Collections Team Lead Canada

Lead collections operations remotely from Canada, combining frontline coaching with regulatory compliance and data-driven recovery performance. Support fair client experiences daily.

This Team Lead oversees specialists managing delinquent credit card and retail banking accounts. You will balance recovery outcomes with empathy across Client Experience, Credit Risk, and Compliance. The position also coordinates external collection agencies, improves workflows, and supports consistent standards throughout collections operations.

Key Responsibilities:

• Manage collection queues and outreach across delinquency stages
• Monitor trends and allocate capacity to higher-risk accounts
• Handle hardship, disputes, insolvencies, and escalated complaints
• Coach specialists through one-on-ones, call monitoring, and calibration
• Audit interactions for Canadian regulatory compliance

Requirements:

• At least two years leading collections or recovery teams
• Knowledge of consumer lending and delinquency management
• Working knowledge of Canadian collection regulations
• Strong analytical, negotiation, and de-escalation skills
• French and English proficiency is a strong asset

Apply collections leadership, compliance expertise, and coaching skills to improve recovery outcomes while supporting clients through financial challenges.