Bilingual Senior Collections Associate

Description

Bilingual Senior Collections Associate (Francophone-First)

Location : Montreal, Quebec
Job Type : Hybrid - Full-Time
Compensation : up to $70,000 base salary + up to 10% bonus

Schedule – VERY IMPORTANT

This role operates on a rotating shift schedule.

Some weeks may follow:

Monday–Friday, 9:00 AM–5:00 PM

Other rotations may include later shifts extending up to 9:00 PM.

Weekend availability is also required on a rotating basis:

• Saturday: 10:00 AM–6:00 PM
• Sunday: 12:00 PM–5:00 PM

Important: All late/evening shifts and weekend shifts may be worked remotely from home.

Here is a simplified overview of the rotating schedule:

Three-week shift rotation:

• Week 1: 9:00 a.m.–5:30 p.m.
• Week 2: 10:30 a.m.–7:00 p.m.
• Week 3: 12:30 p.m.–9:00 p.m.

The cycle then repeats.

Office requirement:

• Only the 9:00 a.m.–5:30 p.m. shift is worked in the office.
• During that week, employees attend the office four days.
• The two later shifts are worked remotely.
• Overall, employees typically attend the office four days every three weeks.

Weekend requirement:

• Saturday: 10:00 a.m.–6:00 p.m., remote
• Sunday: 12:00 p.m.–5:00 p.m., remote
• Initially, employees will work either two Saturdays per month or one Saturday and one Sunday per month.
• When weekend work falls during the 9:00 a.m. shift week, office attendance is reduced from four days to three.

Important: All late/evening shifts and weekend shifts can be worked remotely from home.

Perks:

• Comprehensive medical and dental benefits
• 80% of the benefit premiums are paid by company
• Benefits become effective after 3 months of employment
• 3 weeks of vacation

Responsibilities

About the Role

We are seeking a high-performing, energetic individual to join our Montreal team as a Bilingual Senior Collections Associate. Because this role serves both a predominantly Francophone market in Quebec and customers across the rest of Canada, impeccable French communication skills are the primary requirement, supported by a strong professional proficiency in English to assist our wider national base.

In this senior role, you’ll manage complex collection accounts, guide resolution strategies, and support junior team members, all while delivering a respectful and customer-first collections experience in both languages. You will report to the Credit and Collections Manager and work closely with all members of the team and other key stakeholders to help grow the business. We deeply value our team’s health and well-being, and as a full-time employee, you will be rewarded with an extensive benefits package.

Responsibilities

• Bilingual Customer Engagement: Conduct outbound and inbound collection calls, negotiating payment plans and resolving delinquencies for customers across Canada, prioritizing French-language interactions alongside English.
• Escalation Management: Manage escalated and high-risk accounts with professionalism, empathy, and cultural nuance.
• Mentorship: Support junior team members with guidance and training on complex cases and bilingual communication strategies.
• Documentation: Document all customer interactions and account updates clearly and accurately in our system.
• Credit Analysis: Evaluate and decision consumer and credit applications.
• Reporting: Prepare credit templates and memos, including presenting recommendations to senior management.
• Portfolio Monitoring: Monitor loan payments and bad debts at both the contract and portfolio levels.
• Cross-functional Collaboration: Work with internal teams to ensure timely, customer-friendly resolutions, identify process improvements, and contribute to continuous team development.
• Ad-hoc Duties: Assist with related tasks and special assignments as requested.

Qualifications

Qualifications & Requirements

• Fully bilingual in French and English (verbal and written) required.
• Bachelor's degree or higher in a relevant discipline.
• Experience: 5+ years of experience in collections or credit management, preferably within financial services.
• Extensive consumer collections experience is essential.
• Strong experience managing the full collections cycle, including early-stage, late-stage, escalated accounts and recoveries.
• The successful candidate should be a collections-focused professional; collections experience is more important than credit analysis or credit decisioning experience.
• Previous experience within financial services is preferred, particularly:
• Fintech
• Banking
• Automotive finance/auto industry
• Technical Competence: Demonstrable expertise in collections, credit decisioning, and data analysis.
• Excellent interpersonal, verbal, and written communication skills tailored to a diverse, national clientele.
• Strong negotiation, problem-solving skills, high initiative, ownership, and strict attention to detail.