Collections Team Lead Financial Services

Lead Collections Specialists at Wealthsimple using recovery strategy and compliance expertise across delinquent credit card and retail banking accounts. This is a hybrid team.As Team Lead, Collections, you will guide frontline operations at the intersection of Client Experience, Credit Risk, and Compliance. You will manage delinquency queues, develop specialists, oversee agencies, and resolve complex client situations. Your work supports recoveries while keeping conversations fair, compliant, and human.Key Responsibilities:
Manage intraday queues across delinquency stagesDeploy capacity toward high-risk balancesResolve hardship, disputes, insolvencies, and complaintsOversee agency handoffs, training, escalations, and quality assuranceAudit calls and enforce collection regulationsRequirements:
Two or more years leading collections or outbound recoveriesConsumer lending and delinquency knowledgeCanadian collection regulations knowledgeExperience with Zendesk, Workato, and automation toolsStrong de-escalation, negotiation, and coaching skillsBring collections leadership, regulatory judgment, and client empathy to Wealthsimple’s credit card and retail banking recovery operations.
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