Collections Coordinator processing recoveries, payments, refunds and reconciliations for Tarion, Ontario’s new home warranty organization. Supporting Finance collections through Workday and administrative reporting.
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
Requirements
- 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
Benefits
- 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
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