Team Lead, Collections

Jobgether; Canada; Remote; CAD 68,000 - 85,000; Full time

Benefits offered by this job

Equity

Health benefits

Savings plan

Vacation days

Wellness days

International work allowed

Remote work in Canada

Job summary

Partner Company is seeking a Team Lead, Collections in Canada to lead a frontline collections team managing delinquent credit card and retail accounts. You will balance recovery performance with compliant, empathetic client care.

You will coach Specialists, monitor queues, partner with external agencies, and drive data-driven process improvements while maintaining regulatory compliance.

Qualifications

• 2+ years of frontline leadership in collections or outbound recovery within financial services.
• Solid knowledge of consumer lending and delinquency management.
• Working knowledge of Canadian collection regulations (calling hours, limits, privacy).
• Experience optimizing operations with automation tools to reduce manual tasks.
• Experience adopting AI and automation tools (AI call transcription, automated scoring, agent assist).
• Strong analytical skills to monitor queues and performance.
• Excellent negotiation and de-escalation skills with sensitive conversations.
• Ability to coach and motivate teams while upholding compliance and client care.
• Experience coordinating with external collection agencies for handoffs and quality.
• French and English bilingualism is a strong asset.

Responsibilities

• Manage daily collection queues and outreach across delinquency stages to meet targets.
• Monitor delinquency trends and allocate capacity to high-risk accounts within regulatory guidelines.
• Handle escalated cases including hardship, settlements, disputes, and insolvencies.
• Oversee external agencies, coordinating workflow handoffs, training, and quality assurance.
• Analyze data to identify roll-rate trends and recommend operational improvements.
• Coach Specialists through regular 1-on-1s, live call monitoring, and calibration.
• Audit interactions to ensure compliance with Canadian regulations on calling hours and privacy.
• Identify bottlenecks and drive workflow improvements with automation.

Skills

Leadership

Canadian regulations

Data analysis

People coaching

Negotiation

Tools

Zendesk

Workato

Job description

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Team Lead, Collections based in Canada.

This is an exciting opportunity to lead a frontline collections team within a fast-growing financial services environment. As Team Lead, you will oversee specialists managing delinquent credit card and retail banking accounts, balancing recovery performance with fair, empathetic client experiences. Working at the intersection of Client Experience, Credit Risk, and Compliance, you will drive operational performance while ensuring all collection activities meet applicable Canadian regulations. You will also manage relationships with external collection agency partners, aligning workflows and quality standards across the entire collections lifecycle. Through data-driven decisions, process improvements, and hands‑on coaching, you will help strengthen recovery outcomes while supporting clients through challenging financial situations.

Accountabilities

• Manage daily collection queues and outreach activities across delinquency stages, ensuring consistent performance against contact, cure‑rate, and recovery targets.

• Monitor delinquency trends across credit card and retail banking portfolios, allocating team capacity to higher‑risk accounts while maintaining regulatory compliance.

• Handle escalated and complex cases involving financial hardship, settlement exceptions, disputes, insolvencies, consumer proposals, bankruptcies, and client complaints.

• Oversee external collection agency partners, coordinating daily workflow handoffs, escalations, training, and quality assurance to maintain consistent service and compliance standards.

• Analyze queue‑level and delinquency‑bucket data to identify emerging roll‑rate trends, investigate root causes, and recommend operational improvements.

• Coach and develop Collections Specialists through regular one‑on‑ones, live call monitoring, and calibration sessions, balancing recovery performance with client empathy.

• Audit client interactions and ensure strict adherence to Canadian federal and provincial collection regulations, including permitted calling hours, contact‑frequency limits, and privacy requirements.

• Identify operational bottlenecks and improve workflows through automation, technology adoption, and more efficient team processes.

Requirements:

• At least 2 years of frontline leadership experience managing collections or outbound recovery teams within a financial institution, fintech company, or collection agency.

• Strong knowledge of consumer lending and delinquency management, including credit cards, retail banking, payment restructuring, settlements, and insolvency processes.

• Working knowledge of Canadian collection regulations, particularly permitted calling hours, contact‑frequency restrictions, and privacy requirements.

• Experience optimizing operational processes and leveraging tools such as Zendesk, Workato, and internal automation solutions to reduce manual tasks and improve team efficiency.

• Practical experience adopting AI and automation tools, including AI‑powered call transcription, automated quality scoring, and real‑time agent‑assist platforms.

• Strong analytical and data interpretation skills, with the ability to monitor performance across queues, agents, and delinquency categories and adjust daily operations accordingly.

• Excellent negotiation, conflict resolution, and de‑escalation skills, particularly when supporting agents through sensitive, complex, or challenging client conversations.

• Ability to coach and motivate frontline teams while maintaining high standards of performance, compliance, and client care.

• Experience coordinating with external collection agencies on workflow handoffs, performance calibration, and quality assurance is an asset.

• Bilingual proficiency in French and English is a strong asset, particularly for supporting Quebec accounts and conducting call monitoring.

Benefits:

• Competitive annual base salary ranging from CAD $68,000 to CAD $85,000.

• Equity compensation for permanent employees.

• Comprehensive health benefits and life insurance.

• Long‑term group savings plan with employer matching.

• 20 vacation days per year.

• 4 wellness days and unlimited sick and mental health days, subject to role eligibility.

• Opportunity to work outside Canada for up to 90 days per year, subject to program eligibility.

• Employee resource groups and an inclusive, collaborative work environment.

• Full‑time, remote position based in Canada.

We appreciate your interest and wish you the best!