Overview
Collections Manager Jobs in Etobicoke at Prefera Finance Ltd.
If you are passionate about finance, customer service, and making a positive impact in a supportive and fun work environment, apply today and join us in shaping the future of financial lending with integrity and inclusivity!
Who We Are: Prefera Finance Ltd. is a Canadian-owned, national finance company dedicated to empowering clients through innovative and unique financial solutions. We work with our partners and customers to understand their needs and provide solutions that fit. These solutions include providing flexible, innovative financing programs for recreational products such as motorcycles, boats, trailers, snowmobiles and many more. Prefera also provides leading-edge point of sale solutions for automotive repairs.
We Believe In Fun: Our hybridized work culture offers the best of both worlds: the flexibility to work remotely and autonomously with the opportunity to collaborate in our vibrant and casual office environment. We believe in fostering a workplace where everyone feels valued and empowered to succeed.
Position Summary: Under the direction of the Vice President, the Collections Manager is responsible for overseeing the daily work and activities of a team of collections officers to ensure delinquency and write-off targets are met. Incumbent is also responsible for assisting with ongoing recruitment, training and retention initiatives to ensure department is functioning as a highly productive and motivated team. The incumbent performs all duties according to the established Collections Policies & Procedures.
KEY Accountabilities:
1. Supervise the daily work of a team of Collections Officers to ensure delinquency and write-off targets are met and positive customer relations are maintained within the department.
Main Activities:
- Maintain the ability to perform all duties of Collections Officer.
- Establish work schedules and monitor adherence to those schedules for team.
- Ensure work is being performed in accordance with department and company policies and procedures.
- Control work flow by assigning collection queues to appropriate personnel based on experience and capabilities.
- Monitor individual and team delinquency and write off throughout the month.
- Respond to customer complaints and handle escalated calls in a timely manner.
- Ensure all NSF customers are called immediately upon posting.
- Approve all repossession and skip tracing requests.
- Ensure guaranteed funds are applied correctly in company software system.
- Implement changes as directed by management into daily work flow.
2. Support in all efforts to build, maintain and lead a highly motivated, professional and productive team.
Main Activities:
- Provide ongoing performance feedback and coaching.
- Assist with completion of annual and semi-annual formal performance reviews, participate in performance review meetings.
- Provide feedback to employees with their respective annual goals and objectives and hold them accountable.
- Discuss and implement action plan with team to ensure service deliverables are achieved consistently.
- Assist in development and execution of a unique reward and recognition program.
- Facilitate departmental meetings and team building activities to encourage engagement and maintain morale in the department.
- Create and maintain an environment that promotes trust, creativity, initiative and cooperation.
- Facilitate the resolution of conflicts and other issues to maintain a positive work environment
3. Lead with conducting recruitment, training and development initiatives to ensure proper staffing levels and standards of productivity.
Main Activities:
- Communicate FTE requirements to the management.
- Participate in pre-screening, interviewing and selection of candidates.
- Ensure new employees have received sufficient training.
- Encourage ongoing employee learning, training and developmental initiatives.
- Participate in team meetings, workshops and individual coaching sessions.
- Responsible for administering absenteeism and vacation for the collections department.
4. Contribute to the success of the business and Collections department through personal efforts to enhance own knowledge and skills. Assist others in achieving common goals and objectives and maintaining a respectful, positive work environment.
Main Activities:
- Adhere to work day schedule.
- Maintain up-to-date knowledge of department policies and procedures.
- Participate in team meetings, workshops and individual coaching sessions.
- Build and maintain effective working relationships with colleagues.
- Actively participate in performance management process in support of own personal and professional departmental objectives.
- Respect and adhere to all policies and procedures, including Code of Conduct, Harassment & Discrimination, Internet & Email and Privacy Policy.
- Maintain knowledge of and complete annual training of any compliance requirements.
(Note: The omission of specific statements does not preclude management from assigning specific duties not listed herein if such duties are a logical assignment to the position)
Education & Experience:
- Post-Secondary Education (University Degree or College Diploma).
- Minimum 3 years of experience in Collections and Customer Service in a call centre environment.
- Previous supervisory or management experience preferred.
Knowledge, Skills and Abilities:
- Excellent knowledge of Collection policies & procedures; able to provide guidance and share knowledge with employees.
- Strong customer service orientation with the ability to deal with challenging customer situations in a positive, professional way.
- People management skills with the ability to motivate, coach, train and lead team in resolving day to day issues.
- Proven leader, with ability to develop and maintain high levels of enthusiasm, teamwork and motivation amongst staff in achieving business goals and targets.
- Strong organizational and planning skills with the ability to prioritize, multi-task and coordinate the work of Collections department.
- Developed problem solving skills sufficient to identify problems, generate solutions and decide on the best course of action taking into consideration the best interest of all parties.
- Excellent communication skills (both oral and written) with demonstrated ability to interact with peers, management and other departments in a pleasant and professional manner.
- Demonstrated computer proficiency; excellent knowledge of company systems and the MS Office (Outlook, Word and Excel).
Working Conditions:
- Works indoors in adequate work space, with adequate temperature, ventilation and lighting.
- Normal exposure to noise, stress and disruptions.
- Must be able to sit at a computer for long periods throughout the workday, with intermittent periods of standing, walking to carry out essential duties of the job.
- Standard 37.5-hour work-week, some shift work may be required.
Shift Times:
- Days Of Operation: Monday to Friday, 9-5pm (5 days per week) – Flexibility is required as 9-5pm is the standard, however, start and end times can fluctuate. Candidates should have the flexibility to work shifts scheduled anytime between 8am-7pm as needed. May change depending on business needs.
Salary Expectations:
- $75,000 – $95,000/year depending on experience
Perks:
- Company Benefits (Health and Dental)
- 3 Weeks Vacation
- Competitive Bonus Structure
- Company-Matching RRSP Contributions
- Great Location! Near Major Highways (427/Queensway)
- Hybrid Working Arrangement
- Free Parking
- Positive Culture & Amazing team
- Lots of Growth Potential
- Tuition-Reimbursement
- Occasional Team Lunches
Prefera Finance Ltd. is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Ontario’s accessibility laws.
Job Types: Full-time, Permanent
Pay: $75,000.00-$95,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
- Work from home
Ability to commute/relocate:
- Etobicoke, ON M9C 5L2: reliably commute or plan to relocate before starting work (required)
Experience:
- Management: 1 year (required)
- Customer Service: 3 years (required)
- Call center: 3 years (preferred)
- Collections: 3 years (required)
Work Location: Hybrid remote in Etobicoke, ON M9C 5L2
Title: Collections Manager
Company: Prefera Finance Ltd.
Location: Etobicoke
