Collections Team Lead Financial Services

Lead collections operations at Wealthsimple, using frontline leadership and delinquency expertise to recover balances fairly. This is a hybrid team environment.As Team Lead, Collections, you will guide Collections Specialists handling delinquent credit card and retail banking accounts. You will connect Client Experience, Credit Risk, and Compliance while supporting consistent standards across internal squads and external agencies. The work includes operational decisions, client conversations, and regulatory adherence.Key Responsibilities:
Manage intraday queues and outreach across delinquency stagesResolve hardship, settlement, dispute, insolvency, and complaint escalationsOversee agency handoffs, training, Slack escalations, and quality assuranceTrack delinquency data and recommend operational adjustmentsDevelop specialists through coaching, monitoring, and calibrationsRequirements:
Two or more years leading collections or outbound recoveriesConsumer lending knowledge spanning cards, banking, settlements, and insolvenciesKnowledge of Canadian collection regulations and privacy rulesExperience with automation, data analysis, and operational optimizationStrong de-escalation, negotiation, and coaching skillsApply collections leadership, regulatory knowledge, and operational judgment to support Wealthsimple clients and recovery performance.
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