Credit Collections Supervisor

Job Description

<p>About the Opportunity</p><ul><li>Lead a team of collectors by providing daily direction, motivation and performance coaching</li><li>Conduct regular 1:1's, monitor KPI performance and implement action plans to improve productivity and cure rates</li><li>Foster a high-performance culture that balances results with customer experience and compliance</li><li>Review past due accounts to ensure department objectives are met</li><li>Provide the collections team with guidance, coaching and recommendations to minimize losses</li><li>Provide the collections team with direction and approvals, ensuring all collection process steps are followed</li><li>Approve repossessions & vehicle write-offs</li><li>Accurately process Leased Vehicle Total Loss Reports daily, ensuring policy compliance</li><li>Review inventory management reports monthly to ensure repossessions are moved to auction, sold & closed promptly</li><li>Review the Collection Team's calls for quality assurance</li><li>Review Collections Dashboard stats daily.</li><li>Collaborate with the Collections team to analyze results and review expectations</li><li>Work with the Retail Credit team to investigate potential fraudulent activities</li><li>Work with bailiffs, skip tracers daily to discuss customer/vehicle location</li><li>Work with internal & external Legal Counsel to discuss legal files</li><li>Collaborate with the Re-Marketing Department and Auctions regarding vehicle pick-up, sales & resolve any discrepancies as required</li><li>Assist the Customer Account Associates with unresolved or disputed insurance total loss claims as required</li><li>Handle all customer escalations relating to delinquency and repossession disputes</li></ul><p>About You</p><ul><li>Postsecondary Diploma or Degree (business or related discipline preferred)</li><li>5+ years relevant work experience in Collections</li><li>Supervisory experience with the ability to lead, coach, motivate and develop a team</li><li>Excellent communication, negotiation and conflict resolution skills</li><li>Proficient in data analytics with the ability to identify insights and recommend improvements</li><li>Self-starter, independent and results-driven</li><li>Innovative and proactive mindset and approach</li><li>Proficient in Microsoft Office Suite and customer service management software (ex. Salesforce)</li><li>Bilingual (English/French) preferred</li></ul>