications

• Highschool Diploma or equivalent to a minimum of 5 years' experience in collections and financial services industry.
• Two + years of vendor management/supervisory experience.
• Excellent verbal and written communication skills in English and French (required).
• Ability to present and communicate to senior leaders (required).
• Advanced Microsoft Excel skills (required).
• Knowledge of provincial compliance regulations for call quality assurance.
• Proven experience & knowledge with Customer Experience and Collections call quality (required).

Responsibilities

• Manages day to day outsourced activities with collection agencies.
• Ensure agencies are compliant and are respecting contract engagements.
• Monitor performance daily, weekly, monthly & quarterly and propose adjustments when needed.
• Daily performance calls: Have daily touchpoints with agencies to discuss performance, daily projections, opportunities, improvements and other production related issues.
• Ensures that KPIs are met.
• Reviews and audit assigned accounts and workflows of collection to provide insights and recommendations.
• Escalations: Resolve escalations and inquiries from agencies that are partner related in an efficient and timely matter.
• Ensures best practices are being met with a focus on reducing delinquency and improving overall customer experience.
• Internal Call Flow Champion & Subject Matter Expert.
• Leads by example in delivering exceptional, positive customer experience that builds trust through expertise, responsive service and support.
• Market Share process and communication.
• Manage Incentive plan to drive partner performance.
• Oversee all agency related inquiries (assigned internal inbox).
• Constantly promoting opportunities to create automation & optimize process improvements and or efficiency gains.
• Follows departmental policies and procedures.
• Maintains current knowledge of collections strategies, practices, and trends and integrates into customer conversations in a professional manner.
• Develops agency action plans and solutions in the effort to maximize recoveries and or improve agency partner performance.
• Support in agency onboarding and selection process.
• Reporting analytics & support.
• Design, implement and validate agency partner operational and efficiency strategies to reduce delinquency and losses.
• Develops and maintains long-term relationships with both internal and external stakeholders.

Skills

Bilingual English/French

Advanced Excel

Vendor management

Communication skills

Customer experience knowledge

Collections knowledge

Education

High school diploma or equivalent

Job description

Who we are

Fairstone Bank and its family of brands are united in delivering innovative, accessible and reliable financial solutions that enable Canadians to reach their goals. Over the years, our brand family has grown. In 2024, Home Trust Company, Home Bank and Oaken Financial became part of the Fairstone Bank family of brands, alongside Fairstone, EdenPark and Fig. Together, we are the leading alternative lending bank in Canada. With a diverse suite of products- residential and commercial mortgages, consumer deposits and GICs, credit cards, retail and automobile financing, personal loans and digital lending,we offer financial solutions tailored to all Canadians, including newcomers, small-business owners, smart investors and savvy consumers.

About the role

The Manager, Collections Vendor Management will support the Centralized Collections business unit to, maintain and manage day to day performance of outsourced collection activities for various products within the organization as assigned, such private label retail card, consumer loans, automobile financing etc. Ensures all vendors are compliant and respecting contract engagements as well as supporting partnership to achieve targeted delinquency goals with lowest possible loss ratios and minimal risks.

In addition, leads and supports Call Quality Assurance of vendors through call evaluation audits, call calibrations as well as supporting with training and certification of internal call flow standards and expectations.

Key Responsibilities

• Manages day to day outsourced activities with collection agencies
• Ensure agencies are compliant and are respecting contract engagements
• Monitor performance daily, weekly, monthly & quarterly and propose adjustments when needed
• Daily performance calls: Have daily touchpoints with agencies to discuss performance, daily projections, opportunities, improvements and other production related issues
• Ensures that KPIs are met
• Reviews and audit assigned accounts and workflows of collection to provide insights and recommendations
• Escalations: Resolve escalations and inquiries from agencies that are partner related in an efficient and timely matter
• Ensures best practices are being met with a focus on reducing delinquency and improving overall customer experience
• Internal Call Flow Champion & Subject Matter Expert
• Leads by example in delivering exceptional, positive customer experience that builds trust through expertise, responsive service and support
• Market Share process and communication
• Manage Incentive plan to drive partner performance
• Oversee all agency related inquiries (assigned internal inbox)
• Constantly promoting opportunities to create automation & optimize process improvements and or efficiency gains
• Follows departmental policies and procedures
• Maintains current knowledge of collections strategies, practices, and trends and integrates into customer conversations in a professional manner
• Develops agency action plans and solutions in the effort to maximize recoveries and or improve agency partner performance
• Support in agency onboarding and selection process
• Reporting analytics & support
• Design, implement and validate agency partner operational and efficiency strategies to reduce delinquency and losses
• Develops and maintains long-term relationships with both internal and external stakeholders

What we’re looking for

• Highschool Diploma or equivalent to a minimum of 5 years' experience in collections and financial services industry
• Two + years of vendor management/supervisory experience
• Excellent verbal and written communication skills in English and French (required)
• Ability to present and communicate to senior leaders (required)
• Advanced Microsoft Excel skills (required)
• Knowledge of all provincial compliance regulations for call quality assurance
• Proven experience & knowledge with Customer Experience and Collections call quality (required)
• Advanced knowledge of consumer lending and financed products
• Ability to resolve problems with minimal guidance
• Develops and maintains long-term relationships with both internal and external stakeholders
• Evidence of supporting continuous business improvement and delivering high-performance standards

What you’ll love about working here

• Award-Winning Culture: We're proud to be recognized as a Great Place to Work Canada 2025 and one of Montreal's Top Employers 2025 by Canada's Top 100 Employers.
• Work-Life Balance: Enjoy flexibility with our hybrid work model designed to support your lifestyle.
• Time to Recharge: Generous vacation based on your role, statutory holidays, plus 6 wellness days to prioritize your well-being.
• Compensation Package: Competitive base salary plus an annual incentive bonus tied to performance.
• Comprehensive Benefits: Robust health and dental coverage through Manulife, as well as virtual healthcare through Dialogue.
• Future-Ready Savings: Group Retirement Savings Plan with up to 7% employer match.
• Exclusive Perks: Discounts from top retailers via WorkPerks, plus location-based perks like gym memberships and Toronto Bike Share.
• On-Site Fitness: Gym access at our London and Montreal offices.
• Continuous Growth: Education Assistance Program and Fairstone Academy for training and skill development.
• Family Support: Parental leave top-up program to help you during life's big moments.

What you can expect - pay & process

Expected base salary range is $80,000 - $90,000 , plus the opportunity to earn an annual incentive bonus tied to performance. This posting is for an existing vacancy within our organization. Artificial intelligence may be used in parts of the recruitment process. All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire.

Fairstone is an equal opportunity employer. Accordingly, we will make reasonable accommodations to respond to the needs of people with disabilities. Individuals who view themselves as Aboriginals, members of visible minorities, and disabled are encouraged to apply in confidence.

Time Type: Full time Job Type: Permanent RECOGNIZED AS ONE OF MONTREAL'S TOP EMPLOYERS (2025) Fairstone Bank of Canada and its subsidiaries, including Fairstone Financial Inc. and Home Trust Company, deliver innovative, accessible and reliable financial solutions that enable Canadians to reach their financial goals. More at FairstoneBank.ca