Manager, Collections

Fairstone - Montréal, QC (30+ days ago)

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Reporting to the Senior Manager of Centralized Collections, the Manager, Collections will lead a specialized unit of collection specialists responsible for providing top quality service to our customers regarding the repayment of their financed auto loans.

Responsible for maintaining programs and policies

Additional support areas include but are not limited to, coaching and training, quality audits, vendor management.

Creating initiatives/programs to support business target objectives. Analyzing service level agreements and standards, market trends, improve customer experience; improving group performance; directing team as needed to accomplish goals; managing implementation efforts; resolving complex problems or inquiries; ensuring overall compliance with government regulations and company policies.

This role requires extensive and consistent weekly/monthly training and development of the Collections team along with managing and auditing their day-to-day performance.

Key Responsibilities

Objective is to minimize losses and/or maximize returns on investment through prompt and appropriate loss mitigation processes.

Leads by example in delivering exceptional, positive customer experience that builds trust through expertise, responsive service and support.
Ensures that all KPI’s for the department are met and prepare & deliver action plans whenever underperforming
Ensures best practices are being met with a focus on reducing delinquency and improving customer experience
Design and implement strategies to motivate the Collections Team to achieve departmental goals
Develops and maintains long-term relationships with both internal and external stakeholders
Handles escalation calls with an informed, professional, and efficient approach
Addresses escalated customer requests and transactions
Executes on required loss mitigation processes/procedures for the resolution of non-performing and high-risk accounts.
Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
Develops employee action plans and solutions in the effort to maximize recoveries
Coach with proficient tools to assist department in achieving goals
Reviews and audit employee assigned accounts and work flow of collection to provide insights and recommendations.
Gathers and formats data and ad-hoc reports in managing employee performance scorecards
Follows departmental policies and procedures
Keeps abreast of needs of the Collections departments. Identifies and makes referrals to other business groups as needed.
Maintains current knowledge of collections strategies, practices, and trends and integrates into customer conversations in a professional manner.
Supports continuous improvement initiatives by identifying and implementing changes to make processes more effective and efficient.
Develops and maintains awareness of industry trends and best practices and the regulatory environment as it relates to collections products and services
Facilitate repossessions, sales, and redemptions according to company and legislative guidelines, while providing administrative and reporting support to management
Must be detail oriented and be able to understand and prepare complex documentation and update different host systems while maintaining customer records
Third party vendor assignment and tracking. Partners include: Bailiffs, Auctions, dealers, lawyers, and agencies

Job Qualifications

Excellent verbal and written communication skills in English and French (Required)
Minimum 5 years collection experience, non-prime, near-prime and sub-prime automotive segment (additional programs such as retail point of rale, secured and unsecured segments)
Preferred knowledge of the automotive finance life cycle and interest in the industry
Proficiency with Microsoft Office (Excel, Word, and Outlook)
Able to understand/prepare complex documentation, update different host systems, and maintain customer records
Ensure all assigned tasks are completed accurately and on time in a fast-paced environment
First-rate telephone skills, confidence in problem solving, negotiating and decision making
Scheduled shifts for days, evenings, and rotating Saturdays when required to meet targets
Strong understanding of the seize and sue laws in Canada and specific to each province
Preferred knowledge of the automotive finance life cycle and interest in the industry
Proven ability to multitask, prioritize workload and meet deadlines.
Must be detail oriented and be able to understand and prepare complex documentation and update different host systems while maintaining customer records
Third party vendor assignment and tracking. Partners include: Bailiffs, Auctions, dealers, lawyers, and agencies.
Understanding of the Personal Property Security Acts and collections laws across Canada
Understanding of the Canadian insolvency laws and legal recovery process

What’s in it for you?

Looking for a rewarding career? You’ve come to the right place. At Fairstone, we offer all our permanent employees:

Competitive salary with bonus potential
Incentive programs to recognize when sales targets are met (applies to branch network employees only)
A minimum of 3 weeks paid vacation (prorated to your start date)
Flexible Health and Dental Benefits
Employer Sponsored Pension Plan
Personal days and sick days
Tuition Assistance Programs
Paid volunteer day and organized volunteering events across the country
Ongoing Learning and Development Training
Referral Incentives up to $5000.00

and Much More……

If you’re seeking a role with a growing business that values employee development, Fairstone is the right place for you!

Come join our team!

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.

Whether you’re seeking first-time employment or are making a career change, Fairstone has the internal support to help our team members grow and succeed.

Time Type:
Full time

Job Type:
Permanent