About the role

Senior collections specialist managing Canadian credit-card delinquencies, insolvencies, and recoveries for Brim Financial’s fintech platform. Building scalable processes, reporting, controls, and agent capability while balancing customer experience, risk, and compliance.

Responsibilities

Manage delinquent consumer credit card accounts across various stages of delinquency
Conduct professional, empathetic, and effective outbound collections activities
Negotiate payment arrangements and resolution strategies within company guidelines
Identify accounts requiring escalation, specialized treatment, or additional investigation
Handle complex and high-risk accounts, including customers experiencing financial hardship
Balance customer experience, recovery performance, compliance, and risk
Review and action Consumer Proposal, Bankruptcy, insolvency, and related account documentation
Liaise with Licensed Insolvency Trustees and relevant parties
Monitor collections metrics and identify trends to improve recovery
Help develop collections performance reporting and dashboards
Recommend improvements to policies, workflows, technology, and customer communications
Partner with Customer Service, Risk, Finance, Fraud, Compliance, and Operations teams
Support collections SOPs and controls
Coach and mentor collections agents
Help build a scalable collections operation balancing recovery, customer experience, risk, and compliance

5+ years of experience in collections, preferably within credit cards, banking, lending, fintech, or regulated financial services
Strong collections experience
Demonstrated experience handling Consumer Proposals and Bankruptcies
Strong understanding of delinquency management, payment arrangements, recoveries, and account escalation
Experience with credit bureau reporting and account-status impacts of payments, delinquency, and insolvency
Previous experience coaching, mentoring, or leading collections agents
Excellent verbal and written communication skills
Strong negotiation and problem-solving abilities
Ability to handle sensitive financial conversations with professionalism and empathy
Strong attention to detail and ability to work with confidential financial information
Knowledge of Canadian consumer credit and insolvency practices
Familiarity with FCAC expectations, consumer protection requirements, and privacy obligations
Experience with collections platforms, dialers, CRM systems, and contact-centre technology
Strong Excel and data-analysis skills
Experience building or improving collections SOPs, QA programs, and training programs

Opportunity to join a fast-growing fintech environment
Direct impact on how the collections function is built and operated
Opportunity to shape processes, coach a team, and influence technology and strategy
Opportunity to help create a modern collections experience