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Form of workAdecco is currently seeking a dynamic BilingualCreditCollections Manager to join our client's team in Toronto, ON. This is a full-time position responsible for supervising collections activities, leading a team of collection associates, and ensuring the adherence to collections key performance indicators (KPIs) and approved collection strategies for the delinquent portfolio.
Company: Hyundai Capital Canada
Salary: 80-90k per year + perks/benefits/bonus
Location: Toronto, ON - Hybrid work model
Position Overview:
As a Collections Manager, you will play a pivotal role in coaching, training, and managing the performance of collection associates. You will be responsible for implementing and overseeing collection strategies, managing day-to-day operations, and fostering a culture of excellence in collections effectiveness.
Key Responsibilities:
Coaching, Training, and Performance:
Continuously monitor collection calls to develop essential skills such as collection techniques, negotiation, and emotional intelligence.
Conduct bi-weekly one-on-one meetings with employees to engage them and review their performance.
Ensure that all collections procedures align with applicable policies and propose changes as needed.
Ensure associates strictly adhere to approved policies and procedures.
Manage scheduling, including defining shifts, approving vacations, and addressing illness.
Measure and analyze team and individual performance.
Delinquent Portfolio Management:
Implement approved collection strategies, encompassing calls, emails, and SMS communications.
Manage and execute dialer campaigns, including list creation and assignment based on the collection strategy.
Coordinate the administration of the predictive dialer, overseeing open/close groups and list assignments.
Develop a weekly collection approach based on current performance standings.
Day-to-Day Operations:
Efficiently handle complaints and escalations.
Lead 15-minute weekly huddles to ensure adherence to procedures and gain insights into customer behavior in delinquency.
Execute monthly business reporting.
Address system issues promptly and escalate as necessary.
Implement applicable contingency plans as required.
Collaborate with other teams to resolve issues, contribute to corporate goals, and enhance customer satisfaction.
Qualifications:
Prior experience in a contact center environment with a strong understanding of Collection KPIs.
Bilingual - must be able to speak English/French
2-3 years of collections management experience across various products (secured/unsecured).
College degree (preferred but not mandatory).
High school diploma (mandatory).
Completion of training in collections and negotiation techniques.
Familiarity with auto lease agreements and conditional sales contracts.
In-depth subject matter expertise in collections operations.
Exceptional leadership skills that empower team members to excel.
Proficiency in effectively transferring knowledge and setting expectations for team members.
Ability to balance the need to collect payments while minimizing call duration.
Outstanding task prioritization skills to efficiently manage responsibilities.
Capability to foster collaboration across different teams and build bridges.
Strong emotional intelligence, facilitating effective conflict management and relationship-building.
Proficiency in managing conflict and establishing robust relationships with team members.
If you are seeking a long-term career opportunity in a challenging and dynamic environment, and you possess the skills and leadership qualities mentioned above, we strongly encourage you to submit your application. This role offers a competitive salary, outstanding benefits, and the chance to play a substantial role in the collections field.
To indicate your interest in this position, please apply online. A recruiter from Adecco will reach out to you shortly. Join our team and lead a committed group of professionals towards achieving excellence in collections.
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